Support Officer in Winchester

You would play a key role in contributing to and supporting the delivery of a high-quality administrative and customer service function within the Universal Services Customer Engagement Team. This includes responding to a wide range of enquiries from customers, County Councillors and Members of Parliament, ensuring all communications are handled professionally and accurately. The role requires a proactive approach to investigating enquiries, coordinating responses and maintaining excellent standards of service while supporting the efficient operation of the team.

The role involves delivering a comprehensive range of administrative and support services within a fast-paced, customer-focused environment where accuracy, professionalism and attention to detail are essential. The successful candidate will be responsible for ensuring that all enquiries are handled thoroughly, efficiently and to a consistently high standard.

Key responsibilities include:

• Managing a high volume of complex and varied enquiries from customers, County Councillors and Members of Parliament, ensuring each case is reviewed and progressed with care and diligence.
• Conducting detailed investigations into enquiries, gathering, reviewing and analysing relevant information from multiple sources to establish the facts and determine appropriate resolutions.
• Preparing, coordinating and issuing high-quality correspondence, producing clear, accurate and bespoke responses tailored to the specific circumstances of each enquiry.
• Accurately inputting and maintaining information within databases and case management systems, ensuring records remain complete, up to date and auditable.
• Monitoring ongoing cases and proactively following up outstanding information, actions and responses to ensure enquiries are progressed efficiently and concluded within required timescales.
• Undertaking a range of administrative duties, maintaining high standards of organisation, accuracy and attention to detail across all aspects of work.

This role requires the ability to work effectively under pressure, manage competing priorities and meet deadlines. It demands strong analytical and problem-solving skills, attention to detail, sound judgement, and a proactive approach to investigating and resolving issues. Success depends on working effectively both independently and as part of a team while maintaining accuracy and professionalism.

What we’re looking for:

• A confident communicator and a dynamic problem solver.
• Strong administrative and organisational skills, with the ability to manage multiple priorities in a fast-paced environment.
• Excellent attention to detail and accuracy in data entry, record-keeping and document preparation.
• Proficiency in using Microsoft Office applications (Word, Excel, Outlook) and case management systems.
• Willingness to learn and adapt to new systems, processes and legislative requirements.

Hampshire County Council is committed to safeguarding and promoting the welfare of children, young people and adults. We expect all employees, workers and volunteers to share this commitment. In order to combat discrimination, no unnecessary conditions or requirements will be applied which could have a disproportionately adverse effect on any one group. All sections of the population will have equal access to jobs. No applicant or employee will receive less favourable treatment because of age, disability, gender reassignment, race, religion or belief, sex, sexual orientation, marriage or civil partnership and pregnancy or maternity, unless a Genuine Occupational Requirement (GOR) applies. We are a Disability Confident Employer – committed to ensuring that our recruitment and selection process is inclusive and accessible.