At a Glance
- Tasks: Provide first-line IT support and ensure a top-notch customer experience.
- Company: Join East Sussex County Council's dynamic IT & Digital team.
- Benefits: Competitive pay, flexible working, and the chance to make a difference.
- Other info: Opportunity for career growth and development in a supportive environment.
- Why this job: Perfect for tech-savvy problem solvers who love helping others.
- Qualifications: Experience in customer service or IT support is essential.
Adecco are delighted to be recruiting on behalf of East Sussex County Council for a Customer Experience Officer to join the IT & Digital Customer and Partnerships team. In this customer-focused role, you will provide application and service support for Management Information Systems used by schools and other supported customers, ensuring a high-quality experience from initial contact through to resolution.
This is an excellent opportunity for an experienced customer service or IT support professional who enjoys solving problems, managing customer expectations, and delivering exceptional service in a fast-paced environment.
Key Responsibilities
- Provide first-line support for customers via telephone, email and service management tools.
- Log, investigate and resolve incidents and service requests wherever possible.
- Escalate complex issues to internal teams or third-party providers as required.
- Deliver clear and professional advice to customers regarding software and systems.
- Monitor and track support requests to ensure 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.
About You
We are looking for someone who has:
- Previous experience in a customer service, helpdesk, service desk or IT support environment.
- Excellent communication skills with the ability to explain technical information to non-technical users.
- Strong problem-solving and analytical abilities.
- Experience using Microsoft Office and database management systems.
- Good organisational skills with the ability to prioritise competing demands.
- A customer-first approach and the ability to remain calm under pressure.
- Knowledge of ICT systems and management information systems.
- An understanding of IT Service Management principles, with ITIL knowledge or qualifications being advantageous.
Essential Requirements
- Educated to A-Level, HNC level or equivalent experience.
- Satisfactory DBS clearance.
- Strong understanding of customer service delivery.
- Ability to work independently and use initiative.
- Willingness to travel occasionally across the Orbis partnership area when required.
What You'll Be Doing
You will act as one of the primary points of contact for customers, helping to resolve technical issues, supporting business-critical systems and ensuring excellent service delivery. The role involves working closely with internal support teams and customers to coordinate solutions and maintain high service standards. You may also assist with supervising junior colleagues or deputising for senior team members when required.
If you're passionate about customer service, technology and helping people solve problems, we'd love to hear from you. Apply today through Adecco to be considered for this exciting opportunity with East Sussex County Council.
Adecco acts as an employment agency for permanent recruitment and an employment business for the supply of temporary workers. The Adecco Group UK & Ireland is an Equal Opportunities Employer.
1st Line IT Support Officer employer: Adecco
Adecco is an excellent employer, offering a supportive work culture that values flexibility and work-life balance, particularly for the Seasonal DBS Cleaner role in Chelmsford. Employees benefit from a competitive pension scheme and various incentives, alongside opportunities for personal growth and development within a dynamic team environment, making it a rewarding place to contribute to the cleanliness of educational settings.
StudySmarter Expert Advice🤫
We think this is how you could land 1st Line IT Support Officer
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Adecco. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Adecco before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace 1st Line IT Support Officer
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Adecco:Your cover letter is your chance to shine! Tell us why you want to work at Adecco specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Adecco!
How to prepare for a job interview at Adecco
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
