Customer Experience Officer

Opus People Solutions Limited; Ipswich; On-site; GBP 15,000 - 22,000; Full time

Job summary

Suffolk County Council in Ipswich is seeking a Customer Experience Officer to join the busy Contact Centre within the Customer Experience service. You will deliver front-line support across multiple channels (phone, email, web chat and social media) ensuring accurate, friendly and knowledgeable responses.

This 37-hour per week, office-based role is initially a 12-week temporary contract with potential to progress to permanent. Full training will be provided; right to work in the UK checks apply.

Qualifications

• Excellent communication and active listening skills.
• Able to use IT systems including Word and Excel.
• Customer-focused with a proactive problem-solving approach.

Responsibilities

• Provide accurate advice across multiple service areas following agreed processes.
• Handle incoming contact via phone, email, web chat and social media.
• Update records, databases and CRM systems with high accuracy.

Skills

Communication

IT literacy

Customer service

Team player

Organised

Education

NVQ2

Tools

Microsoft Word

Excel

CRM systems

Email

Job description

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.

All offers will be subject to satisfactory compliance screening, including right to work in the UK and references.