Senior Registration Support Officer

Gloucestershiremusic; Cheltenham; On-site; GBP 40,000 - 60,000; Full time

Job summary

A local government council in Cheltenham is seeking a Senior Registration Support Officer to manage a team while ensuring excellent customer service. This full-time role involves overseeing staff, handling complex inquiries, and introducing innovative solutions within a busy public-facing environment. Ideal candidates will have management experience and strong interpersonal skills. The organization offers a supportive environment and numerous benefits, including annual leave and career development opportunities.

Benefits

25.5 days annual leave

Family friendly employer benefits

Career development opportunities

Local Government Pension Scheme

Cycle to Work scheme

Employee Assistance Programme

Qualifications

• Proven experience managing and recruiting staff effectively.
• Ability to develop policies and procedures for quality control.
• Experience handling complaints and feedback via various channels.

Responsibilities

• Lead and manage a team of approximately 18 Registration Support Officers.
• Deliver excellent customer service through various communication channels.
• Support the team with innovative, digital changes and improvements.

Skills

Management experience

Interpersonal skills

Problem-solving skills

Proficiency in ICT

Customer service skills

Flexibility

Resilience

Job description

Job Details

• Job Title: Senior Registration Support Officer
• Contract Type: Permanent
• Closing Date: 08/02/2026
• Job Requisition Number: 11788
• This post is not open to job share

This is a Gloucestershire County Council job.

About the team and role

The very busy team manage all bookings, along with associated admin for ceremonies and licensing of Approved Premises in Gloucestershire. The team receive all email and telephone calls from the public wishing to book appointments to register Births and Deaths, give Notice of Marriage and Civil Partnerships and take complicated statutory and non‑statutory ceremony bookings.

The team is the first point of contact for the public and delivers excellent telephone, email and front facing customer service to all accessing the service.

The role is full time (37 hours per week from Monday to Friday) and is based in the Cheltenham Register Office, St George’s Road, Cheltenham. There is a requirement to work at our other offices and at venues in the county as required. Due to the front facing customer nature of the role within the service it is mainly office based with some limited home working dependent on service requirements.

About You

As a Senior Registration Support Officer (SRSO), you will share the line management of a team comprising of approximately 18 Registration Support Officers. You will be responsible for all aspects of staff line management and must have proven experience of effectively managing and recruiting staff. You will work closely with two other SRSO’s therefore must be a committed and proactive team player. With others in the service, you will also support a wider team of 85 Casual Celebrant and Registration Officers.

Proven experience of developing policies, procedures, and projects to support quality control and ongoing staff training and developmentis essential. You will also have experience of handling complaints, queries, and feedback, in writing, by phone and in person.

You will possess a strong ongoing learning ethic, always adhering to service legislation. You will be articulate with excellent interpersonal and administrative skills. You will have a high level of proficiency in ICT and working with complex systems. You will have strong problem‑solving skills and will support the team introducing innovative, digital changes and improvements.

You will lead by example and champion excellent customer service skills. Evidence of successful interactions with highly emotional members of the public in a demanding environment is essential. Flexibility and resilience are also key attributes required in a very busy service.

About Us

For all your hard work, you will receive the following:

• 25.5 days annual leave rising to 30.5 days after 5 years continuous service
• Option to purchase5days of additional leave per year (pro‑rated for part‑time staff)
• Family friendly employer offering benefits to help support you and your family
• Career development and qualification opportunities
• Supportive and positive working environment with regular, robust supervision
• Excellent Local Government Pension Scheme (LGPS)
• Access to our Employee Assistance Programme (EAP) that provides free, confidential, counselling and advice for employees, available 24 hours a day, online and by telephone.
• An in‑house Occupational Health service
• Cycle to Work scheme
• Links to employee networks such as Prism (LGBT+) network and the Young Employees Network
• Gloucestershire Salary Sacrifice Green Car Scheme (T&C's apply)

How to apply

If you feel you have the skills, desire and experience required to make a positive difference then please submit your application and personal statement today by clicking the “Apply Now” Button.

Short‑listed candidates will be contacted by e‑mail and invited to interview week commencing 2nd March 2026.

Additional Information

To access the Job Profile for this role, please follow the link below:-

The council is not currently able to offer sponsorship in this role. Candidates will need to have right to work that enables them to commit to at least 6 months employment. Right to work is not transferable from a sponsored role held with another employer.

If you are an Internal applicant and consider yourself to have a disability* as per the Equality Act (2010), please declare this in an email to [e-mail], as this is NOT currently covered in the application due to a technical error.

Gloucestershire County Council is committed to safeguarding and promoting the welfare of children and young people or vulnerable adults and expects all staff and volunteers to share this commitment.

We want to be an employer of choice, attracting and retaining excellent people to work for us, so that we can best serve all of Gloucestershire’s diverse communities. Our promise to you is that we will provide an inclusive and supportive working environment that enables you to bring your whole self to work and realise your full potential.

It is a legal requirement, under the Immigration Act 2016, that anyone appointed to a ‘customer facing role’ must be able to demonstrate an ability to fulfil all spoken aspects of the role with confidence in fluent English.

Hybrid working arrangements are available for the majority of our roles, giving teams the opportunity to work in a way that suits them, balancing service need and individual choice, with a mix of both remote and office working.