Senior Customer Experience Officer (Hybrid)

Sheffield City Council; Sheffield; Hybrid; GBP 26,000 - 34,000; Full time

Benefits offered by this job

Hybrid work model

Career development

Supportive team environment

Impact on residents and communities

Varied work and learning opportunities

Job summary

Sheffield City Council’s Core Customer Hub is seeking a Senior Customer Service Officer to handle complex enquiries, interpret regulations and deliver fair outcomes for residents and businesses. You will join a team delivering frontline and back-office support across multiple channels, ensuring high-quality customer experiences in a hybrid working model.

You will mentor colleagues, manage workflows, and contribute to continuous service improvements while building knowledge within regulatory

Qualifications

• Experience handling complex customer enquiries or casework.
• Excellent communication and interpersonal skills across platforms.
• Ability to analyse information, assess evidence and make sound decisions.
• Comfort with handling sensitive, challenging or contentious situations.

Responsibilities

• Manage complex and escalated customer enquiries and service requests.
• Interpret legislation, policy and information to reach fair outcomes.
• Collaborate with internal/external partners and stakeholders.
• Coach and mentor colleagues through knowledge sharing.
• Maintain accurate records and ensure compliance with statutory requirements.
• Identify opportunities for service improvement and contribute to continuous improvement initiatives.

Job description

Sheffield City Council’s Core Customer Hub is seeking a Senior Customer Service Officer to handle complex enquiries, interpret regulations and deliver fair outcomes for residents and businesses. You will join a team delivering frontline and back-office support across multiple channels, ensuring high-quality customer experiences in a hybrid working model.

You will mentor colleagues, manage workflows, and contribute to continuous service improvements while building knowledge within regulatory