What is the Business Support Service?

Starting a business can be an overwhelming journey, particularly when you're navigating the complexities of legal structures, market research, and strategic planning for the first time. 

The Business Support Service is designed to help entrepreneurs and smaller business owners at every stage of their journey, providing personalised guidance to ensure that each step taken is well-informed and strategically sound.

In this article we’ve collaborated with the Business Support Service to provide an overview of what the service does, how they support businesses across England, and how interested businesses can get in touch.

What is the Business Support Service?

The Business Support Service (formerly the Business Support Helpline) and also known as BSS is a free, virtual, multi-channel advice and guidance service, operating across England. 

The service forms a key element of the UK Government’s business support provision, working on behalf of the Department for Business and Trade (DBT).

Its dedicated team of advisers can signpost to information on national and local schemes, grants, and loans to help businesses start and grow.

The service is delivered and supported by UMi, on behalf of the DBT.

By working together with partners, the service has become a valuable go-to resource for businesses. 

In 2023 alone, the BSS supported 24,601 businesses through its range of services and achieved a customer satisfaction rating of 95%.

For several years, it has worked closely and successfully with numerous schemes and programmes including Growth Hubs, Export Support Service, Help to Grow, Companies House, Food Standards Agency and the IPO, as well as universities, colleges and business groups. 

These partnerships have proven to be invaluable, with 63,000 referrals being made in 2023.

What does support look like?

As well as advice, the BSS can help customers through a range of other services, including:

• Additional Support - businesses needing assistance can be signposted to the service for general advice and support.
• Signposting - customers will be sent to relevant services based on any criteria provided by those partners.
• Joint webinars – the service, with the help of its dedicated partners, can provide business advice to large or small groups digitally both live and on-demand.
• Brand awareness - through its own marketing channels the BSS can boost the visibility of its partners and key priorities.
• Insights and trends – the service uses data-driven insights based on its customer enquiries to compare with partners own experiences to deliver the best outcome.

The service utilises a team of SFEDI (Small Firms Enterprise Development Initiative) qualified and experienced advisors, so those who access it can discuss any aspect of business from starting up to employing people, skills, finance, scaling up, and increasing productivity.

Every conversation is customer-centric and bespoke to their needs.

To reflect meet the needs of the vast range of businesses across England, the BSS team can support individuals via a range of channels including phone, webchat, video call, email, and social media.
All customers receive an initial interaction with a Tier 1 adviser who would handle a range of questions, issues and business ideas. 

For those customers with more complex needs, a one-hour appointment with a very experienced Tier 2 adviser can be arranged to offer that more in-depth, bespoke, diagnostic approach helping identify needs and provide solutions.

To help with enquiries, advisers have access to the Knowledge Bank. 

This resource holds information on hundreds of publicly funded or subsidised schemes, programmes, and event and networking groups from across England, in order to signpost businesses to relevant support.

Case study: Building a solid foundation for success with the Business Support Service.

When Jen, an aspiring entrepreneur, reached out to the Business Support Service, she was passionate about her business idea but uncertain about the best way to move forward. 

Her main concerns were understanding the legal structures available to her, particularly the implications of setting up as a limited company, and how to effectively market her business once it was established.

Given the complexities of her queries, Jen was offered a meeting with a Tier 2 Adviser. 

The adviser conducted research on legal requirements specific to limited companies, ensuring they could provide clear and accurate information. 

They also pulled resources from the Knowledge Bank to develop an action plan tailored to Jen's needs, covering essential topics like corporation tax, withdrawal of funds from a limited company, and marketing strategies. 

Thinking ahead, the adviser acted with initiative, using the wider context of the situation to explore other potential areas of interest for Jen’s business. 

The adviser researched what support is available locally to her through Growth Hubs and enterprise agencies, as well as topics like planning, strategy, licensing, and insurances for pre-start-ups.

The adviser also prepared a series of diagnostic questions to ask Jen which might uncover any other areas needing support. 

This thorough preparation ensured that the adviser was equipped to offer Jen the most relevant advice and guidance during their call.

During the phone appointment, the adviser listened carefully as Jen shared her experiences and the research she had already done. 

This allowed the adviser to fully understand her situation and adjust their approach accordingly. 

Throughout the conversation, the adviser asked probing questions and used a start-up checklist to explore Jen's plans in greater detail. 

From this they learnt more about her target customers, and whether she had a marketing strategy in place. 

By doing so, the adviser was able to identify gaps in Jen’s planning and suggest specific actions to address these areas.

Based on the insights gained during the call, the adviser developed a comprehensive action plan to help Jen move her business forward. 

The plan focused on three key areas:

1. Market Research:

The adviser emphasised the importance of thorough market research, explaining how it could help Jen understand her competition, refine her service offering, and gain deeper insights into her target customers. 

They recommended various online resources that could assist with market research and suggested that Jen engage with local support organisations for hands-on assistance in writing a business plan. 

This plan would not only help Jen navigate the initial stages of her business but also provide a roadmap for future growth.

2. Legal Structure:

To help Jen choose the right legal structure, the adviser recommended consulting with professionals who could offer independent advice on the specific legal and tax obligations associated with each option. 

They also spent time discussing the pros and cons of various structures, ensuring that Jen understood the implications of each choice. 

This guidance was crucial in helping Jen make an informed decision that aligned with her business goals.

3. Marketing Strategy:

Recognising Jen's need for guidance in marketing, the adviser broke down the importance of having a clear marketing plan. 

They explained how a well-thought-out strategy could help Jen stay ahead of the competition, attract customers, and build a strong reputation for her business. 

The adviser also highlighted online resources and tools, such as marketing articles available via the Start Up Loans website, which offer tips on researching target markets, creating a marketing plan, and setting achievable goals. 

They suggested that Jen review these resources to develop a comprehensive marketing strategy that could be implemented as soon as her business was ready to launch.

As well as this advice, the adviser recommended several local business support organisations that could offer further assistance if needed, either for free or through membership-based services.

The path forward

The personalised support and detailed action plan provided by the BSS adviser could have a positive impact on Jen’s entrepreneurial journey. 

By taking an individualist approach to addressing her specific needs and concerns, the adviser equipped Jen with the knowledge and resources she needed to make informed decisions and confidently move her business idea forward.

With a solid understanding of legal structures, a clear plan for market research, and a strategy for marketing her business, Jen is now in a much stronger position to start her business on the right foot. 

The detailed action plan gives her a roadmap to follow, reducing the risk of costly mistakes and increasing her chances of success.

Every business is unique, and by taking the time to understand each client’s specific situation, the BSS ensures that the advice and guidance provided are both relevant and actionable. 

Through personalised advice, tailored action plans, and ongoing support, the BSS empowers business owners to make informed decisions and take strategic steps towards success. 

Jen’s experience is just one example of how the BSS can make a tangible difference in the lives of entrepreneurs, providing them with the tools they need to turn their business dreams into reality. 

As Jen continues on her entrepreneurial journey, she can take confidence in the knowledge that the BSS is there to support her every step of the way.

How do I contact the Business Support Service?

Businesses more information on the free advice available from the service can visit the Gov.uk website or reach out and speak to an adviser via phone (0800 998 1098), email, webchat, LinkedIn, X, Facebook, and YouTube.