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 per hour with potential for permanent role and full training.
- Other info: Flexible shifts and a supportive team environment await you.
- Why this job: Make a real difference in your community while developing valuable skills.
- Qualifications: Strong communication skills and a passion for helping others.
The predicted salary is between 27000 - 28000 £ per year.
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.
Customer Experience Officer — Frontline Support (Ipswich) 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 Customer Experience Officer — Frontline Support (Ipswich)
✨Tip Number 1
Get to know the company! Research Suffolk County Council and their customer service values. This will help you tailor your responses during the interview and show that you're genuinely interested in the role.
✨Tip Number 2
Practice your communication skills! Since this role is all about delivering exceptional customer service, try role-playing common customer scenarios with a friend. This will help you feel more confident when handling queries.
✨Tip Number 3
Be ready to showcase your problem-solving skills! Think of examples from your past experiences where you successfully resolved issues. This will demonstrate your ability to think on your feet and provide excellent support.
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets noticed. Plus, we’re always looking for passionate individuals like you to join our team and make a difference!
We think you need these skills to ace Customer Experience Officer — Frontline Support (Ipswich)
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 fast-paced environment like ours.
Showcase Your Communication Skills:Since this role is all about providing excellent customer support, let your communication skills shine through in your application. Use clear and concise language, and don’t forget to mention any experience you have with different communication channels like phone, email, or social media.
Be Yourself:We want to get to know the real you! Don’t be afraid to show your personality in your application. Share your passion for helping others and any personal experiences that demonstrate your commitment to customer service.
Apply Through Our Website:To make sure your application gets to us quickly, apply directly through our website. It’s the best way to ensure we see your application and can consider you for this exciting opportunity!
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 key responsibilities, such as handling enquiries via phone, email, and social media. This will help you demonstrate your knowledge and enthusiasm for the position.
✨Showcase Your Communication Skills
As a Customer Experience Officer, excellent communication is crucial. Prepare examples of how you've effectively communicated in previous roles, especially in high-pressure situations. Practising common interview questions can also help you articulate your thoughts clearly.
✨Demonstrate Problem-Solving Abilities
Think of specific instances where you've successfully resolved customer issues or improved processes. Be ready to discuss these examples during the interview, as they highlight your initiative and ability to think on your feet—qualities that are essential for this role.
✨Emphasise Teamwork and Adaptability
The role requires collaboration and flexibility. Share experiences where you've worked well in a team or adapted to new challenges. This will show that you're not only a great fit for the team but also open to learning and growing within the organisation.
