IT Customer Experience Officer

Customer Experience Officer (IT)

East Sussex County Council

Agency: Adecco Recruitment

Pay Rate: £17.13 per hour PAYE or £22.19 per hour Umbrella

Location: East Sussex with some travel to Brighton & Surrey

Contract: Temporary

About the Role

Adecco are delighted to be recruiting on behalf of East Sussex County Council for a Customer Experience Officer to join the IT & Digital Customer and Partnerships team. In this customer-focused role, you will provide application and service support for Management Information Systems used by schools and other supported customers, ensuring a high-quality experience from initial contact through to resolution.

This is an excellent opportunity for an experienced customer service or IT support professional who enjoys solving problems, managing customer expectations, and delivering exceptional service in a fast-paced environment.

Key Responsibilities

• Provide first-line support for customers via telephone, email and service management tools.
• Log, investigate and resolve incidents and service requests wherever possible.
• Escalate complex issues to internal teams or third-party providers as required.
• Deliver clear and professional advice to customers regarding software and systems.
• Monitor and track support requests to ensure timely resolution.
• Build strong working relationships with customers, colleagues and external stakeholders.
• Assist in producing reports, statistics and service information.
• Identify opportunities to improve systems, processes and customer experiences.

About You

We are looking for someone who has:

• Previous experience in a customer service, helpdesk, service desk or IT support environment.
• Excellent communication skills with the ability to explain technical information to non-technical users.
• Strong problem-solving and analytical abilities.
• Experience using Microsoft Office and database management systems.
• Good organisational skills with the ability to prioritise competing demands.
• A customer-first approach and the ability to remain calm under pressure.
• Knowledge of ICT systems and management information systems.
• An understanding of IT Service Management principles, with ITIL knowledge or qualifications being advantageous.

Essential Requirements

• Educated to A-Level, HNC level or equivalent experience.
• Satisfactory DBS clearance.
• Strong understanding of customer service delivery.
• Ability to work independently and use initiative.
• Willingness to travel occasionally across the Orbis partnership area when required.

What You'll Be Doing

You will act as one of the primary points of contact for customers, helping to resolve technical issues, supporting business-critical systems and ensuring excellent service delivery. The role involves working closely with internal support teams and customers to coordinate solutions and maintain high service standards. You may also assist with supervising junior colleagues or deputising for senior team members when required.

Apply Now

If you're passionate about customer service, technology and helping people solve problems, we'd love to hear from you.

Apply today through Adecco to be considered for this exciting opportunity with East Sussex County Council.

Adecco acts as an employment agency for permanent recruitment and an employment business for the supply of temporary workers. The Adecco Group UK & Ireland is an Equal Opportunities Employer.

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