Description Suffolk County Council – Contact Centre, Stowmarket, IP14 1AD - Hybrid £24,404 per annum (pro rata if part time) 37 hour per week - Flexible working options available Permanent We have an exciting opportunity to join the Suffolk County Council (SCC) Blue Badge Team as a Business Support Officer, working from our Stowmarket office. This is an chance to contribute towards making the application process for a Blue Badge, accessible to eligible citizens across Suffolk. Do you have previous experience working in customer service? Do you have proven decision making experience? Do you have excellent communication skills both written, verbal and digital? Are you passionate about putting the customer at the heart of everything that you do? Do you enjoy working as part of a team? Then this may be just the opportunity you have been looking for. Your role and responsibilities As a Business Support Officer, you will be assessing Blue Badge applications against the Department For Transport (DFT) eligibility criterion. You'll be verifying supporting documentation and medical evidence. Your excellent communication skills will shine through answering customer enquiries at the first point of contact by telephone, email, and using government systems alongside our internal Blue Badge computerised system. You will provide all customers with a prompt, courteous and knowledgeable service. You will also be: Providing accurate and effective advice and guidance to customers about the Blue Badge application process/rules of the Blue Badge scheme Delivering a telephone assisted Blue Badge application service to those customers who do not have access to the internet and are applying for the first time or renewing their current Blue Badge Carrying out associated administration tasks of the Blue Badge process Working in a busy and target driven environment You will be passionate about getting it right first time and putting the customer at the heart of everything that you do. You will need Excellent communication skills to be able to deal with customers in a clear, polite and friendly manner, showing empathy where appropriate and resolving conflict effectively, through a range of mediums including telephone, digital and written correspondence Good standard of literacy and grammar (essential) The ability to interrogate documentary evidence provided. Highly IT literate with a good working knowledge of basic office software systems such as Outlook, Word, Excel, and the Internet and excellent keyboard skills Ability to understand and interpret policies and procedure documents in order to be able to give advice, guide applicants through the correct process and proven decision making experience Demonstrable experience to accurately touch type whilst talking to customers over the phone simultaneously (essential). The ability to listen and question effectively to gather appropriate information Ability to thrive in a busy and target driven environment. Excellent organisational and time management skills and the ability to prioritise work to achieve deadlines and team objectives. You can view a full list of requirements in the Job and Person Profile (docx). If you believe you can succeed in this role, apply. Even if you don't meet all requirements, still apply. We would appreciate the opportunity to consider your application. The team We are a busy and supportive team who are passionate about helping people and we take pride in giving the best service we can. Empowering Everyone We’re big believers in potential, possibility and the power of different ideas. We’re always searching for ways to encourage, respect and enable everyone to be the best they can be. We want to represent the diverse communities we serve. We welcome applications from all individuals, especially those from groups that are currently underrepresented in the organisation, as shown in our Workforce Equality Report For more information Please contact Sophie Buist for a casual conversation. You can reach them by calling 01473 265815 or emailing sophie.buistsuffolk.gov.uk How to apply Step 1 - Read the Job and Person Profile (JPP) (docx). Step 2 - Click ‘Apply Now’ to start your online application. Step 3 - Upload a supporting statement detailing how your skills and experience fit the role and answer the following questions below (no more than 400 words per question). You should use the Supporting Statement template. 1. Tell us about a time when you had to verify important documentation. What was your process for ensuring thoroughness? 2. Tell us about a time when you encountered unclear or incomplete documentation. How did you resolve the situation? 3. Give an example of how you've used multiple computer systems simultaneously to resolve a customer query. Please note: Without a supporting statement, your interest will not be progressed. Any supporting documents must be in either PDF or MS Word format. If you require any reasonable adjustments to the application process before the next selection stage, please contact our Recruitment Team by emailing recruitmentsuffolk.gov.uk or calling 03456 014412. If you are invited to the next stage of selection, you will have another opportunity to request adjustments for the next stages of the process. We value authentic applications that showcase your genuine skills and experiences. Applications suspected of being generated by AI may be rejected. We encourage you to present your own work and ideas throughout the application process. Closing date: 27 November 2024 Interview date: W/C 2 December 2024 This authority is committed to safeguarding and promoting the welfare of children, young people and vulnerable adults and expects all staff and volunteers to share this commitment. DBS checks or police vetting will be required for relevant posts. LI-Hybrid