Project and Performance Officer - Customer Service

Ipswich Borough Council is looking for an individual who wants to join our Customer Service Project & Performance team. The successful applicant will be working with service areas to develop and improve contact channels designed to meet the needs of our customers, migrating them to digital by default and removing back-office inefficiencies.

You will be working with service areas across the Council to identify opportunities for digital transformation and migration, as well as opportunities to streamline processes. You will be managing multiple corporate projects using the LEAN tool (Business Process Re-engineering). You will be managing focus groups of stakeholders, mapping processes, analysing data and communicating complex information to varied audiences.

You will need to assist the Customer Services operation with the use of the Customer Relationship Management system and you will be responsible for building online customer forms, as well as reviewing existing forms to ensure the digital customer journey is as simple and efficient as possible.

You must demonstrate a keen appetite for digital transformation and continuous improvement, plus a proven track record in project management as well as possessing excellent written and verbal communication skills. You will be a team player with a flair for problem solving, educated to degree level, NVQ Level 6 or proven technical and organisational knowledge in a Project/Customer Services environment.

You will be supporting colleagues across the Council to adapt to new digital ways of working and so will require strong influencing skills and resilience, good presentation skills and an ability to engage stakeholders, winning hearts and minds.

You will need to have a strong technical working knowledge of a broad range of IT and web-based applications, including Customer Relationship Management systems.

You will need to be able to understand, analyse and collate high volumes of data using this to influence and gain support for channel migration work and use this to map the project measures of success. You will need to provide performance data daily to the Customer Services operation and scrutinize data and trends where necessary.

The role involves a high level of organisation and prioritisation skills with a broad workload, which will have deadlines and benefits that need to be achieved., Disability Confident
About Disability Confident
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The Council offers hybrid working and the successful applicant will be working either from Grafton House, Ipswich or from home. Hours of work are 37 per week, Monday to Friday. This is a fixed term contract ending 1st May 2026.

As well as a good salary, we offer a career average pension scheme, generous holiday and sick pay entitlements, subsidised parking, public transport discounts, free swimming, cycle purchase scheme, plenty of personal and professional development opportunities, flexible working and hybrid working opportunities, Employee Assistance Programme and the opportunity to work with great colleagues.