Job profile for Business Support Supervisor

Job Details

Job title: Business Support Supervisor

Salary/Grade: 3

Service: Operations

Reports to: Operations Support Manager

Manages/Supervises: Business Support Assistants

Job purpose

To supervise the Business Support team, within Operations, ensuring delivery of value for money services in accordance with the Council’s policies and statutory legislation in line with the key principals of best value.

To be responsible for the supervision of employees including performance management, team building, employee development, sickness absence management, discipline and regular one to one meetings including annual appraisals.

Supervising and completing all administrative tasks to a high standard for various teams within Operations to ensure deadlines and efficiencies are met.

To manage the statutory and legislation led tasks including, but not inclusive of Freedom of Information requests and Abandoned Vehicles within the District.

Principal Accountabilities

Business Support

• Manage the day-to-day operation of the Business Support team.
• Continual development within the team to ensure that staff levels reflect the demands of the service and flexible/generic working arrangements.
• Provide administrative support to all Operations’ Service Unit Managers.
• Promote operational services to existing and new customers; liaise with managers and other operational staff to ensure effective and seamless service delivery.
• Support the Operations Support Manager to establish and maintain appropriate monitoring systems and provide accurate information management.
• Manage the co-ordination, collation and analysis of all performance data  and statistical information within Operations, ready for reporting into the senior management team as well as an internal CRM system and producing written reports of the findings.
• To be actively involved in key projects within the Operations service and working pro-actively to drive business initiatives forward.
• Manage payments for goods or services received, having regard to the Council’s standing orders and financial regulations.
• Lead on the Customer Service Excellence Award for Operations.
• Act as the Health and Safety Liaison Officer for Operations and discharge the responsibilities expected of the role including undertaking VDU assessments, monitoring the Health and Safety log, along with preparing for and leading internal Health and Safety meetings.
• Ensure procedures for Operations’ Business Support are up to date and reviewed, at least on an annual basis. Any efficiencies to be identified as part of business development and proposed to Operations Support Manager.
• Maintain the ownership of the production of the Management call-out rota to include Summer and Winter cover.
• Facilitate the updating of all information on the Council website to cover all service areas in Operations: Street Scene/ Horticulture/ Waste/ Recycling/ Cemeteries/ Parks and Open Spaces/ Car Parks and Highways.
• Develop and maintain an in-depth knowledge and understanding of Operations’ services to advise customers of the options available relevant to their requirements.
• To support the administration of both internal and external meetings, including but not inclusive of, booking meetings and producing minutes to a high standard, ensuring accuracy is met.
• To support Managers in Operations in developing and maintaining service level agreements (SLAs) and contracts. 
• To support the Operations Support Manager in building and nurturing relationships both inside and outside of the organisation to encourage collaborative working where required.
• Maintain documentation on behalf of the senior management team for key tasks when required throughout each year.

Operations Support

• Work with Operations’ Service Unit Managers to identify opportunities to develop and implement improvements and innovations in service delivery, to create flexible, responsive and profitable services. 
• Research and analyse information in respect of customer requirements, perceptions, satisfaction levels and complaints. 
• Support the Operations Support Manager with the development and delivery of services within Operations.
• Communicate existing and new service developments to current and prospective customers.
• Manage Operations’ customer survey programme and ensure the information from customers is used to drive service improvements.
• Provide key support, cover and collaborative working to all teams in Operations.
• Contribute to financial planning and budgetary control.
• Provide support for staff through mentoring, coaching and appraising performance on an ongoing basis. 
• Liaise closely with other Council functions including Finance, Legal, Comms & Marketing.

Corporate Accountabilities

• To take responsibility for maintaining own health and attendance. 
• To support, contribute and comply with quality and governance procedures as directed by management.
• To apply and actively promote the principles of the Council’s Equal Opportunities Policy in all areas of employment and service delivery.
• Any other associated duties detailed by Head of Service or their representative.
• To advise Line manager if, at any time, the above duties and responsibilities cannot be performed.
• Any other duties as required to support the business, including maintaining business
  continuity and during civil emergencies.
• To apply and actively promote the principles of the Council’s Safeguarding Procedure in all areas of employment and service delivery.

Skills, Knowledge and Experience

(Tested at application and interview stage)

Experience and Qualifications

• Good standard of education including relevant vocational qualifications (Essential).
• Experience in supervising staff including carrying out 1:1 and annual appraisals (Essential).
• Experience in a business management environment (Essential).
• Supervisory or proven management of administration (minimum of 3 years proven track history) (Essential)
• Report writing and data collation and analysis (Desirable)
• Proven experience in successfully carrying out administrative tasks including streamlining processes (Desirable)

Skills and Knowledge 

• Strong communication skills, both written and oral (Essential)
• Strong IT skills in Microsoft suite of programmes (Essential).
• A team player, with the ability to forge strong relationships with customers both internally and externally (Essential).
• Solutions driven with good negotiation and influencing skills (Desirable).
• Highly organised with the ability to focus on the key issues and prioritise work.
• Strong customer focus with the ability to achieve and maintain exceptional service at all times.
• Good accuracy and attention to detail and ability to produce reports under pressure.
• Positive, proactive with an ability to self-manage.
• To be open to new ideas, understand the need for change and be willing to adapt.

Competencies

We test this at interview stage

Communicating Effectively 

Demonstrate the effective use of the range of communication methods available: written, spoken, electronic, and use these methods in appropriate ways suitable to the context and situation

• Communicate with staff and colleagues in a manner which is clear, fluent, accurate and concise
• Listen well and seek clarification and understanding, avoiding jumping to conclusions or making assumptions
• Ensure two way communication is in place for staff, providing opportunities for staff to receive and give feedback
• Hold regular face-to-face, group and individual meetings to update staff and to exchange information, learning and ideas, etc.
• Ensure that all communications adhere to organisational and legislative requirements such as data protection, equalities, internal standards, etc.

Performing efficiently and effectively 

Promote good performance, developing clear, structured and efficient ways of managing workload and delivering results. Staff should challenge themselves and others to perform well, and to adhere to the Council’s performance management systems.

• Ensure that all work done by you and your staff is in line with business and service plans.and supports the overall aims and ambitions of the Council.
• Encourage staff and teams to focus on performance.
• Provide opportunities for staff to contribute to planning and improvement of services.
• Use a project management approach to the achievement of key objectives, targets and projects.
• Encourage the use of learning and development as a means of improving service and people performance.
• Understand the Council’s strategy, priorities, services and markets.
• Understand the customer wants and needs and have plans to address these.
• Understand the wider sector in which the Council operates, including the political, economic, commercial and regulatory factors affecting it.
• Understand the Council’s unique selling point (USP) and use it to your advantage.
• Take a commercial view and understand the cost/benefit principles of business planning.
• Have an in-depth knowledge of current market trends and understand how to research and predict future changes.
• Understand the tenets of a good partnership and work effectively with key stakeholders (internal and external).
• Work collaboratively to manage risk and maximise the benefits of opportunities.

Using and managing resources efficiently and effectively 

Demonstrate the effective and efficient use of the full range of resources used in and by the Council including time, finances, staffing, equipment, information, materials, buildings, etc.

• Ensure the efficient use of staff time and skills, deploying staff effectively and monitoring staff related budgets.
• Ensure the efficient use of accommodation, materials and equipment to maximise cost effectiveness and efficiencies, while maintaining standards of health and safety and risk management
• Ensure that systems of good housekeeping are in place for the management of equipment, accommodation, data etc. for yourself and your staff.
• Update yourself regularly on resource issues including budget expenditure.
• Ensure that procurement plans are in place for relevant activity.

Engaging with the customer

Understand the needs and requirements of their customers, to provide excellent customer service, and to involve customers in the improvement of services.

• Ensure that your staff work to customer service standards.
• Seek out and listen to the needs and views of a wide range of customers.
• Ensure that the design and development of services have been shaped by customer needs and expectations.
• Ensure the delivery of services is mindful of the needs and requirements of the full range of customers and does not exclude any part of the customer base both internal and externally.
• Ensure that regular customer feedback is sought, analysed and acted upon.

Working well together

Actively foster good working relationships with colleagues and customers in order to collectively achieve the Council’s direction and ambition.

• Co-operate and work well with team members, peers, senior managers and external partners in the pursuit of goals and objectives.
• Establish and maintain constructive and open relationships across the range of people you work with, achieving positive outcomes and sharing feedback with others.
• Establish a culture of team work and co-operation for your staff.
• Encourage problem solving.

Managers/Leaders Competencies

Managing and Developing People

Effectively manage and develop staff in order to achieve the Council’s objectives, improve performance and job satisfaction, and to develop the workforce of the future

• Use a structured approach to agree clear objectives and monitor progress in a positive way.
• Provide appropriate development inputs for all staff and evaluate outcomes of learning activity.
• Make a personal commitment and contribution to employee development e.g. coaching/mentoring.
• Take action to resolve performance issues speedily and effectively, and within policy guidelines.
• Develop self-awareness of own management style and seek to develop flexibility in order to be able to work effectively with a range of work styles.
• Create a culture of empowerment in which staff can excel, develop and take ownership of their work and responsibilities.

Other conditions

• This post doesn't require a DBS check 
• This post isn't politically restricted

Job profile updated  July 2025

Values and behaviours

Our values and behaviours are an integral part of who we are; they are the guiding principles that should inform how we work together, support each other and make decisions.

Our organisation thrives on the dedication and passion of its people and it’s important that we embody these values and behaviours and they become a part of our organisational DNA.

Our vision

We will be ambitious, support each other and work together in new ways to achieve outstanding results

Our core values