REF NUMBER: SOMERSET RQ1530927

Hybrid working, 1 day a week in office but initially this may be more for training purposes
Please do not apply for this role unless your CV meets the following general requirements, as well as the more specific ones listed further down the ad:
You must be UK based and have the right to work in the UK.
For office based and hybrid roles, your commute to the place of work must be less than 1 hour.
This is a temporary role. Please do not apply if you are seeking a permanent position.

SKILLS & EXPERIENCE REQUIRED:

• Able to recognise when to escalate issues to senior officers.
• Flexible and innovative in problem-solving under supervision.
• Able to contribute to service improvements and follow operational procedures.
• Skilled in managing competing tasks and priorities.
• Strong working knowledge across various council services.
• Familiar with database administration and report generation.
• Experienced in managing service requests, applications, and inspections.
• Confident in working with the public, elected members, and in political environments.
• Proficient in system administration and use of databases.
• Awareness of a broad range of council services
• Updating property and case management systems
• Understanding of licensing and environmental health legislation.
• GCSE Grade C/4 or above in English, Maths, and Science (or equivalent experience)
• Educated to A-Level standard or equivalent experience
• Business Administration or IT Level 3 qualification
• ICDL (International Certification of Digital Literacy) or equivalent

WHAT’S INVOLVED WITH THIS ROLE:

This is a varied and multi-skilled case officer role responsible for processing applications and providing technical support to members of the public, businesses, and colleagues across the Council. A key skill is the ability to manage and resolve a wide range of service requests, using sound knowledge of relevant legislation and council procedures.

KEY RESPONSIBILITIES:

• Act as first point of contact for service requests, applications, complaints, and queries.
• Deliver a wide range of statutory and non-statutory processes efficiently and within defined standards.
• Manage and case-handle applications and service requests using appropriate legislation and procedures.
• Provide technical advice to the public, businesses, and internal stakeholders.
• Deliver support activities such as system administration, generating statutory/ad hoc reports, managing consultations, procurement admin, and FOI responses.
• Maintain and update the Civica & Assure computer systems, ensuring compliance with legislation.
• Use detailed knowledge of licensing and environmental health regulations to ensure case compliance.
• Work collaboratively with colleagues to improve customer experience and service processes.
• Ensure accurate and timely updates to property and service databases, supporting staff training where required.
• Undertake financial tasks including invoicing, creating purchase orders, and assisting debt recovery.
• Monitor and update templates and internal systems in line with regulatory and legislative changes.
• Engage with the public and businesses to investigate cases and influence positive outcomes.
• Handle and resolve customer and stakeholder complaints where possible.
• Support multi-departmental projects and contribute to continuous improvement.
• Maintain knowledge of legislation, council policies, and online resources to provide accurate advice.
• Manage service requests from distressed or challenging customers with sensitivity and professionalism.

PLEASE QUOTE THE JOB TITLE & VACANCY REFERENCE NO. IN YOUR APPLICATION, OR WE WILL BE UNABLE TO MATCH YOUR CV TO THE ROLE BEING APPLIED FOR.

Qualification details and any other experience/skills relevant to the role to help support your application should be clearly shown in your CV.
Due to the number of CVs being sent to us unfortunately we cannot respond to all applications. If you have not heard from us within 3 working days please assume that you have not been shortlisted on this occasion.
XI Please note that clients invariably ask us to strip out contact details from CVs before we submit them for consideration. This is always quicker and easier to do if you send your CV to us in Word format, rather than as a PDF please