Business Support & Administration Customer Experience Officer

Position: Business Support & Administration Customer Experience Officer  Up to £13.48 / hour
Location Ipswich, Suffolk Salary Up  to £13.48/hr Job Type Temporary Job  Discipline Business Support & Administration
** Customer Experience Officer
**** Pay:** £13.48 per hour
*
* Hours:

** 37 hours per week, Monday-Friday (rotating shifts between 08:15-17:30)   
** Shift patterns:
** 08:15-16:09, 08:30-16:24, 09:00-16:54, 09:36-17:30
*
* Location:

** Ipswich, IP1 2BX
(office‐based)
** Length:
** Temp to perm - initial temporary contract for 12 weeks  
*
* Start date:

** ASAP
** Interview method:
** In‐person
** Opus People Solutions
** are recruiting on behalf of
** Suffolk County Council
** for a proactive and customer‐focused
** Customer Experience Officer
** to join their
** busy Contact Centre
** within the
** Customer Experience
** service.
** If you are passionate about delivering exceptional customer service, thrive in a fast‐paced environment, and enjoy helping people resolve queries at the first point of contact-this is an excellent opportunity to make a real difference within a respected public‐sector organisation.
**** About the Role
** As a Customer Experience Officer, you will provide high‐quality front‐line support to customers contacting the Council through a range of channels, including:
* Telephone* Email
* Web chat
* Social media

You will handle a variety of enquiries, ensuring every resident receives accurate, efficient, friendly and knowledgeable service. This is a target‐driven environment where you will work to resolve as many queries as possible at first point of contact.

You will also play a role in improving processes, supporting the wider Customer Experience team, and helping shape excellent service standards across the organisation.
** Daily tasks include:
*** Providing accurate advice across multiple service areas following agreed processes.
* Handling incoming contact via phone, email, web chat and social media.
* Updating records, databases and CRM systems with high levels of accuracy.
* Using initiative to problem‐solve within policies and procedures.
* Supporting team members to resolve more complex issues where needed.
* Contributing ideas for enhancing the customer journey and self‐service options.
* Keeping up to date with changes to systems, processes and policy guidance.
* Providing training and support to new colleagues when required.
* Promoting excellent customer experience with every interaction.
** We're looking for someone who is:
*** An excellent communicator with strong listening and questioning skills.
* Highly IT‐literate, confident using Word, Excel, email and online systems.
* Able to remain calm, professional and empathetic under pressure.
* Organised, detail‐focused and comfortable with repetitive tasks requiring accuracy.
* Able to problem‐solve and use initiative to find information.
* Customer‐focused with a genuine desire to help others.
* A team player who collaborates well and supports colleagues.
* Flexible, adaptable and open to new ways of working.

Experience in a call centre is beneficial but not essential - full training will be provided.
Relevant customer service qualifications (e.g., NVQ2) are welcomed but not mandatory.
** Ready to apply?
**** If you're enthusiastic, customer‐focused and ready for your next challenge - we'd love to hear from you!
**** All offers will be subject to satisfactory compliance screening, including right to work in the UK and references.*
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