Customer Support Officer

About the role

We are seeking enthusiastic Customer Support Officers to join our council’s Customer Support team. Working across Babergh and Mid Suffolk districts, you will provide frontline assistance to residents, handling a high volume of telephone enquiries and delivering solutions quickly and courteously.

Key responsibilities

• Answer between 65‑85 telephone calls per day, providing accurate information and resolving queries at the first point of contact.
• Work a mixed schedule of home‑based duties and on‑site shifts at customer access points across the districts.
• Follow established processes, record interactions, and ensure compliance with council policies.
• Collaborate with colleagues to share best practices and continuously improve service quality.
• Participate in ongoing training and development initiatives.

Required profile

• Customer‑focused with strong communication skills.
• Highly organised, accurate and able to manage a fast‑paced workload.
• Proactive problem‑solver who can develop solutions independently.
• Flexible, positive outlook and able to work both remotely and on‑site.
• Team player committed to the council’s values and community focus.

Required skills

What we offer

• Competitive salary £27,694‑£31,022 per annum (pro‑rated for part‑time).
• Generous leave entitlement (26 days, rising to 31 after 5 years).
• Local Government Pension Scheme.
• Wellbeing support, employee assistance programmes and private health care options.
• Electric vehicle salary sacrifice scheme and paid volunteering days.
• Flexible and hybrid working arrangements where business needs permit.
• Excellent learning and development opportunities.