Business Support Officer – AR

Job Details

Job Description

Job Title: Business Support Officer

Service: Planning
Grade: 5
Reports to: Systems Support Officer
Location: Crewe / Macclesfield
DBS: Not required

Job Purpose

To provide comprehensive administrative and business support to the Planning Service, ensuring efficient day-to-day operations. The role involves handling customer enquiries, supporting internal processes, maintaining accurate records, and assisting managers with performance monitoring and service delivery.

Key Responsibilities

Administrative & Business Support

  • Provide a full range of administrative support to the Planning Service, particularly within Development Management.
  • Maintain and update records, databases, and service documentation.
  • Support the efficient running of service processes and workflows.

Customer Service & Enquiries

  • Act as a first point of contact for planning-related enquiries via telephone, email, and face-to-face.
  • Respond to queries from members of the public, developers, agents, elected members, and internal staff.
  • Assess urgency and complexity of enquiries and take appropriate action or escalate where necessary.
  • Ensure a professional, accurate, and customer-focused response at all times.

Complaints & Correspondence

  • Manage incoming complaints and correspondence for the service.
  • Draft responses on behalf of managers where required.
  • Support monitoring and reporting of complaints and service performance.

Data, Reporting & Performance Support

  • Collect and input performance data from internal systems.
  • Assist managers with producing performance reports and management information.
  • Support monitoring of key performance indicators (KPIs).

Finance & Procurement Support

  • Assist with purchasing goods and services for the team.
  • Process invoices and support basic financial administration.
  • Liaise with IT and other corporate services as required.

Meetings & Administration

  • Organise meetings, workshops, and service events.
  • Take accurate minutes and record actions.
  • Monitor and follow up on actions to ensure completion.

Key Skills & Knowledge

Essential

  • Strong written and verbal communication skills.
  • Good literacy, numeracy, and attention to detail.
  • Competent in Microsoft Office (Word, Excel, Outlook).
  • Ability to manage and prioritise workload effectively.
  • Strong customer service skills.
  • Ability to follow procedures and work within defined guidelines.
  • Team working skills with a flexible and adaptable approach.

Desirable

  • Experience within a local authority or public sector environment.
  • Knowledge of planning, building control, or development management.
  • Experience using databases or case management systems.
  • Understanding of planning legislation or procedures.

Personal Qualities

  • Professional, helpful, and customer-focused approach.
  • Able to take ownership and responsibility for tasks.
  • Positive attitude towards change and continuous improvement.
  • High level of accuracy and organisational ability.

Additional Requirements

  • Ability to communicate clearly in spoken English with a wide range of customers.
  • Willingness to travel across Cheshire East as required.
  • Flexible approach to working arrangements and tasks.