Business Support Officer – (Maternity Cover)

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JOB DESCRIPTION

Business Support Officer – (Maternity Cover)
IT & Estates Team
30hrs per week
Monday to Thursday 9am-5pm
Buckshaw Parkway however could be expected to travel to any CANW
site – all north west based
Various CANW Buildings

IT and Estates Manager
N/A

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PURPOSE OF THE JOB

Child Action Northwest is seeking a highly organised and proactive Business Support Officer
to join our IT & Estates Team. This important role manages inbound contacts and provides
key administrative support to help coordinate maintenance, compliance and IT/estates
activities across the organisation, ensuring our systems, records and communication channels
operate efficiently and effectively.
This position is advertised at 30 hours per week, but we are committed to recruiting the right
person. We welcome applications from individuals seeking alternative hours—please state
your preferred working pattern clearly on your application form.

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PRINCIPAL DUTIES

As a valued member of the IT & Estates Team, you will:
Provide high‑quality administrative support to the IT & Estates Manager and the Senior
Leadership Team.
Manage records, take minutes and handle enquiries received via the shared Outlook mailbox
and incoming telephone calls.
Act as the first point of contact for colleagues and service users reporting IT or Estates‑related
issues, owning these to resolution.
Log and process requests, ensuring information is captured accurately and assigned
appropriate priorities.
Monitor shared inboxes, escalate matters when needed and ensure inbound calls are directed
to the correct departments.
Maintain accurate documentation and record‑keeping systems.
Keep colleagues updated on the progress of their requests, delivering excellent customer
service throughout.
Assist in scheduling inspections, maintenance tasks and compliance activities.
Liaise with contractors and internal teams to support the smooth operation of estates services.
Contribute to continuous improvement by identifying opportunities to refine, improve and
streamline business processes.
Support our Finance team as and when required
Own each task from start to finish, ensuring high‑quality outcomes.
Communicate professionally with clients, visitors, contractors, senior managers and
colleagues from across the organisation.
Conduct yourself professionally at all times, handling sensitive information with discretion.

Complete daily, weekly and monthly compliance testing including but not limited to water
temperature checks and fire alarm testing
Support with fire evacuations and take a lead role as a Fire Marshall when on site

Key Responsibilities
Deliver high quality administrative support to the IT & Estates Team.
Manage the charity’s inbound contacts via telephone and shared mailbox, redirecting
enquiries and responding to routine requests.
Ensure all assigned requests are resolved effectively and in a timely manner.
Maintain accurate and up‑to‑date records, documentation and tracking systems.
Support the coordination of maintenance, inspection and compliance schedules, and schedule
contractor appointments as necessary.
Liaise with colleagues, volunteers, contractors and service providers to meet corporate and
operational requirements.
Carry out any other duties as required to support colleagues and the wider team.

About You
The ideal candidate will:
Be highly organised and detail‑focused.
Be proactive and able to anticipate needs and challenges.
Be professional, trustworthy and capable of handling confidential information.
Hold GCSEs in English and Maths (or equivalent).
Demonstrate strong organisational and communication skills.
Have experience working in a customer‑focused environment.
Be proficient in Microsoft Office applications.
Have access to a vehicle and full driving licence

ORGANISATIONAL RESPONSIBILITIES (standard for all posts)
Represent CANW at meetings, conferences and exhibitions as required.

Provide a non-discriminatory service in line with best practice and legislative guidance and treat
all who access CANW services fairly and equally.

Be aware of the Health and Safety requirements in the workplace, and in particular, as it relates
to own service area and/or department.

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3.1

3.2

3.3

3.4  Work within allocated budgets and agreed expenditure levels.

3.5

Keep accurate records and provide written reports as required.

3.6

3.7

3.8

Contribute  to  CANW’s  operational  and  strategic  development,  including  any  organisation
objectives  identified  through  designated  quality  standards,  such  as  Trusted  Charity  and
Investors in People.

Participate  fully  in  personal  supervision  meetings  and  the  annual  appraisal  process  and
undertake any training deemed necessary for the role.

Review own delivery  performance against agreed annual KPIs  (key performance  indicators),
aiming to meet or exceed personal targets/performance levels.

3.9

Undertake additional duties, training and/or hours of work as may be reasonably required which
are deemed appropriate to the levels of responsibility within the role.

3.10  Be  aware  of  the  safeguarding  policy  and  procedure  for  children  and  vulnerable  adults  and
ensure that the safeguarding of children, young people and adults is given the highest priority
in the work undertaken.

3.11  Have  a  personal  responsibility  to  ensure  that  person  identifiable,  confidential  or  sensitive
information is processed in line with the GDPR and complies with the law, organisational polices
and best practice when processing information.

3.12  Work outside of normal office hours (ie evenings and weekends) as and when required to meet

the needs of service users as appropriate.

3.13  Undertake other appropriate tasks as may be required of the post holder from time to time and

provide cover for tasks during periods of sickness or holiday.

NB. This Job Description describes the principal purpose and main elements of the job. It is a guide to
the  main  responsibilities  as  they  currently  exist  and  is  not  intended  as  a  fully  comprehensive  or
permanent  schedule  of  tasks.  The  jobholder  is  expected  to  work  flexibly  and  respond  positively  to
changing needs of the organisation.

Linda Barber

Linda Barber

12/3/26

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