Broadland and South Norfolk District Councils are seeking a dedicated Customer Experience Officer who is passionate about delivering outstanding customer service and thrives in a fast‑paced, collaborative environment.
About the Role
As a Customer Experience Officer, you will be the first point of contact for our customers, providing high‑quality support and information across a range of digital and non‑digital channels. You will empower customers to use self‑service tools, help them navigate our digital platforms, and ensure enquiries are resolved efficiently and professionally.
You will gather customer feedback to support continuous improvement, process requests across all contact channels, and ensure all interactions are accurately recorded on the Customer Experience platform.
About You
The ideal candidate will have experience handling customer enquiries across multiple channels in a similar or related role. You will demonstrate a strong commitment to delivering exceptional customer service, with a professional and empathetic approach.
You will have excellent verbal and written communication skills, with the ability to explain complex information clearly and effectively. You will be competent in the use of a range of IT systems and able to manage multiple enquiries and tasks simultaneously, while maintaining a high level of accuracy and attention to detail.
Closing Date: Sunday 30th August 2026
Interview Date: W/c 7th September 2026
For further information about the role or our organisation, please don't hesitate to get in touch with the recruiting manager, or the People Team as follows:
Jo Howard - Customer Experience Operational Lead
Email: [email protected]
Tel: 01508 535302
People Team: [email protected] Tel: 01508 533995
Why Join Us?
We offer flexible working hours for most office-based roles, allowing for a healthy work-life balance. As part of our team, you will enjoy a range of employee benefits, including free onsite parking, employee discounts, a competitive holiday allowance, wellbeing initiatives, and the opportunity to join the Local Government Pension Scheme.
You will be joining a progressive and supportive organisation that is committed to making a positive impact on the communities we serve.
To hear why our employees think that working for us is so special, please visit our website.
How to apply
If you are an external applicant, please apply via our website.
For internal applicants, please apply via the internal website found through the job portal on Connect.
The Councils reserve the right to close any and all vacancies at any time if there is judged to be a sufficient number of applications received.
South Norfolk and Broadland Councils are committed to promoting the welfare of children and vulnerable adults and all applicants must be willing to undergo appropriate checks for the position, including checks with past employers and the Disclosure and Barring Service.
We are currently participating in our national pay negotiations with the trade unions (UNISON). As an organisation we are also committed to being a Real Living Wage employer, meaning all of our staff are paid a minimum of £13.45 per hour which equates to £25,948 per annum (at a pro rata’d amount) and this forms part of these negotiations. Our advertised salary bands will be updated when formal negotiations are completed.
Pay: £24,769.00-£27,640.00 per year
Benefits:
- Free parking
- On-site parking
Work Location: In person
