Customer Experience Officer

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Address: Customer Contact Centre, Stowmarket, Suffolk IP14 1AD - Hybrid
Salary: £24,404 per annum (pro rata for part time)
Hours: 37 hours per week, Flexible working options available
Contract: Permanent

Job Description

Suffolk County Council
Address: Customer Contact Centre, Stowmarket, Suffolk IP14 1AD - Hybrid
Salary: £24,404 per annum (pro rata for part time)
Hours: 37 hours per week, Flexible working options available
Contract: Permanent

As a modern, flexible and effective organisation, we’re driven to make a positive difference to the environment, the communities we serve and the careers of our people. That’s why, when you join us as a Customer Experience Officer, you’ll be encouraged to share your fresh thinking and empowered to explore new ideas that will shape and improve our services as well as your career.

Reimagine the possibilities.

Your Role And Responsibilities

Join us as a Customer Experience Officer and play a vital role in providing excellent customer service. In this frontline position, you'll be the first point of contact for customers who will require a variety of council services, handling enquiries through multiple channels like phone, email, web chat, and social media. You'll use your outstanding communication abilities and knowledge of our services to resolve queries accurately and efficiently. We're seeking individuals with proven customer service experience, strong IT proficiency, and the ability to thrive in a fast-paced, target-driven environment. If you're passionate about making a positive difference and delivering outstanding support to the people of Suffolk, we'd love to hear from you.

You will need

proven customer service experience
excellent communication and IT skills
ability to communicate with customers in a clear and tactful manner, show empathy and resolve conflict effectively through a range of mediums including telephone, digital and written correspondence
excellent organisational and time management skills and the ability to prioritise work to achieve deadlines and team objectives
contact centre experience is preferred but not essential as full training will be given.

The contact centre is open from 8.30am - 5.30pm, Monday - Friday and there are a variety of shifts to cover the opening hours.

You can view a full list of requirements in the Job and Person Profile (Word) .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

Your role is a key part of the Customer Service team and sits in the overall area of Communications and Customer Service. The wider team includes Web and Digital Transformation, Social Media and Customer Data and Insight. This is a central team that interacts with all parts of the organisation

We are a busy and supportive team who takes pride in giving the best service we can.

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 Paul Coffey for a casual conversation. You can reach them by calling 01473 296632 or emailing paul.coffey@suffolk.gov.uk

How To Apply

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

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

Step 3 - Upload asupporting statementanswering the following questions below (no more than 400 words per question). You should use the Supporting Statement template (Word) .

Describe your experience working in a team environment toward shared goals and targets. What role did you play?
Tell us how you would handle a situation where you didn't have enough information to fully resolve a customer's enquiry.
What has interested you in applying for this position within Customer Services ?

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.

We value authentic applications that showcase your genuine skills and experiences. Applications suspected of being generated by AI may be rejected. We ask you to present your own work and ideas throughout the application process.

If you require any reasonable adjustments to the application process before the next selection stage, please contact our Recruitment Team by emailing recruitment@suffolk.gov.uk or calling 03456 014412.If you are invited to the next stage of selection, you will have another opportunity to request adjustments for the next stages of the process.

Closing date: 11.30pm, 4 August 2025.

Interview date: 18, 19 and 20 August 2025.

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 checks or police vetting will be required for relevant posts.

About Us

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.

In return, you’ll enjoy:

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) .

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Location:: Stowmarket, England, United Kingdom
Salary:: £60,000 - £80,000
Job Type:: PartTime
Category:: Human Resources

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