Customer & Systems Support Officer

Job Title: Customer and Systems Support Officer
Starting Salary: £28,608 opportunity to progress to £32,046 per annum
Hours: 37
Location: Hatfield, Mid Herts Music Centre/Hybrid
Contract Type:Permanent
Directorate: Resources

About the team

Hertfordshire Music Service delivers musical opportunities for young people throughout the county. The service engages with children and young people across the county involving them in regular musical activities. We aim to ensure all young people in Hertfordshire can discover their own unique musical voice as well as the service becoming a fully inclusive music service.

The post provides Customer Service and business / administrative support. In the role you will be providing professional support to the extensive Hertfordshire Music Service customer base and relevant internal stakeholders whilst reporting to the Customer & Systems Team Leader. You will primarily be handling inbound and outbound customer and stakeholder queries relating to our Access to Instruments hire scheme with the goal of driving excellence in customer satisfaction and promoting the service through customer service excellence. The post is responsible for all termly billing and adjustments for instrument hire and other tuition activities delivered to schools and Music Centres where direct billing is operated.

About the role

Providing excellent customer service on all enquiries via telephone, email etc.

• Completing accurate and efficient billing amendments within agreed SLA’s

• Using initiative and professional curiosity to unpick complex billing and invoice queries prior to any required escalation

• Escalating queries where required; proactively communicating with the Customer & Systems Team Leader and other relevant internal and external stakeholders to resolve enquiries through assessing customer needs and making pro-active recommendations.

• Undertaking a range of administrative duties, including but not limited to email management, general administrative matters including correspondence and billing invoices according to local procedure

• Managing the creation of pupil records for tuition, ensemble membership and instrument hire.

• Ensuring that tuition, membership ensemble and instrument hire records are accurate to enable the termly invoicing within the Customer and Tuition Management system. Checking all registers and teacher claims for hours worked to raise any adjustments and credits as required. Managing pupil leaver’s notifications and final billing.

• Managing debtors to minimise debts. Liaising with relevant stakeholders when tuition or instrument hire needs to be terminated due to debt.

• Produce reports from Customer & Tuition Management System to guide relevant stakeholder in the management of the business.

The duties and responsibilities listed above describe the post as it is at present.

The post holder is expected to accept any reasonable alterations that may from time to time be necessary.

About you

Essential:

• Organisational and multitasking skills
• Strong communication and interpersonal abilities with a range of audiences
• Proficiency in Microsoft Office Suite and other relevant software
• Understanding of specialised processes and methods gained through relevant training and experience.
• Ability to plan own work over short timescales for routine or familiar tasks and processes and use your initiative to work independently.
• Strong numeracy and literacy skills
• Experience in processing invoices and handling financial transactions

Desirable:

• Experience of working in a previous administrative or support role

We welcome applications from candidates who currently reside in the UK with established proof of right to work documentation. We are not able to offer sponsorship at this time for this role.

This job role is Level 7. Please locate the job profile here:

Job profiles: Business support services

For an informal discussion, please contact Carla Chandler (carla.chandler@hertfordshire.gov.uk)

Interview Date: w/c 14th December 2026

Benefits of working for us

How to apply

As part of your application, please upload your most recent CV. Ensure your CV is up to date with your employment history (including any employment gaps), and including any training/qualifications. We encourage you to include examples of where you have demonstrated the requirements/criteria in the advert / job profile to allow the panel to fully recognise your skills and abilities. You will have the opportunity to include a short covering paragraph within your application to give us a little more information about your skills, knowledge, and experiences.

Additional information

We are changing
Hertfordshire County Councilis undergoing Local Government Reorganisation (LGR). If you are employed by Hertfordshire County on 1 April 2028, it is expected that most roles will transfer to the newly-created unitary councils on existing terms and conditions under TUPE (Transfer of Undertakings – Protection of Employment) principles.

LGR is one of the biggest changes we will face in a generation. It will reshape how we work and how services are organised and gives us a real opportunity to build something better. To find out more, visit https://www.hertfordshire-lgr.co.uk/

Disability Confident
We are proud to be a Disability Confident employer and guarantee an interview to anyone disclosing a disability whose application meets the minimum criteria for the post.

English Fluency
The ability to converse at ease with members of the public and provide advice in accurate spoken English is essential for the post (for those whose language is a signed language the provision of a sign language interpreter who speaks English to the necessary standard of fluency will be required). Further information about the legal requirement can be found here.