Business Support Manager

Business Support Manager
Grade 5 £38,296 - £46,549
Permanent
Working 36.5.hrs per week

Opportunity for permanent Business Support Manager roles.

This is an exciting opportunity to join the Business Improvement and Support function at Birmingham City Council, we are looking for an enthusiastic and flexible individual to undertake the role.

The post holder is a key member of the City Housing Directorate's complaint and enquiries team whose overarching goal is to enable, promote and support the effective use of data, information, knowledge and technology to improve and inform complaint and service area improvement.

You will play a proactive role in further embedding a consistent, excellent, reliable, customer focussed complaints and enquiries service for the City Housing Directorate across key front-line service areas such as Housing Repairs, Housing Management and Housing Solutions and Support.

As a Business Support Manager, you will work as part of a dynamic team in delivering an effective and high quality service supporting one of the respective service areas in the Directorate. You will manage and coordinate complaints and enquiries received from a range of stakeholders such as Residents, MP's or Councillor's, adhering to statutory requirements and relevant legislation. regulatory codes, guidance and professional practice. You will also be responsible for developing close working relationships with your respective service area, undertaking deep dives by interrogating and presenting complaints and enquiries data using Power Bi to help identify root causes, patterns, and trends and to subsequently work with the service area to help bring about the requisite service improvement and to increase customer satisfaction.

You will be responsible for case managing complex, high level, and/or escalated cases and maintaining accurate management and other administrative records according to the required standards and procedures and by using appropriate IT systems. Promoting a compliance culture, producing and presenting reports and summaries.

You will need to be a pro-active team player, with the ability to work to deadlines and able to manage a number of conflicting priorities and competing demands. You will work flexibly and as part of a team to provide continuity of service, you will have the ability to communicate effectively at all levels within the organisation and strong skills in driving change and service performance. Taking responsibility of your own workload, undertaking robust quality checks and being an owner and driver is essential along with strong organisational skills.

This post is covered by Part 7 of the immigration Act (2016) and therefore the ability to speak fluent and spoken English is an essential requirement for this role.

You must upload a Supporting Statement via the attachments part of your application. This is required for shortlisting; you need to describe how your experience and skills fit the essential criteria for the role as specified in the Person Specification. If you do not attach your Supporting Statement, your application will not be considered. Please do not attach CVs as we do not accept them.

Closing date 5th March 2023 at 23:59

For any informal enquires please contact: Heather Collett, Programme and Change Manager, Heather.Collett@birmingham.gov.uk

Ref: 854

We welcome applications from people with caring responsibilities and flexible working options will be considered.

Proof of Right to work in the UK will be required for all applicants in accordance with UK Home Office requirements, before any employment offer can be confirmed. Non-UK applicants (excluding Ireland) may need to apply for a visa from the UK Visas and Immigration (UKVI) and may require a Certificate of Sponsorship from Birmingham City Council for a skilled worker visa (if the job is eligible).

Job Description and Person Specification