Job Description

Business Support Officer - Free School Meals & Customer Care

Part time: 25 to 27 hours per week, initially 1 year fixed-term contract with possibility of extension

Salary: 19,617.32 to 21,186.71 per annum (pro-rata from 29,033.64 Cognus Band 1B, SCP 21)

Location: Cognus Office, First Floor, Cantium House, Wallington, SM6 0DZ

Whilst we currently have a hybrid working arrangement, there will be an expectation that the successful candidate will need to be available to work in the office on a flexible basis, according to business needs.

Cognus Limited is a Local Authority Traded Company, which is commissioned by the London Borough of Sutton to provide education services to early years providers, mainstream schools and specialist education settings in Sutton. Wholly owned by the local authority, we deliver a wide range of high-quality services to deliver excellent practice that improve the lives of children, young people, and families in Sutton and beyond.

Cognus is seeking to appoint an enthusiastic and innovative Business Support Officer to join our team. This role will be part of the wider Business Support Team but will support, primarily, our Free School Meals assessment and auto-enrolment function.

The successful candidate will transfer and implement a Free School Meals assessment process, currently undertaken by the London Borough of Sutton, as well as implement a new Free School Meals auto-enrolment function to maximise the number of children eligible to receive a free meal, as well as enhance pupil premium funding for schools.

This role will require strong data understanding and management, and use of Excel to match datasets, as well as being able to work to strict deadlines. You will also participate in local, regional and national pilots and networks to maximise the benefits of free school meals and Pupil Premium.

Once the frameworks have been implemented, the pressures on this element of the role are seasonal, and you will work in conjunction with our Customer Care Officer, supporting with the investigation of complaints, and preparing responses to these and enquiries from Members of Parliament and Councillors. You will need to be able to write with compassion and empathy, as well as having good attention to detail, an investigative mind, and meeting (as well as influencing others to meet) key deadlines.

As part of the wider Business Support Team, you will be asked to assist with various administrative tasks depending on business needs and would be expected to meet and greet visitors to the office some days. The successful candidate would need to be able to communicate effectively with students, staff, and parents in a professional and friendly manner.

Cognus is at a very exciting moment in its evolution and growth. To support this expansion, we are looking for someone who is organised, process and data driven, and be able to communicate effectively with schools and families.

You will give us great commitment and in return we offer an excellent package including:

Salary from 19,617.32 to 21,186.71 per annum (pro-rata from 29,033.64 Cognus Band 1B, SCP 21) Workplace pension scheme 4% to 8% matched contributions 28 days annual leave (plus Bank Holidays) Regular manager support and supervision Hybrid and Flexible working Staff benefits package, currently including Employee Assistance Programme, Perkbox and (upon completion of probation) Sovereign Healthcare Cashback plans. Cognus reserves the right to adjust these additional discretionary benefits to improve quality of their services provided, maintain affordability for the Company and to ensure benefits remain fit for purpose with staff needs.*
Staff Equality, Diversity and Inclusion group and Mental Health First Aiders to support wellbeing and inclusion. Cognus Coaching Programmes An ambitious culture with friendly and supportive colleagues.
If you are interested and would like to be considered, please apply to

recruitment@cognus.org.uk

with the completed

application form

, downloaded from

https://www.cognus.org.uk/work-with-us/current-vacancies/cognus-application-form/

, outlining your suitability for this role. The deadline for receipt is

midnight, 14th August 2025

. Candidates are requested to be available for interview on

4th September

2025.

For an informal conversation about the role, please contact Peter Gasparelli, Head of Performance & Insight on 020 8323 0408 or at peter.gasparelli@cognus.org.uk.

All offers of employment are subject to successful completion of recruitment formalities which includes an enhanced DBS check. These checks must have been completed before the commencement of employment. We expect our staff to have due regard for safeguarding and promoting the welfare of children and young people and to follow the child protection procedures adopted by the Company and Sutton's Local Safeguarding Partnership.

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, colour, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

JOB DESCRIPTION

POSITION:

Business Support Officer - Free School Meals & Customer Care

DIVISION:

Performance & Insight

REPORTS TO:

Head of Performance & Insight

SALARY:

19,617.32 to 21,186.71 per annum (pro-rata from 29,033.64 Cognus Band 1B, SCP 21)

LOCATION:

Cognus Office, First Floor, Cantium House, Wallington, SM6 0DZ

JOB SUMMARY:

The post-holder:

a) will implement and periodically undertake a process to auto-enrol families to Free School Meals, maintaining statistics to evidence impact.

b) is responsible for receiving and assessing ongoing claims for Free School Meals, communicating outcomes to schools and families.

c) will deal with enquiries from schools and families regarding Free School Meal eligibility.

d) will support the complaints and customer care function, through coordinating the complaints process, maintaining and monitoring data, and reporting to key stakeholders.

e) will investigate new complaints and draft responses to all complaints and member enquiries.

f) will ensure responses to complaints and Member Enquiries meet required deadlines, are of a consistent, high standard, and that remedies are appropriate to reduce escalation.

g) will oversee our Customer Care Standards, providing and recommending training to our staff.

h) will undertake the varied business support functions of the Company, including support of business processes, customer-facing support, panels, and team trackers across the various teams within the Company.

i) supports the Business Support Manager with the creation and agreement of the Business Support service in line with the Company's vision, values and strategy.

j) provides support and services by interpreting instructions and making a choice of the methods or tools appropriate to the job. This is to deliver a specific Business Support service to a defined standard. This may include planning and scheduling the work of others.

k) will be a member of the wider Business Support Team but may be placed into a role supporting other teams within the Company and will have duties to perform as required by that team.

l) is a role model of the professional behaviours outlined in the Company Code of Conduct and Leadership Capability documents.

PRINCIPAL ACCOUNTABILITIES:

a) To implement and coordinate a Free School Meal auto-enrolment process utilising best practice and guidance through the Fix Our Food Toolkit and resources.

b) Work with the LB Sutton Revenues & Benefits service to receive regular reports of potentially eligible families.

c) Data match for existing eligibility to identify potential newly eligible families.

d) Run the data through the Eligibility Checking Service.

e) Write to eligible families with an option to opt out of the scheme.

f) Maintain database of applications and outcomes.

g) Inform schools of eligible families (using internal IT systems where possible).

h) Advertise and trade the auto-enrolment service with Sutton schools to generate company income.

i) Coordinate Free School Meals applications on behalf of schools who buy into the service.

j) Assess applications through the Government's Eligibility Checking Service (or viable alternative).

k) Run annual processes to bulk check school phase transfer FSM applications.

l) Provide outcomes to applicants and schools.

m) Resolve eligibility queries from schools and families, undertaking manual evidence checks where required.

n) Maintain a database of unsuccessful applicants and re-check eligibility on a monthly basis.

o) To assist with the coordination of complaints through speaking with complainants, undertaking investigations, and drafting responses within policy deadlines.

p) Assist with the coordination of Member Enquiries to ensure responses are quality assured and issued within given deadlines.

q) To support reviews of complaints and customer service standards policies and guidance development.

r) To support coordination of background information/chronologies on casework for senior staff.

s) To deliver core tasks under the direction of a more senior member of staff to ensure services run efficiently and accurately following defined standard operating procedures.

t) To deal with routine issues/problems to ensure customer issues are resolved effectively, escalating to the relevant team manager when necessary.

u) To co-ordinate room bookings and meetings and be prepared to provide a note taking service.

v) To assist with subject access requests, complaints, file retrieval as directed by the Business Support Manager.

w) To update and maintain database systems and create spreadsheets and documents.

x) To process referrals and applications for various teams across the Company.

y) Action correspondence, emails, phone calls as required and support the management of client relationship and expectations of our stakeholders.

z) Process the payment of invoices, raise quotes and purchase orders, and carry out other financial tasks in accordance with defined standard operating procedures.

aa) To provide customer facing contact with clients when required.

bb) To provide administrative support to the various panels across the Company, from preparing papers and updating trackers, to attending meetings and recording decisions made and then sending out any necessary paperwork following the meetings.

cc) To provide administrative support to a specific area within the Company, ensuring that all processes within that service area are followed in accordance to a set of procedures provided by the team in question.

dd) Understand personal responsibility regarding confidentiality, GDPR and information governance and adhere to and promote the Company policies in all areas, including Safeguarding of Children, Data Protection, ICT, Health and Safety and Equality and Diversity.

ee) To ensure attendance and constructive participation in supervisions, appraisals and team meetings in line with the Company's standards.

ff) To ensure on-going personal professional development and discuss his/her needs with their line manager, Completing mandatory e-learning modules and training as required.

GENERIC OBJECTIVES:

Contribute to Cognus Limited's business objectives at the appropriate level by ensuring every child matters and has access to education and learning opportunities, including:

a) Health and safety

b) Safeguarding and protection of children

c) Equal opportunities and management of diversity

d) Data protection

e) Outstanding Customer care

GENERAL:

SAFER RECRUITMENT:

Cognus is committed to safeguarding and protecting the children and young people that it works with. An offer of employment is subject to safer recruitment practices which include an enhanced DBS check, two professional references acceptable to Cognus Limited, proof of qualifications, proof of right to work in the UK, proof of personal address and employment history covering 5 years and, fitness to work with children (occupational health assessment). These checks must have been completed prior to commencement of employment. We have a range of policies and procedures in place which promote safeguarding and safer working practices across the organisation.

PROCESSING OF DATA:

a) You ("the employee") consent to the holding and processing of personal data provided by you to the Company ("the Company") for all purposes relating to your employment, but not limited to administering and maintaining personnel records, paying and reviewing salary and other remuneration and benefits, undertaking performance appraisals and reviews, the compulsory Disclosure and Baring Services check (DBS) details in line with its statutory responsibility to safeguard and protect children and vulnerable service users; maintaining sickness and other absence records and taking decisions as to your fitness for work.

b) You hereby acknowledge and agree that the Company may, in the course of its general and statutory duties as an employer be required to disclose personal data relating to you for legislative purposes during or after the end of your employment. This does not affect your statutory rights under the General Data Protection Regulation 2018.

CONFIDENTIALITY AGREEMENT

:

a) During the course of your employment, you will have access to and knowledge of Company confidential information and trade secrets.

b) Disclosure of any of this confidential information and/or trade secrets could have serious financial consequences and/or create serious competitive disadvantages for the Company. There may be material damage, financial or otherwise, deliberate or otherwise, to the Company's legitimate business interest.

c) Under the terms of this confidentiality agreement, you agree to keep secret and shall not at any time, either during employment or post-employment, use, communicate or reveal to any person any trade secret or confidential information relating to the Company or any Associated Company.

d) You are aware of the Company's policies in relation to compliance with the General Data Protection Regulation and undertake to act in accordance with these at all times. Any breach of these policies will be dealt with under the Company's disciplinary procedure and action taken can include dismissal without notice.

This job description and person specification outlines the summary of key accountabilities and is not an exhaustive list of duties and, is subject to periodical review and changes in line with the business needs.

PERSON SPECIFICATION

The main duties and responsibilities of the post holder are indicated below although other duties of an appropriate level and nature will also be required.

Description (Criteria)

a. Excellent customer care and customer service skills

(E, S, I)

b. To develop and follow standard operating procedures

(E, S, I)

c. To maintain accurate data and be able to work with, and manipulate, multiple datasets

(E, S, I)

d. Experience of using a wide range of IT packages in a business environment, and to use these to deliver a cost-effective and customer-focused service.

(E, S)

e. Ability to work in a detailed task-oriented environment, delivering high accuracy results to excellent standards.

(E, S, I)

f. An understanding of, and the benefits of, Free School Meals and Pupil Premium

(E, S, I)

g. Ability to use the most appropriate style and method of communication with people at different levels inside and outside of the organisation.

(E, S, I )

h. Ability to manage time effectively, to work on own initiative to manage and prioritise own workload, setting appropriate objectives and deadlines and attention to detail

(E, S, I )

i. Ability to analyse information, and considering alternative solutions, adapting to new ways of working where necessary

(E, I)

j. Ability to provide a customer-focused approach to service delivery and participate in identifying and implementing opportunities for improving the service

(E, S, I)

k. Excellent communication skills and the ability to communicate complex matters clearly and concisely

(E, S, I )

l. Willingness to undertake ongoing learning, training and development

(E)

m. Honours and upholds the Company's Equal Opportunity Policy, Dignity at Work Policy, Safeguarding and Protection of Children, Health and Safety and Data Protection Policy at all times. Understanding of confidentially, GDPR and information governance issues and how these are observed and maintained

(E)

KEY: D: Desirable; I: Evaluated at interview; E:Essential; S: Short listing criteria;

T: Subject to test

Job Types: Part-time, Fixed term contract
Contract length: 12 months

Pay: 19,617.32-21,186.71 per year

Benefits:

Company pension Flexitime
Work authorisation:

United Kingdom (required)
Work Location: In person