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 full training provided.
- Other info: Flexible shifts and opportunities for career growth 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: Stowmarket, IP14 1AD (office based) for training initially. Ipswich, IP1 2BX (office based) from mid-end July due to service relocation.
Length: 12 weeks
Start date: 22nd June 2026
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.
Ready to apply?
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 Stowmarket, Suffolk Up to £13.05 [...] employer: Oaksec
Suffolk County Council is an excellent employer that prioritises employee development and a supportive work culture, making it an ideal place for those passionate about customer service. With a focus on delivering exceptional experiences, employees benefit from comprehensive training, opportunities for growth, and a collaborative environment that values teamwork and innovation. Located in Stowmarket, the role offers a chance to make a meaningful impact within the community while enjoying a structured work schedule and a commitment to work-life balance.
StudySmarter Expert Advice🤫
We think this is how you could land Business Support & Administration Customer Experience Officer Stowmarket, Suffolk Up to £13.05 [...]
✨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 scenarios with a friend or family member. 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, which is crucial for this role.
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets noticed. Plus, we love seeing candidates who take the initiative to connect directly with us.
We think you need these skills to ace Business Support & Administration Customer Experience Officer Stowmarket, Suffolk Up to £13.05 [...]
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 excellent communication, give examples of how you've effectively communicated with customers in the past. Whether it's through phone, email, or social media, let us know how you’ve made a difference!
Be Yourself:We want to see your personality shine through! Don’t be afraid to show your passion for helping others and your enthusiasm for the role. A genuine approach can really make your application stand out.
Apply Through Our Website:For the best chance of success, make sure to apply directly through our website. It’s the easiest way for us to receive your application and get you on the path to joining our team!
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 Customer Service Skills
Prepare examples from your past experiences that highlight your customer service skills. Think about times when you resolved a difficult situation or went above and beyond for a customer. This will show the interviewers that you have the right mindset for a fast-paced environment.
✨Practice Common Interview Questions
Anticipate questions related to problem-solving, teamwork, and handling pressure. Practising your responses can help you feel more confident during the interview. Consider using the STAR method (Situation, Task, Action, Result) to structure your answers effectively.
✨Be Ready to Discuss Process Improvement
Since the role involves contributing ideas for enhancing the customer journey, think about any suggestions you might have for improving processes. This shows that you're proactive and invested in making a positive impact within the organisation.
