Job Introduction
The Customer and Business Support (CABS) service provides the ‘front door’ telephony to council services and effectively delivers the business administration requirements of a wide range of services across the authority.
We are seeking an enthusiastic and committed Customer and Business Support Officer, with GCSE or equivalent qualifications in English and Maths, to provide a high-quality telephony service dealing with external customer enquiries and requests in relation to Social Care. In this very busy and demanding role, you will speak with customers who require social care support. You will need excellent customer care and ICT skills, along with ability to develop minute taking skills and other administration skills to help support a range of adult social care services. You may also be required to undertake some finance admin support.
Working predominantly in office settings at Gun Wharf (but could be required to go to other sites), candidates should be flexible and willing to deal with customers via the phone or face to face. After a period of induction, training and confidence-building in that office setting, some working from home with appropriate equipment and support may be possible. However, for the first 6-12 months, whilst learning the role, you can expect to be fully office based Monday to Friday
The CABS service provides an agile response to the requirements of internal customers and administration tasks will be added to your portfolio.
The successful post holder will be subject to a Standard DBS check.
Interviews will be held on the 23rd of July 2025 at Gun Wharf. Please be aware re-arrangement of interviews will only be offered in exceptional circumstances.
If you would like to have an informal discussion with the recruiting manager please call Susan George on 01634 334822.
Career Progression Frameworks (CPF) have been introduced for all roles at Medway Council. These frameworks provide a mechanism for employees to take ownership of their development within their post and be rewarded accordingly. This means that the salary you will be offered will be at level A unless, based on an assessment against the CPF criteria, you demonstrate that you are meeting the criteria of level B or C. There will be further opportunity once in post to progress from level A to B, and B to C.
When writing your application, it is important to ensure you identify your suitability against the requirements of the job profile, as this information will be used for shortlisting and may contribute to the CPF assessment. Your application may be rejected if the minimum required criteria is not met. Further information relating to the requirements for this role can be found in the CPF Guidance document attached.
The person specification of a job profile is split into three levels:
Level A details the essential criteria that all applicants must be able to demonstrate through their application and interview.
Level B details the developed competencies that an individual who is practised in this role would be able to demonstrate and will be a progression of knowledge, experience and skills from level A.
Level C requires the highest level of competence and applicants would need to fully meet and demonstrate all aspects of the job profile, including qualifications, knowledge, skills and experience.
Customer and Business Support are seeking a Customer and Business Support Officer to join the team at level A. This is the entry point of the role, so you will need to be able to demonstrate the relevant knowledge, experience and skills to get you started, but you will be supported to develop in your role through induction, probation and a supportive Performance Appraisal and Career Conversation. All elements of level A listed within the person specification are essential. Through your induction you will be introduced to the Career Progression Framework (CPF), which will help you to identify your areas of strength and any development needs.
Important Information-
Applicants must be able to demonstrate all essential requirements as listed in the job profile
For further information, and for details of the benefits of working for Medway Council, please refer to the Medway information pack available as a download or to view online.
Please be advised that if you are not contacted within 3 weeks of the advert closing date then you have not been shortlisted. All recruitment correspondence, including interview letters and contracts of employment will usually be sent out via email.
Please visit http://www.mindfulemployer.net/ for information on how Medway Council put good practices in place to ensure employees and job applicants who declare mental health issues receive the right level of support.
We reserve the right to close this vacancy at any time prior to the closing date.
