Digital Customer Services Officer

Join our Digital team as a Digital Customer Service Officer and play a key role in helping colleagues across the organisation stay connected, supported and productive. Working as part of a customer-focused service, the post holder will provide day-to-day digital and technical support, helping to minimise disruption and ensure staff can access the tools and services they need to deliver for residents.

Our team delivers frontline IT and digital support across multiple council sites, responding to service requests, resolving technical issues and maintaining access to essential systems and equipment. By providing an effective and easy-to-use support service, we help the wider authority work efficiently and continue delivering important services to the borough with as little interruption as possible.

The core responsibility of the post holder is to respond to incidents and service requests, diagnose and resolve a wide range of hardware, software and account issues, and keep users informed throughout. They will be expected to deliver timely, high-quality support, maintain accurate records, contribute to knowledge sharing and help ensure customers experience a reliable and responsive digital service.

The successful candidate

As well as delivering excellent first-line support, the successful candidate will help manage user accounts, support software installation and updates, assist with hardware set-up and maintenance, and contribute to clear documentation and self-service guidance. They will bring strong communication skills, a calm and logical approach to problem-solving, and the ability to work collaboratively with colleagues and users at all levels.

We are looking for someone with experience in a customer-facing role, a good working knowledge of Microsoft end-user computing environments and Outlook support, and the confidence to understand user needs quickly and explain solutions clearly. A broader technical background, knowledge of remote access tools, IT infrastructure or service management frameworks would be an advantage, but these are areas that can be further developed in the role for the right candidate.

Our People First strategy is our promise to make North Tyneside Council an exceptional place to work, where everyone can thrive and flourish. A place where people want to work, where joining our team is an exciting prospect, staying with us feels like a great decision, and building your career at North Tyneside Council is a natural progression.

As part of our People First strategy, we are committed to creating a workplace that reflects the diverse communities we serve. We believe that diversity, equity, and inclusion are fundamental to our success and the well-being of our employees and residents. Our goal is to foster an environment where everyone feels welcome, safe and valued.

Together, we're crafting a workplace that's built on our values and a shared commitment to making a difference.
If you are passionate and committed about making a difference and want to work somewhere where you can make positive change, we will provide the right environment for you to excel.

Alongside our People First strategy, we are committed to safeguarding and promoting the welfare of children and young people, and adults at risk of harm. All staff and volunteers are expected to share this commitment and to familiarise themselves with all relevant policies, procedures and guidance. Within North Tyneside, safeguarding is everybody's business.

Require a reasonable adjustment? If you feel a reasonable adjustment will provide additional support in both the recruitment process and within the workplace, please indicate this to the hiring manager on your application. Declaring a reasonable adjustment will not subject you to any form of discrimination when determining which applicants are successful for interview and employment with us.

Our Carbon Net-Zero 2030 Action Plan

In 2019, North Tyneside Council declared a climate emergency. This declaration set a target to reduce the carbon footprint of the council's operations, and the borough, by 50% by 2023 and to align to the Government's net zero target of 2050.

We recognise the significant role we can play in the borough in helping to limit climate change, but we can't do this alone; we need help from all our residents, businesses, voluntary and community sectors and of course all those who apply and work for us. Together we can make North Tyneside a sustainable place to live and work for everyone in the borough.