Senior Registration Support Officer

The very busy team manage all bookings, along with associated admin for ceremonies and licensing of Approved Premises in Gloucestershire. The team receives 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 development is 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: 

• Flexible and some agile working opportunities 

• 25.5 days annual leave rising to 30.5 days after 5 years continuous service 

• Option to purchase 5 days of additional leave per year (pro-rata 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 

• Employee discount scheme 

• 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. 

For an informal discussion about the role please contact Tara Chatham via email at tara.chatham@gloucestershire.gov.uk

Short-listed candidates will be contacted by e-mail and invited to interview week commencing 07/07/2025