Customer Experience Associate - Front-Line Support

SourceFlow; Ipswich; Hybrid; GBP 15,000 - 22,000; Full time

Job summary

Suffolk County Council is hiring a Customer Experience Officer to join the busy Contact Centre. This office-based role in Ipswich involves handling customer enquiries by phone, email, web chat and social media with accuracy and empathy.

You will contribute to improving the customer journey, support team members, and promote excellent service standards across the organisation. Training is provided for staff new to the role.

Qualifications

• Excellent communication and listening skills.
• Strong IT skills with Word/Excel proficiency.
• Organised with attention to detail and accuracy.
• Team player who supports colleagues and maintains a positive attitude.

Responsibilities

• Provide high-quality front-line support to customers via multiple channels.
• Handle enquiries accurately and resolve where possible at first contact.
• Update records and CRM data with high levels of accuracy.
• Assist in process improvements and training for new staff.

Skills

Excellent communication

IT literate

Organised

Detail oriented

Team player

Education

NVQ2

Tools

Word

Excel

CRM systems

Job description

Suffolk County Council is hiring a Customer Experience Officer to join the busy Contact Centre. This office-based role in Ipswich involves handling customer enquiries by phone, email, web chat and social media with accuracy and empathy.

You will contribute to improving the customer journey, support team members, and promote excellent service standards across the organisation. Training is provided for staff new to the role.