Customer Experience Officer

Overview

Customer Experience Officer

Pay: £13.05 per hour

Hours: 37 hours per week, Monday to 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: 3 month assignment (potential for extension and role to become permanent)

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.

Responsibilities

• Provide high-quality front-line support to customers contacting the Council through a range of channels: telephone, email, web chat, and social media.
• Handle a variety of enquiries, ensuring residents receive accurate, efficient, friendly and knowledgeable service.
• Work in a target-driven environment to resolve as many queries as possible at first point of contact.
• Help improve processes, support the wider Customer Experience team, and shape service standards across the organisation.
• Daily tasks: provide accurate advice across multiple service areas following agreed processes; update records, databases and CRM systems with high accuracy; use initiative to problem-solve within policies and procedures.
• Support team members to resolve more complex issues when needed.
• Contribute ideas for enhancing the customer journey and self-service options.
• Keep up to date with changes to systems, processes and policy guidance.
• Provide training and support to new colleagues when required.
• Promote excellent customer experience with every interaction.

Qualifications and Skills

• Excellent communication 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.

Additional

Ready to apply? If you're enthusiastic, customer-focused and ready for your next challenge - we'd love to hear from you.