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: 6‑month assignment (with potential extension)
Start date: early April 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
- 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.
