Systems Support Officer

Customer & Systems Support Officer – Hertfordshire County Council

Salary: £28,608 – £32,046 per annum
Location: Hatfield, Hertfordshire, England
Contract: Permanent
Job Type: Full-time
Working Hours: 37 hours per week
Working Pattern: Hybrid
Directorate: Resources
Job Level: Level 7
Visa Sponsorship: Not available – applicants must currently reside in the UK and have established proof of right to work.

Job Overview

Hertfordshire County Council is recruiting a Customer & Systems Support Officer to join its Hertfordshire Music Service team.

Hertfordshire Music Service provides musical opportunities for children and young people across the county, helping them develop their musical abilities through inclusive and accessible activities.

The successful candidate will provide customer service, administrative and business support to customers and internal stakeholders. The role will primarily involve handling telephone, email and other enquiries relating to the Access to Instruments hire scheme.

You will also be responsible for termly billing, invoice adjustments and maintaining accurate customer and pupil records for instrument hire, tuition and other music activities.

Key Responsibilities

• Provide excellent customer service by responding to telephone, email and other customer enquiries.
• Handle inbound and outbound queries from customers and stakeholders.
• Process accurate billing amendments within agreed service level timescales.
• Investigate complex billing and invoice queries and resolve issues where possible before escalating them.
• Communicate proactively with the Customer & Systems Team Leader and other stakeholders to resolve enquiries.
• Manage emails, correspondence, invoices and general administrative duties.
• Create and maintain pupil records for tuition, ensemble membership and instrument hire.
• Ensure customer and tuition records are accurate to support termly invoicing.
• Check registers and teacher claims for hours worked, identifying necessary billing adjustments and credits.
• Manage pupil leaving notifications and final billing arrangements.
• Monitor outstanding debts and liaise with relevant stakeholders where tuition or instrument hire services need to be terminated due to debt.
• Produce reports from the Customer & Tuition Management System to support business management and decision-making.

Essential Requirements

Applicants should demonstrate:

• Strong organisational and multitasking skills.
• Excellent communication and interpersonal abilities when dealing with different audiences.
• Proficiency in Microsoft Office and other relevant software.
• Understanding of specialised processes and methods gained through relevant training and experience.
• Ability to plan and manage routine work independently over short timescales.
• Initiative and the ability to work without constant supervision.
• Strong numeracy and literacy skills.
• Experience processing invoices and handling financial transactions.

Desirable Experience

• Previous experience working in an administrative or support role.

Visa Sponsorship

Visa sponsorship is not available for this position.

Hertfordshire County Council welcomes applications from candidates currently residing in the UK who have established proof of their right to work.

Applicants requiring Skilled Worker visa sponsorship should note that the council cannot offer sponsorship for this role.

Working Arrangements and Benefits

• Permanent full-time employment.
• Hybrid working arrangements.
• 37 working hours per week.
• Opportunity to progress from £28,608 to £32,046 per annum.
• Access to Hertfordshire County Council employee benefits.

Application Process

Applicants must upload their most recent CV, ensuring it includes:

• Full employment history, including any employment gaps.
• Relevant training and qualifications.
• Examples demonstrating the skills and experience required in the job advert and job profile.

Candidates will also have the opportunity to provide a short covering paragraph explaining their relevant skills, knowledge and experience.

For an informal discussion about the position, contact:

Carla Chandler
Email: carla.chandler@hertfordshire.gov.uk

Interview Date: Week commencing 14 December 2026.

Additional Information

Hertfordshire County Council is undergoing Local Government Reorganisation. From 1 April 2028, most roles are expected to transfer to newly created unitary councils under existing terms and conditions in accordance with TUPE principles.

The council is also a Disability Confident employer and guarantees an interview to applicants who disclose a disability and meet the minimum criteria for the position.

The ability to communicate confidently and provide advice in accurate spoken English is essential.

Official Application

To read the full job description and submit your application, visit the official recruitment page:

Employer: Hertfordshire County Council
Location: Hatfield, Hertfordshire, England