IT Customer Experience Specialist

Adecco; England; On-site; GBP 23,000 - 30,000; Full time

Job summary

East Sussex County Council is seeking a Customer Experience Officer (IT) to join the IT & Digital Customer and Partnerships team. You will provide first-line support for MIS used by schools and other customers, ensuring a high-quality experience from initial contact to resolution.

This role suits an experienced customer service or IT support professional who enjoys solving problems, managing expectations, and delivering excellent service in a fast-paced environment.

Qualifications

• Experience in customer service, helpdesk, or IT support environments.
• Strong communication and ability to explain technical concepts clearly.
• Problem-solving and analytical abilities.
• Experience with Microsoft Office and databases.
• Good organisational skills with ability to prioritise.
• Customer-first approach and ability to stay calm under pressure.
• Knowledge of ICT systems and MIS; ITIL knowledge is advantageous.

Responsibilities

• Provide first-line support for customers via telephone, email and service management tools.
• Log, investigate and resolve incidents and service requests.
• Escalate complex issues to internal teams or third parties as required.
• Deliver professional advice regarding software and systems.
• Monitor and track service requests for timely resolution.
• Build strong working relationships with customers, colleagues and external stakeholders.
• Assist in producing reports, statistics and service information.
• Identify opportunities to improve systems, processes and customer experiences.

Skills

Customer service

Helpdesk

IT support

Clear communication

Problem solving

Analytical thinking

Organisational skills

Education

A-Level or equivalent (HNC)

Tools

Microsoft Office

Database management systems

Job description

East Sussex County Council is seeking a Customer Experience Officer (IT) to join the IT & Digital Customer and Partnerships team. You will provide first-line support for MIS used by schools and other customers, ensuring a high-quality experience from initial contact to resolution.

This role suits an experienced customer service or IT support professional who enjoys solving problems, managing expectations, and delivering excellent service in a fast-paced environment.