Senior Transport Officer Entitlement and Appeals (Internal)

• assess pre- and post-16 travel applications using current policies and IT systems
• prepare, monitor and report on review and appeal cases
• advise panels and colleagues on home-to-school travel entitlement
• manage bus and train pass arrangements, including supplier contracts, invoices, refunds and financial monitoring
• work with operations colleagues to make sure applications are processed efficiently and journeys are allocated within agreed timeframes
• respond to complex complaints, Councillor and MP enquiries and Local Government and Social Care Ombudsman requests
• supervise and support colleagues by setting priorities, sharing knowledge and helping the team deliver a reliable service
• identify improvements to policies, systems and processes so that families experience a clearer customer journey.

You will need

You’ll bring a degree-level qualification or equivalent experience, with strong knowledge of customer and/or public services. We’re looking for someone who can apply policy fairly, interpret complex information and communicate decisions clearly to a wide range of people.

• has in-depth knowledge of relevant law, transport policies, practices and procedures, including national and local policy
• can review evidence, legislation, timetables, data and financial information with excellent attention to detail
• communicates confidently and professionally with families, schools, professionals and elected members
• uses Microsoft packages effectively, particularly Excel, Word and Outlook, and is confident learning bespoke systems such as Capita One, GIS mapping, GOSS and transport-related IT systems
• can plan work, manage competing priorities and deliver to tight deadlines
• works collaboratively with stakeholders to solve complex problems and improve established processes
• has good political awareness and can work positively in a high-profile public service environment
• is resilient under pressure, takes responsibility for decisions and is motivated by improving services for Suffolk residents.

You can view a full list of requirements in the Job and Person Profile (Word) (JPP), which you can find in the ‘How to apply’ section towards the bottom of this advert.

If you believe you can succeed in this role, apply. Even if you don't meet all requirements, still apply. We would appreciate the opportunity to consider your application.

The team

You’ll be part of the Passenger Transport team within the Growth, Highways and Infrastructure Directorate. Passenger Transport is responsible for delivering travel services across Suffolk and works closely with Children and Young People’s Services.

You won’t be working in isolation. You’ll work alongside colleagues across entitlement, operations, finance and customer contact, as well as schools, panels, elected members and other partners. The role is a chance to support fair decision-making, strengthen processes and help families understand the travel support available to them.

Empowering Everyone

We’re big believers in potential, possibility and the power of different ideas. We’re always searching for ways to encourage, respect and enable everyone to be the best they can be. We want to represent the diverse communities we serve. We welcome applications from all individuals, especially those from groups that are currently underrepresented in the organisation, as shown in our Workforce Equality Report.

For more information

Please contact Chris Mallett or Julie Mitchell for a casual conversation. You can reach them by emailing either chris.mallett@suffolk.gov.uk or julie.mitchell@suffolk.gov.uk.

If you want to apply for a secondment, read the secondment policy first. Make sure you get permission from your current manager before submitting your application.

Step 1 - Read the Job and Person Profile (Word).

Step 2 - Click ‘Apply Now’ to start your online application.

Step 3 - Upload a supporting statement answering the following questions below (approximately 400 words per question). You should use the Supporting Statement template (Word).

• Provide an example of when you had to analyse complex information or evidence and make a clear, fair decision. How did you reach your conclusion and explain it to others?
• Describe a time when you managed competing priorities or changing demands. How did you plan your work and make sure deadlines were met?
• Describe a situation where you improved a service, process or customer journey. What did you identify, what action did you take and what difference did it make?

Step 4 - Upload a CV (without name and personal details).

Please note: Without a supporting statement and CV, your interest will not be progressed. Any supporting documents must be in either PDF or MS Word format.

For guidance on completing your application, please see our How to Apply page.

Planning to use Artificial Intelligence (AI)? Please ensure your application still reflects your own skills, experience and ideas. If used inappropriately, your application may not be processed. Please read our guidance for using AI to understand what’s acceptable.

Do you need any reasonable adjustments to help you to apply? If you are disabled and/or have additional support needs, you can request reasonable adjustments. You can do this by contacting our Recruitment Team at recruitment@suffolk.gov.uk or 03456 014412.  You can find examples of possible adjustments on our Reasonable Adjustment pages.

Closing date: 11.30pm, 2 September 2026.

This authority is committed to safeguarding and promoting the welfare of children, young people and vulnerable adults and expects all staff and volunteers to share this commitment. DBS (Disclosure and Barring Service) checks or police vetting will be required for relevant posts. #LI-Hybrid

As a modern and effective council, we offer a wide variety of careers to suit people with a range of skills, abilities and ambitions. We offer working options that flex to reflect the way people work today and take the time to understand and support your individual needs. We’re driven to make a positive difference to the world around us and encourage everyone with drive and focus to join us and build an influential and impactful career. Reimagine the possibilities.

• up to 29 days annual leave entitlement (pro rata), plus UK bank holidays and two paid volunteering days
• membership of a competitive Local Government Pension Scheme (LGPS)
• travel, lifestyle, health and wellbeing benefits
• performance-related annual pay progression, in addition to an annual cost-of-living pay increase
• training and encouragement to expand your knowledge
• a variety of career development opportunities across our organisation
• diverse and active staff networks
• flexible working options, with the right to request flexible working from your first day

Plus lots more!

If you want to know more about our benefits, values and equality commitments please visit our Suffolk County Council careers website (careers.Suffolk.gov.uk).