Business Support Officer – AR

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.