Apprentice Customer Experience Officer

Suffolk County Council; Ipswich; On-site; GBP 25,000; Full time

Job summary

A local government organization in Ipswich is seeking an Apprentice Customer Experience Officer. You will be the first point of contact for customers, providing excellent service through various channels. The role offers training and a duration of 18 months with flexible working options. Ideal candidates will have strong communication and organizational skills. Competitive benefits, including annual leave and pension scheme, are included.

Benefits

Up to 29 days annual leave

Local Government Pension Scheme

Travel and health benefits

Career development opportunities

Qualifications

• Ability to communicate with customers in a clear and tactful manner.
• Show empathy and resolve conflict effectively through telephone and digital correspondence.
• Excellent organisational skills and the ability to prioritise work.

Responsibilities

• Provide excellent customer service as the first point of contact.
• Handle enquiries through phone, email, web chat, and social media.

Skills

Excellent communication skills

IT skills

Time-management skills

Empathy

Job description

Job Description

Suffolk County Council

• Address: Customer Contact Centre, Stowmarket, IP14 1AD – Onsite working
• Salary: £24,413 per annum, pro rata for part time
• Hours: 37 hours per week, flexible working options available
• Contract: Fixed term contract for 18 months

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 an Apprentice 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.

Your Role And Responsibilities

Join us as an Apprentice 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 for a variety of Council services, handling enquiries through multiple channels like 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.

Your apprenticeship

• Public Service Operational Delivery Officer – Level 3
• Duration: 18 months

We welcome apprenticeship applications from all ages and backgrounds. There’s no upper age limit – it’s never too late to start developing new skills. This apprenticeship will provide hands‑on training and the opportunity to pursue certification. Completion does not guarantee a full‑time position, but you will receive priority access when vacancies arise during the final 3 months of your contract.

You will need:

• Excellent communication and IT skills
• Ability to communicate with customers in a clear and tactful manner, show empathy and resolve conflict effectively through 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 not essential; full training will be provided

The contact centre is open from 8:30 am – 5:30 pm, Monday‑Friday, with a variety of shifts to cover opening hours.

How To Apply

Step 1 – Read the Job and Person Profile (docx).

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

Step 3 – Upload a supporting statement answering the following questions (no more than 400 words per question) using the Supporting Statement template (docx):

• Describe your experience working in a team environment toward shared goals and targets. What role did you play?
• What has interested you in applying for this position within Customer Services?
• What are you hoping to gain from this apprenticeship?

Step 4 – Upload a CV (without name and personal details).

Please note: Without a supporting statement and CV, your application will not be progressed. Supporting documents must be in PDF or MS Word format.

For reasonable adjustments to the application process, email [e-mail] or call 03456 014412.

Closing date: 12 November 2025

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 increase
• Training and encouragement to expand your knowledge
• A variety of career development opportunities across the organisation
• Diverse and active staff networks
• Flexible working options, with the right to request flexible working from your first day

Contact: Paul Coffey, 01473 296632, [e-mail]

We welcome applications from all individuals, especially those from under‑represented groups. We are committed to safeguarding and promoting the welfare of children, young people and vulnerable adults.