At a Glance
- Tasks: Provide top-notch customer support via phone, email, and social media.
- Company: Join Suffolk County Council's dynamic Contact Centre team.
- Benefits: Earn £13.05/hour with potential for permanent role and career growth.
- Other info: Full training provided; no call centre experience needed.
- Why this job: Make a real difference by helping residents resolve their queries.
- Qualifications: Strong communication skills and a passion for customer service.
The predicted salary is between 13 - 13 £ per hour.
Pay: £13.05 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: 3 month assignment (potential for extension and role to become permanent)
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
- 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.
If you're enthusiastic, customer‐focused and ready for your next challenge - we'd love to hear from you.
Business Support & Administration Customer Experience Officer Ipswich, Suffolk Up to £13.05 / hour employer: Oaksec
Suffolk County Council is an excellent employer that values its employees and fosters a supportive work culture. With a focus on delivering exceptional customer service, the role of Customer Experience Officer offers opportunities for professional growth and development within a respected public-sector organisation. Located in Ipswich, employees benefit from a collaborative environment where their contributions directly impact the community, alongside comprehensive training and flexible working arrangements.
StudySmarter Expert Advice🤫
We think this is how you could land Business Support & Administration Customer Experience Officer Ipswich, Suffolk Up to £13.05 / hour
✨Tip Number 1
Get to know the company! Research Suffolk County Council and their values. This will help you tailor your responses during the interview and show that you're genuinely interested in being part of their team.
✨Tip Number 2
Practice your communication skills. Since this role is all about customer interaction, try role-playing common customer scenarios with a friend. This will boost your confidence and help you think on your feet!
✨Tip Number 3
Be ready to showcase your problem-solving skills. Think of examples from your past experiences where you successfully resolved issues for customers. This will demonstrate your ability to handle queries effectively.
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets noticed. Plus, we love seeing enthusiastic candidates who are eager to join us in delivering exceptional customer service.
We think you need these skills to ace Business Support & Administration Customer Experience Officer Ipswich, Suffolk Up to £13.05 / hour
Some tips for your application 🫡
Tailor Your Application:Make sure to customise your CV and cover letter for the Customer Experience Officer role. Highlight your customer service skills and any relevant experience that shows you can thrive in a busy environment like ours.
Showcase Your Communication Skills:Since this role is all about communication, be sure to demonstrate your listening and questioning skills in your application. Use clear and concise language to show us you can convey information effectively.
Be Yourself:We want to see your personality shine through! Don’t be afraid to let us know why you’re passionate about helping others and how you can contribute to enhancing the customer journey at Suffolk County Council.
Apply Through Our Website:For the best chance of success, make sure to apply directly through our website. This way, we can easily track your application and get back to you quickly!
How to prepare for a job interview at Oaksec
✨Know the Role Inside Out
Before your interview, make sure you thoroughly understand the Customer Experience Officer role. Familiarise yourself with the daily tasks and responsibilities mentioned in the job description. This will help you tailor your answers to show how your skills and experiences align perfectly with what they’re looking for.
✨Showcase Your Communication Skills
As a Customer Experience Officer, excellent communication is key. Prepare examples of how you've effectively communicated in previous roles, especially in high-pressure situations. Practising common interview questions can help you articulate your thoughts clearly and confidently during the interview.
✨Demonstrate Problem-Solving Abilities
Be ready to discuss specific instances where you've successfully resolved customer queries or issues. Think about how you used your initiative to find solutions and how that aligns with the role's requirement to handle enquiries efficiently at the first point of contact.
✨Emphasise Teamwork and Adaptability
The role requires collaboration and flexibility, so prepare to share examples of how you've worked well in a team and adapted to new challenges. Highlight any experience you have in supporting colleagues or contributing to process improvements, as this will resonate well with the interviewers.
