Customer Experience Officer

Your role is a key part of the Customer Service team and sits in the overall area of Communications and Customer Service. The wider team includes Web and Digital Transformation, Social Media and Customer Data and Insight. This is a central team that interacts with all parts of the organisation, Step 3 - Upload a supporting statement answering the following questions below (no more than 400 words per question). You should use the Supporting Statement template (word). 1. Describe your experience working in a team environment toward shared goals and targets. What role did you play? 2. Tell us how you would handle a situation where you didn't have enough information to fully resolve a customer's enquiry.

Join us as a Customer Experience Officer and play a vital role in providing excellent customer service. In this frontline position, you'll be the first point of contact for customers for a variety of Council services, handling enquiries through multiple channels like phone, email, web chat, and social media. You'll use your outstanding communication abilities and knowledge of our services to resolve queries accurately and efficiently. We're seeking individuals with proven customer service experience, strong IT proficiency, and the ability to thrive in a fast-paced, target-driven environment. If you're passionate about making a positive difference and delivering outstanding support to the people of Suffolk, we'd love to hear from you.,

• proven customer service experience
• excellent communication and IT skills
• ability to communicate with customers in a clear and tactful manner, show empathy and resolve conflict effectively through a range of mediums including telephone, digital and written correspondence
• excellent organisational and time management skills and the ability to prioritise work to achieve deadlines and team objectives
• contact centre experience is preferred but not essential as full training will be given.
The contact centre is open from 8.30am - 5.30pm, Monday - Friday and there are a variety of shifts to cover the opening hours.

As a modern, flexible and effective organisation, at Suffolk County Council we're driven to make a positive difference to the environment, the communities we serve and the careers of our people. That's why, when you join us as a Customer Experience Officer, you'll be encouraged to share your fresh thinking and empowered to explore new ideas that will shape and improve our services as well as your career.

As a modern and effective council, we offer a wide variety of careers to suit people with a range of skills, abilities and ambitions. We offer working options that flex to reflect the way people work today and take the time to understand and support your individual needs. We're driven to make a positive difference to the world around us and encourage everyone with drive and focus to join us and build an influential and impactful career. Reimagine the possibilities. In return, you'll enjoy:
• up to 29 days annual leave entitlement (pro rata), plus UK bank holidays and two paid volunteering days
• membership of a competitive Local Government Pension Scheme (LGPS)
• travel, lifestyle, health and wellbeing benefits
• performance-related annual pay progression, in addition to an annual cost-of-living pay increase
• training and encouragement to expand your knowledge
• a variety of career development opportunities across our organisation
• diverse and active staff networks
• flexible working options, with the right to request flexible working from your first day
Plus lots more!