At a Glance
- Tasks: Deliver exceptional customer service via phone, email, web chat, and social media.
- Company: Join Suffolk County Council's dynamic Contact Centre team.
- Benefits: Earn £13.05 per hour with flexible shifts and full training provided.
- Other info: Enjoy a supportive team environment with opportunities for growth.
- 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)
Location: Stowmarket, IP14 1AD (office‐based)
Length: 12 weeks
Start date: 22nd June 2026
Interview method: In‐person
About the Role
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.
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.
Customer Experience Officer in Stowmarket employer: Schools Choice
Suffolk County Council is an exceptional employer that values its employees and fosters a supportive work culture. As a Customer Experience Officer in Stowmarket, you will benefit from a structured training programme, opportunities for professional development, and the chance to make a meaningful impact in the community. With a focus on teamwork and collaboration, you'll thrive in a dynamic environment where your contributions are recognised and appreciated.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Experience Officer in Stowmarket
✨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 a 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 help you feel more confident and prepared for those tricky questions.
✨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 handle queries effectively, which is key for a Customer Experience Officer.
✨Tip Number 4
Don’t forget to 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 engage directly with us.
We think you need these skills to ace Customer Experience Officer in Stowmarket
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 communication is key in this role, use your application to demonstrate your excellent listening and questioning abilities. Share examples of how you've effectively resolved queries or helped customers in the past.
Be Detail-Oriented:We love candidates who pay attention to detail! Ensure your application is free from typos and errors. This reflects your ability to maintain accuracy, which is crucial for the Customer Experience Officer position.
Apply Through Our Website:Don’t forget to submit your application through our website! It’s the best way for us to receive your details and ensures you’re considered for the role. We can’t wait to see what you bring to the team!
How to prepare for a job interview at Schools Choice
✨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 various channels and providing accurate advice. This will help you demonstrate your enthusiasm and suitability 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 during the interview.
✨Demonstrate Problem-Solving Abilities
Think of specific instances where you've successfully resolved customer issues or improved processes. Be ready to discuss these examples in detail, highlighting your initiative and ability to work within policies while still finding effective solutions.
✨Be Ready to Discuss Teamwork
Collaboration is key in this role, so prepare to talk about your experiences working in teams. Share how you've supported colleagues or contributed to team goals, and express your willingness to adapt and learn from others in the Customer Experience team.
