Join our Customer Experience Capability
Sheffield City Council is building its Customer Experience Capability; a team focused on improving how residents experience council services and how colleagues are supported to deliver them.
The team brings together customer journeys, insight, workforce development, equalities, engagement, and communications. Its purpose is to help the Council work in a more joined-up, customer-focused way, using feedback, data, digital tools, and practical improvement methods to make services easier to access and better to use.
These roles are an opportunity to help shape a growing capability, work across services, and make a practical difference to how Sheffield residents experience the Council.
Can you help make customer access, engagement, and service design more inclusive?
We are looking for a Senior Equalities and Engagement Officer, Customer to provide expert advice, guidance and quality assurance across equalities, engagement, and inclusion, with a focus on customer access, digital inclusion, and customer experience.
This role will help Sheffield City Council meet it equalities responsibilities and ensure that customer voice, insight, and lived experience inform how services are designed and delivered.
You will work across services, with communities, and with colleagues to support inclusive engagement accessible customer journeys, and digital inclusion. This role also line mangers the Communications Officer, Customer.
In this role, you will:
Provide expert advice on equalities, engagement, inclusion, and customer access
Support services to meet equality duties and improve inclusive practice
Lead or shape engagement activity with communities and stakeholders
Support digital inclusion and accessible customer journeys
Manage communications and engagement activity within the Customer Experience Workforce team
We are looking for someone who:
Has experience delivering equalities, engagement, or inclusion activity
Understands equalities legislation and the Public Sector Equality Duty
Can work with communities, including under-represented groups
Can influence senior managers, stakeholders, and partners
Can translate insight, feedback, and lived experience into practical recommendations
This is an important role for someone who wants to help make services more inclusive, accessible, and responsive to Sheffield’s communities.
Informal enquiries: [email protected]
We are investing in our workforce and are promoting opportunities to our under-represented groups. We value equality, diversity and inclusion and are focused on increasing the diversity of our workforce, particularly the number of Black, Asian, Minority Ethnic, Disabled and LGBTQ+ people, so that our teams reflect the communities in the city we serve. We are also supporting staff with unpaid caring responsibilities to work flexibly.
It is a great time to join us and we welcome your application.
Under the Guaranteed Interview scheme, applicants who are disabled, care leavers, or armed forces veterans will be guaranteed an interview if they meet the essential criteria and indicate their eligibility on the application form. Sometimes, if lots of people apply, we might not be able to interview everyone who qualifies for the Guarantee. In these cases, we’ll interview the candidates who best meet the essential criteria for the job.
Full-time employees work 37 hours for 52 weeks of the year and we offer a generous holiday entitlement. We are open to discussions about a wide range of flexible working opportunities which benefit you and the Council, including reduced hour contracts, working part time or as a job share.
If you are appointed to this role, your starting salary will be at the bottom of the grade. If you provide payslip evidence that your basic pay is greater than the bottom of the grade, we will consider starting you at the point of minimum advantage within the grade.
Equality of pay is extremely important to us. All roles at Sheffield City Council are going through an evaluation process which may result in changes to some pay arrangements from 2026. Find out more on our Sheff news page.
We are committed to safeguarding and promoting the welfare of all individuals, ensuring a safe and supportive environment for everyone and where appropriate to the role the successful applicant will be required to undertake relevant safeguarding checks.
