Business Support Coordinator
Opportunity for a 2-year fixed-term contract
For existing employees, a secondment may be considered, subject to eligibility criteria
This is a new exciting opportunity to join the Business Improvement and Support function at Birmingham City Council. We are looking for enthusiastic and flexible individuals to undertake the role of Business Support Coordinator.
The post holder is a key member of the Directorate’s new complaint teams whose overarching goal is to enable, promote and support the effective use of data, information, knowledge and technology to improve and inform complaint and service area improvement.
You will play a proactive role in supporting to set up and embed a consistent, excellent, reliable, customer focussed complaints service for the Neighbourhoods Directorate across a key front-line service area, such as Housing, Streetscene, Regulation and Enforcement or the Digital and Customer Services Directorate.
As a Business Support Coordinator, you will work as part of a dynamic team in delivering an effective and high-quality service supporting the respective service areas in the Directorate’s. You will manage and coordinate complaints and enquiries received from a range of stakeholders such as Residents, MP’s or Councillors, adhering accurately to statutory requirements and relevant legislation, regulatory codes, guidance and professional practice.
You will be responsible for case managing complex, high level, and/or escalated cases to resolution and maintaining accurate case management and other administrative records according to the required standards and procedures and by using appropriate IT systems. Promoting a compliance culture and producing reports and summaries.
You will need to be a pro-active team player, with the ability to work to deadlines and able to manage a number of conflicting priorities and competing demands. You will work flexibly and as part of a team to provide continuity of service, you will have the ability to communicate effectively at all levels within the organisation and have strong skills in driving change and service performance. Taking responsibility of your own workload, quality checking Business Support Officer responses and being an owner and driver is essential along with strong organisation skills.
Interviews for this post will take place virtually via video conferencing. Shortlisted candidates will be provided with further information.
Previous candidates need not apply
We welcome applications from people with caring responsibilities and flexible working options will be considered.
Right to work in the UK documentation will be fully checked for all applicants. All non-UK applicants (excluding Ireland) may require a Certificate of Sponsorship from Birmingham City Council and must have an approved visa from the UK Visas and Immigration (UKVI) before any employment offer can be confirmed. Unless they are an EEA or Swiss citizen or their family members, already living in the UK by 31 December 2020, then they will need to apply to the EU Settlement Scheme (EUSS) instead.
An ability to fulfil all spoken aspects of the role with confidence using the English Language as required by Part 7 of the Immigration Act 2016
Job Description and Person Specification