Customer Experience and Service Improvement

The Customer Experience service is a crucial aspect of Suffolk County Council. Consisting of four teams - Customer Service Contact Centre, Blue Badge, Customer Rights (SCC Complaints Team), and Education Appeals - the Customer Experience Service aims to provide the highest level of customer experience to the residents of Suffolk.

Each team plays a unique role in ensuring that customer queries are resolved promptly and efficiently, either at the initial point of contact or in partnership with other services across the council. The Customer Service Contact Centre and Blue Badge teams, based in Stowmarket, work directly with customers over the phone, email, webchats and online forms. They ensure that customer queries are dealt with in a friendly and efficient manner.

On the other hand, the Customer Rights and Education Appeals teams are based in Ipswich, and they handle escalated issues of complaint or appeal. Despite their different functions, all teams share a passion for delivering excellent customer service.

Our coroners' office brings peace and closure to families across Suffolk. The role is office-based, with a focus on compassion, care, and attention to detail. You'll work closely with bereaved families and other professionals to ensure that every case is handled with the utmost respect and dignity. Vetting checks are required and attendance at a residential training event which is held annually is expected.

Our Registrars work across six locations in the county, and Ceremony Officers work with over 120 venues including churches, prisons, and hospitals. If you're a people-person who enjoys being part of life’s biggest moments, we have a variety of roles to suit your skills. From ceremonial to clerical, we offer a rewarding career that requires attention to detail and the ability to communicate with the public.

Most roles are office-based with fixed hours, while ceremony work requires weekend availability and private transport.

The Service Improvement team are a multi-skilled team supporting other service teams to make changes and improvements to their business processes, exploring digital software solutions and improving the customer's experience when they access our services. 

They:

• Work together to understand and document your teams’ processes.
• Support you to find efficiencies and implement smarter ways of working.
• User research, work with you and your customers to understand more about their experience so far, behaviours and needs from your service going forward.
• Work with you to help identify any financial savings in your service.
• Work together with you and your customers to design and implement a new solution or offer advice/guidance on how to change or improve your processes.
• Test new solutions or processes with you and work together to resolve any issues.
• Provide training and support so you are confident in how to use the new solution or process.

We are a specialist in-house resource for improving web content for the council. We are a team of Content Designers and User Experience Professionals. We use our digital skills, knowledge and experience to help council services provide a better online experience for their users. 

Some of our main responsibilities include:

• Editing, formatting and publishing webpages and documents,
• Training to help you manage your information and documents on a site we support,
• Reviewing website analytics to understand how people are using the Suffolk County Council websites,
• Monitoring websites for quality assurance issues, e.g. broken links, spelling mistakes (using Siteimprove),
• Assessing the web content’s compliance with accessibility standards (Level AA, Web Content Accessibility Guidelines),
• Analysing web feedback to understand what people think of your website.