At Bath & North East Somerset Council we have one overriding purpose to improve people s lives. About the Area Nestled between the Cotswold and Mendip areas of outstanding natural beauty, Bath & North East Somerset is a region that boasts both vibrant urban life and serene rural landscapes. The city of Bath, a UNESCO World Heritage Site, is renowned for its historic architecture and Britain s only natural thermal springs. This unique blend of cultural heritage and natural beauty makes Bath & North East Somerset a highly desirable place to live, work, and visit. About the Role We are seeking a Senior Service Delivery & Support Officer to join our growing team. You will support Parking Services, a high-profile and high-revenue area of the Council and play a key role in ensuring we provide a high-quality customer-focused service to our residents and service users. You will be responsible for undertaking auditing and service compliance activities in line with internal policies, statutory regulations and performance metrics and help oversee operational activities such as raising orders and invoicing. You will work closely with colleagues across services to review service levels and standards and improve operational processes and innovation to enhance our customer and service users experience. You will collaboratively contribute to wider service development projects and public consultations for people to Have Their Say. You will act as an escalation point to support and resolve corporate complaints and support the operational administration of the Traffic Penalty Tribunal (TPT) portal and decision making for Penalty Charge Notice appeals made to the Independent Adjudicator of TPT. What We Are Looking For: Experience Ability to audit and monitor service compliance in line with internal policies, statutory regulations and performance metrics Ability to undertake service delivery projects, including public consultations and engagement activities Experience in the review of operational processes and innovative service redesign to enhance customer satisfaction and service delivery. Knowledge Proven ability to assimilate, interpret, and apply a range of legislative and regulatory frameworks. A working knowledge of relevant legislation and statutory guidance is not essential but is desirable Skills Excellent written and verbal communication skills, with a proven ability to: Influence and advise others effectively Demonstrate empathy in understanding complex or emotive situations Resolve complaints and sensitive issues in a professional and constructive manner Ability to manage multiple and often competing priorities in a fast-paced environment, ensuring high levels of accuracy and timeliness Advanced practical knowledge of ICT packages, including Word, Excel and PowerPoint Collaboration Able to work independently with initiative and self-motivation, as well as collaboratively across teams and departments Whilst no direct line management responsibility is held for staff, this role requires the ability to provide supervision, mentorship, operational guidance and training to colleagues when required Innovation Capable of leading or supporting service delivery projects, including public consultations and engagement activities Ability to demonstrate and encourage a respectful, inclusive and professional team culture, demonstrating accountability, commitment to shared goals and collaboration If you are interested in this post and require more details or just to chat through the role and what s involved, please contact Jane Whiteman, Service Delivery & Compliance Officer, Jane_Whiteman@bathnes.gov.uk or call 01225395368 Interview date: TBC No Agencies Please. *Please note, BANES Council operates a policy of prior consideration for roles for any individual on the Council s at-risk register (redeployee). This means should a redeployee express an interest in this role, providing they meet the essential criteria for the role they will be considered ahead of external applicants. About Bath & North East Somerset Council. Working at Bath & North East Somerset provides an opportunity to contribute to your community and make a positive impact on the lives of residents. Our values shape how we work to deliver public services, and how we communicate with the residents we serve. We care about the best outcomes for local people, through our public services. Why Bath & North East Somerset Council? We offer a wide range of benefits, to ensure that you are paid fairly for your work, have the flexibility to enjoy a great work/life balance, and have the support you need. Go to https://jobsandcareers.bathnes.gov.uk/why-work-us/our-benefits At Bath & North East Somerset Council we have one overriding purpose to improve peoples live. Find out more about our values at https://jobsandcareers.bathnes.gov.uk/why-work-us/our-values We aspire to have a diverse and inclusive workplace and strongly encourage suitably qualified applicants from a wide range of backgrounds to apply and join us. Find out more on our commitment to Equality, Diversity and Inclusion at https://beta.bathnes.gov.uk/equality-and-diversity We are a Disability Confident Employer find out more at https://shorturl.at/ajrsW The Council is committed to having a diverse and inclusive workforce. Applications for job-share, part-time and flexible working arrangements are welcomed and will be considered in line with business needs.