Customer Support Officer

Babergh District Council and Mid Suffolk District Council; Stowmarket; Hybrid; GBP 26,000 - 31,000; Full time

Job summary

Babergh and Mid Suffolk District Councils seek committed Customer Support Officers to join their team. This role involves delivering excellent customer service through various channels, including a high volume of telephone inquiries. Successful candidates will demonstrate strong communication skills, empathy, and the ability to resolve customer queries efficiently. The position offers full-time, part-time, and job share opportunities, with a mix of home and office working.

Benefits

Learning and development opportunities

Generous leave entitlement

Competitive Local Government Pension Scheme

Wellbeing Support Program

Employee Assist Program

Health Care Options

Qualifications

• Excellent communicator for frontline support.
• Demonstrates empathy and listening skills.
• Organized with good IT skills.

Responsibilities

• Provide customer support via various communication methods.
• Handle 65-85 calls per day.
• Resolve queries at the first point of contact.

Skills

Communication

Empathy

Listening Skills

Problem Solving

IT Skills

Job description

• Babergh and Mid Suffolk District Councils - Stowmarket, Suffolk IP14 1AD
• £26,835 - £30,060 per annum (pro rata for part time)
• Full Time, 37 hours per week
• Fixed Term Contract or Secondment Opportunity for 18 months

Full time, part time and job share opportunities will be considered.

What we are looking for

We are looking for committed, flexible and proactive Customer Support Officers to join our Customer Support Team. You will have a positive outlook and will share our values , commitment, and motivation to make a difference for our residents, clients, and communities.

About the role

The role will be a mix of both home working and working at our customer access points on a rota basis across Stowmarket, Sudbury, Shotley, Hadleigh and Eye between the hours of 8.45am - 5pm Monday - Friday.

Our team members provide excellent customer service in a fast-paced environment via various communication methods with the majority being a high volume of telephone enquiries (between 65-85 calls handled per day, per officer).

Officers are customer focused, organised, and able to work accurately whilst applying processes and ensuring that customer queries are resolved as much as possible at the first point of contact.

About you

To be successful, you will need to be an excellent communicator, as this is a frontline position, providing customer support to our residents and communities.

You will also need to demonstrate empathy, highly tuned listening skills and the ability to quickly understand customer queries and develop solutions to problems using your own initiative.

You will need to be organised with good IT skills and the ability to adapt to the needs of customers and the team. This is an exciting, fast paced role, where no two days are the same.

Our Customer Support Team enjoy an ongoing commitment to learning, development and creativity.

We believe in putting the customer at the heart of everything we do and are always striving to improve the service we provide.

About us

Working together across our councils and with our partners in the public, private and voluntary sectors, we provide excellent services to our 190,000 residents across Babergh and Mid Suffolk.

We are proud of the role we play in creating the environment, economy, and communities for our districts. We believe that the heart of Suffolk is an incredibly special place to live and work. With picturesque market towns, 60 conservation areas and with two National Landscapes within our districts, it is little wonder that we are consistently within the top 50 places to live in the UK.

Benefits of working for us

• Great opportunities for learning and development.
• Generous leave entitlement (equivalent to 26 days a year, increasing to 31 days after 5 years' service, plus bank holidays).
• Competitive Local Government Pension Scheme.
• Wellbeing Support Program
• Employee Assist Program
• Health Care Options

For more information, visit our Employee Benefits page (suffolkjobsdirect.org) and view ' The best things about working for Babergh and Mid Suffolk District Councils (youtube) ' to find out what our employees say about working for us.

Our ways of working

Work is what we do, not where we go! We are committed to working in a more Hybrid way, with a mix of office, home, and remote based working (Business needs permitting). This has worked well for us and is something we will be continuing with.

We are committed to supporting equality and diversity, Babergh and Mid Suffolk District Councils provide opportunity and ambition for all, supporting and enabling our people to deliver the best possible service for our residents.

For more information

If you wish to discuss the hybrid working approach for these roles, or for an informal discussion, please contact Gary Allen by either calling 01449 742887 or emailing [e-mail]

Please read the Job Description, Person Specification (pdf) and Addendum (pdf) before applying for this job opportunity.

Closing date: 5pm, 11 June 2025

When applying, please ensure:

• that you complete the application form as fully as possible with your employment and educational history as shortlisting will be based upon the application form and supporting statement only.
• your statement indicates how you meet each of the criteria in the Person Profile' section of the Job Description/Person Specification (JDPS).

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.