Customer Experience Officer

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)
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
• Email
• 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.