Customer Experience Officer

Suffolk County Council

• Address: Endeavour House, Ipswich, Suffolk IP1 2BX
  , hybrid working
• Salary: £25,185 per annum (pro rata for part time)
• Hours: 37 hours per week, Flexible working options available - 4 posts
• Contract: Permanent

As a modern, flexible and effective organisation, at Suffolk County Council 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.

Join us as a Customer Experience Officer and play a vital role in providing excellent customer service. In this frontline position you will be the first point of contact for customers for a variety of Council services, handling enquiries through multiple channels such as phone, email, web chat and social media. You will use your outstanding communication abilities and knowledge of our services to resolve queries accurately and efficiently.

We are seeking individuals with proven customer service experience, strong IT proficiency, and the ability to thrive in a fast-paced, target-driven environment.

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

• Proven customer service experience
• Excellent communication and IT skills
• Ability to communicate with customers in a clear and tactful manner, showing empathy and resolving conflict effectively through a range of mediums including telephone, digital and written correspondence
• Excellent organisational and time management skills with 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

We are big believers in potential, possibility and the power of different ideas. We want to represent the diverse communities we serve and welcome applications from all individuals, especially those from groups that are currently underrepresented in the organisation.

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

We offer working options that flex to reflect the way people work today and take the time to understand and support your individual needs.