Directorate: Housing Regeneration and Operations Section: Highways Location: Federation Road Depot Grade: Level 6 Salary: £28,598 - £31,022 Hours: 37 – Full Time This advert is open to both Internal and External applicants. We are looking for a highly motivated Service Support Officer to join our busy Highways team. This is a fast-paced, customer-facing role where you will be the first point of contact for a wide range of enquiries, including public requests, councillor casework, statutory information requests, and corporate complaints. You will manage high volumes of cases, providing accurate advice, effective case management, and timely responses to ensure excellent customer service. You will need excellent communication skills, strong organisational abilities, and the confidence to work with a wide variety of stakeholders. A sound knowledge of highways-related services, the ability to handle sensitive and sometimes complex issues, and proficiency with IT systems are essential. In return, we offer a supportive working environment, opportunities for professional development, and the chance to make a real difference in delivering high-quality services to our community. For an informal discussion about this role, please contact Kelsey Ashworth ( Kelsey.Ashworth@stoke.gov.uk ). Join us and play a vital role in keeping our highways safe, accessible, and responsive to the needs of residents and stakeholders. Please note that if an employee who is currently at risk of redundancy within the organisation applies for this vacancy their application will receive priority. If this happens you will be advised accordingly. Equality, Diversity and Inclusion At Stoke-on-Trent City Council, we believe our strength comes from the diversity of our community, and we want our workforce to reflect that. We welcome applications from individuals of all backgrounds and experiences. We understand that some people, especially those from underrepresented or marginalised backgrounds, may hesitate to apply if they don’t meet all the listed requirements. If this role interests you and you think you could be a good fit, we encourage you to apply. We are proud of what makes each of us unique and are committed to creating a workplace where everyone feels included, can be themselves, and can succeed together. To Apply - please visit our website https://webrecruitment.stoke.gov.uk/wrl/ If you have any queries or want an application form in another format, please email recruitment@stoke.gov.uk or call us on 01782 238189.