Apprentice Customer Experience Officer

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

Job summary

A local government council is seeking an Apprentice Customer Experience Officer in Stowmarket. This role involves providing excellent customer service as the first point of contact for various council services. The position is part of a vital apprenticeship that spans 18 months, aimed at developing skills necessary for a career in Local Government. Ideal candidates will possess strong communication and IT skills and a passion for helping others.

Benefits

Up to 29 days annual leave

Local Government Pension Scheme membership

Travel and health benefits

Training and career development

Flexible working options

Qualifications

• Proven customer service experience is preferred.
• Strong ability to communicate effectively in various formats.
• Organise and prioritise tasks to meet deadlines.

Responsibilities

• Act as the first point of contact for customer queries.
• Resolve customer issues across various communication channels.
• Provide excellent customer support and service.

Skills

Excellent communication skills

IT proficiency

Ability to resolve conflict

Organisational skills

Job description

Overview

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. Working towards the successful completion of a Public Service Operational Delivery Officer Level 3 apprenticeship to support a career in Local Government.

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\'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.

The apprenticeship

• Public Service Operational Delivery Officer - Level 3
• 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. We want to provide opportunities for anyone interested in launching or advancing their career.

Working towards the successful completion of a Public Service Operational Delivery Officer Level 3 apprenticeship to support a career in Local Government. Further information about this standard can be found here Public service operational delivery officer / Skills England. Read the Job and Person Profile (Word) and the Apprenticeship Recruitment Brochure. During the apprenticeship, you\'ll be working towards the role described in the Job and Person Profile. You will have the opportunity to receive hands-on training and pursue certification. Completing your apprenticeship does not guarantee a full-time position. However, we are dedicated to helping you find a job. You will have priority access when you apply for vacancies. This applies during the final 3 months of your contract.

Requirements

• 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 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 (docx). 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 (suffolk.gov.uk)

For more information

Please contact Paul Coffey for a casual conversation. You can reach them by calling 01473 296632 or emailing [e-mail]

How to apply

1. Read the Job and Person Profile (docx).
2. Click ‘Apply Now’ to start your online application.
3. Upload a supporting statement answering the following questions below (no more than 400 words per question). You should use the Supporting Statement template (docx).
4. 1. Describe your experience working in a team environment toward shared goals and targets. What role did you play?
5. 2. What has interested you in applying for this position within Customer Services?
6. 3. What are you hoping to gain from this apprenticeship?
7. 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. If you require any reasonable adjustments to the application process before the next selection stage, please contact our Recruitment Team by emailing [e-mail] 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

Closing date: 12 November 2025
Interview date: To be confirmed

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. #LI-Onsite

Benefits and commitments

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. 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!

More information

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).