Business Services Officer

Derbyshire Limited; East Midlands; Hybrid; GBP 25,000 - 35,000; Full time

Job summary

A local authority in East Midlands is seeking an experienced Business Services Officer to join the Adult Social Care Quality team. In this role, you will manage complaints, ensuring accurate recording, investigation, and timely responses. Ideal candidates should have experience in complaints handling and be comfortable dealing with sensitive information. The position offers flexible working options and is based at County Hall, Matlock, with work-from-home arrangements. Join a supportive team and enhance your career through training opportunities.

Benefits

Access to a Pension Scheme

25 days annual leave

Flexible working

Training and development opportunities

Access to in-house occupational services

Qualifications

• Experience in complaints handling within adult social care.
• Ability to communicate respectfully and empathetically with complainants.
• Strong understanding of statutory and regulatory functions associated with Adult Social Care.

Responsibilities

• Accurately record, track, monitor, and report all complaints.
• Investigate complaints thoroughly and communicate findings.
• Support the Business Service Manager in developing complaints procedures.
• Assist in analyzing feedback for continual learning.

Skills

Complaints handling experience

Excellent IT skills

Good organisational skills

Ability to deal with sensitive information

Attention to detail

Tools

Microsoft Outlook

Microsoft Word

Microsoft Excel

Microsoft Teams

Job description

Closing date: 04 January 2026

ASC Quality Team (complaints, information and policy and procedures)

We are looking for an experienced, motivated, and efficient Business Services Officer to provide administrative and quality assurance support to the Adult Social Care Quality team.

You will work predominantly within the Adult Care Complaints team. In this role you will play a key role in organisation of complaints and providing a key point of contact for complainants and stakeholders. You will support stakeholders and complainants with their questions and concerns by seeking information from the relevant person in Adult Care to ensure they are adequately addressed.

The post is suitable for someone with experience in complaints handling within adult social care. You must also be able to get on with people at all levels of the organisation, including working with Senior Management and Councillors. You will also work with complainants who may be distressed or frustrated. The post holder will:

• Ensure the accurate recording, tracking, monitoring, statutory reporting and analysis of all complaints made to the Complaints Team.
• Ensure that they investigate complaints thoroughly within a timely fashion, communicating respectfully and empathetically with complainants and service within agreed timescales.
• Support and assist the Business Service Manager in overseeing the effective development and implementation of complaints procedures across the Council.
• Manage initiatives to implement recommendations arising from complaints investigation or to improve complaints handling.
• Help to maintain the case management system and flag any system changes that may be required to improve service delivery.
• Deputise for the Business Service Manager as required to ensure that any statutory, policy processes, or report deadlines are met.
• Have experience of working in the sector and have good knowledge of statutory and regulatory functions associated with Adult Social Care.
• Support with the analysis of the feedback received to support the department with continual learning and development.

Duties will also include having the understanding and abilities to support in the Information, Policy and Procedure team. This will include providing administration of internal and external service information, policy and procedure production and maintenance. The variety of duties requires good organisational skills. You will be comfortable dealing with sensitive information and can interpret and analyse complex information.

The nature of the team’s work requires accuracy, attention to detail and a good standard of written English. You will have excellent IT skills and a good working knowledge of all Microsoft packages in particular Outlook, Word, Excel and Teams.

Contact

If you would like an informal discussion regarding this post please contact Chris Hayes, Business Service Manager at [e-mail]

Location

The base for this post is County Hall, Matlock, however the team predominantly works from home, with at least one day a week at County Hall. Good internet access at home is required, however working from an office could be negotiated.

Recruitment Process

Interviews may be conducted via Microsoft Teams and arrangements will be confirmed with candidates.

Benefits

• Access to a Pension Scheme
• 25 days annual leave per year (rising to 30 days after 5 years continuous service) plus 8 bank holidays (pro rata).
• Flexible working
• Training and development opportunities – we encourage staff development and will work with you to develop your potential, including supporting with undertaking further qualifications in Customer Service or Business Administration.
• Car share/parking/smarter travel scheme including access to the cycle to work scheme and electric charging points (at County Hall)
• Supportive management and team
• Access to our in-house occupational services which also includes free eye tests, physiotherapy, and counselling.

Please read through the full Job and Person Profile to help you complete your application. You will need to detail in the “Suitability for Job” section on your application form how you meet the essential criteria.

Provisional Interview Date: Week Commencing 12th January 2026