Apprentice Customer Experience Officer

About the Job

• Suffolk County Council
• Address: Customer Contact Centre, Stowmarket, IP14 1AD – Onsite working
• Salary: £25,185 per annum, pro rata for part time
• Hours: 37 hours per week, flexible working options available
• Contract: Fixed term contract for 18 months

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.

Your role and responsibilities

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.

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.

Read the Job and Person Profile (Word) and the Apprenticeship Recruitment Brochure. During the apprenticeship, you'll be working towards the role described in the Job and Person Profile. You will have the opportunity to receive hands-on training and pursue certification. Completing your apprenticeship does not guarantee a full-time position. However, we are dedicated to helping you find a job. You will have priority access when you apply for vacancies. This applies during the final 3 months of your contract.

You will need:

• 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.

You can view a full list of requirements in the Job and Person Profile (docx). If you believe you can succeed in this role, apply. Even if you don't meet all requirements, still apply. We would appreciate the opportunity to consider your application.

The team

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.

Empowering Everyone

We’re big believers in potential, possibility and the power of different ideas. We’re always searching for ways to encourage, respect and enable everyone to be the best they can be. We want to represent the diverse communities we serve. We welcome applications from all individuals, especially those from groups that are currently underrepresented in the organisation, as shown in our Workforce Equality Report (suffolk.gov.uk)

For more information

Please contact Paul Coffey for a casual conversation. You can reach them by calling 01473 296632 or emailing paul.coffey@suffolk.gov.uk

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: 12 November 2025

Interview date: To be confirmed

This authority is committed to safeguarding and promoting the welfare of children, young people and vulnerable adults and expects all staff and volunteers to share this commitment. DBS checks or police vetting will be required for relevant posts. #LI-Onsite