About
Employer description
Suffolk County Council is the upper-tier local authority for the county of Suffolk, England. It is run by 75 elected county councillors representing 63 divisions. It is a member of the East of England Local Government Association
As a modern, flexible and effective organisation, 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 an Apprentice 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. Working towards the successful completion of a Public Service Operational Delivery Officer Level 3 apprenticeship to support a career in Local Government.
Reimagine the possibilities.
Main description
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
We are a busy and supportive team who takes pride in giving the best service we can.
Join us as an Apprentice 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.
Training to be provided
Your apprenticeship Public Service Operational Delivery Officer - Level 3 18 months
We welcome apprenticeship applications from all ages and backgrounds.
There's no upper age limit - it's never too late to start developing new skills.
We want to provide opportunities for anyone interested in launching or advancing their career. Working towards the successful completion of a Public Service Operational Delivery Officer Level 3 apprenticeship to support a career in Local Government.
Further information about this standard can be found here Public service operational delivery officer / Skills England
Entry requirements
- 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 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.
How to apply
Step 1 - Read the Job and Person Profile (docx).
Step 2 - Click ‘Apply Now’ to start your online application.
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 (docx).
1. Describe your experience working in a team environment toward shared goals and targets. What role did you play?
2. What has interested you in applying for this position within Customer Services?
3. What are you hoping to gain from this apprenticeship?
Step 4 - Upload a CV (without name and personal details).
Please note: Without a supporting statement and CV, your interest will not be progressed. Any supporting documents must be in either PDF or MS Word format.
If you require any reasonable adjustments to the application process before the next selection stage, please contact our Recruitment Team by emailing recruitment@suffolk.gov.uk or calling 03456 014412. If you are invited to the next stage of selection, you will have another opportunity to request adjustments for the next stages of the process.
Closing Date
The closing date for this job offer is on 12/11/2025
Salary
£24,413
Location
This job is located in Stowmarket, Suffolk
How to Apply
About West Suffolk College
West Suffolk College is an ambitious vocational and academic College, with a stunning main campus set in the heart of Bury St Edmunds. We are committed to providing outstanding education to all our students.
