Customer Experience Officer - ICT

Overview

We have a fantastic opportunity for a Customer Experience Officer to join the ICT Service Delivery Team. The Customer Experience role provides a proactive, efficient, and effective IT support service for all staff, Heads of Service, Strategic Directors and Council members.

About us

Our IT Services Team provides expertise and IT solutions that help drive and support to every service area within our organisation.  With over 4000 customers, our customers are at the heart of the specialist IT services we provide, the projects we deliver and the systems that we support.  The work is fast-paced, reactive and challenging. We offer access to the latest tools and software and provide opportunities to learn and build a unique IT skill set.

By working with us, you are part of something bigger. From supporting residents who are at the heart of what we do, to shaping our county for now and future generations – as a Buckinghamshire Council employee, you contribute to the local community, whatever your role. As one of the biggest local authorities in the UK, we are part of a network of partners spanning both public and private sectors.

About the role

As an advocate of Customer Service excellence, you will act as a referral point for dealing with complex or technical customer requests, issues, complaints, and queries, by:

• establishing and maintaining excellent working relationships with IT users.
• providing hands-on support for the release and transition of all IT services.
• providing clear and simple written user instructions.
• keeping customers aware of the status of any work undertaken on their behalf. 

Fixed

As a ‘fixed’ worker, you’ll spend most of your time in the same location, which will likely be a fixed office or location where your role is performed. Typically, you’ll be based in the same location as the rest of your team, because you provide a particular service from that fixed location or need access to information there.

About you

The ideal candidate will be friendly, approachable, a natural listener and communicator, the kind of person who can empathise with a customer, understand what they want and work out what to do next.

You will need to have previous experience within an IT customer service environment and you must love what you do. You must have knowledge of Microsoft applications and specialist systems and be able to articulate technical and specialist information to our customers in a way that is clearly understood.

Our Customer Experience Officers will ‘own’ issues through to resolution so need to be business orientated and decisive.  This role provides an opportunity for you to work with every member of staff across the organisation, it's important that you bring energy and enjoyment into work with you every day and are passionate about what you do.

Other information

For further information on this role please see the attached job summary.

Closing date: 2nd of September 2025

Interview date: To be held as soon as possible following the advert closing date

If you would like to have an informal conversation with the recruiting manager, please contact: [email protected] 

This post is exempt from the Rehabilitation of Offenders Act 1974 and therefore applicants are required to declare:

• All unspent convictions and conditional cautions
• All spent convictions and adult cautions that are not protected (i.e. that are not filtered out) as defined by the Rehabilitation of Offenders Act 1974 (Exceptions) Order 1975 (as amended in 2020 and 2023).

For further information on filtering please refer to Nacro guidance and the guidance published by the Ministry of Justice (see, in particular, the section titled ‘Exceptions Order’).

We reserve the right to close the vacancy once we have received sufficient applications, so please be advised to submit your application as early as possible.

Our values and culture

We have a set of values, which our employees have chosen, that represent what we are – Proud, Ambitious, Collaborative and Trustworthy.

By joining Buckinghamshire Council, you can expect:

• a fair and inclusive culture
• the chance to really make a difference to those around you
• health and well-being initiatives including an Employee Assistance Programme, Mental Health First Aiders and mindfulness workshops
• a unified voice through our Employee Representative Group
• ongoing support, and the opportunity to develop and progress in your career with us
• opportunities to take part in fun activities such as fundraising and social events

At Buckinghamshire Council, we know that our biggest strength comes from the people that work for us, and that’s why we’re working hard to ensure we continue to be an accessible and inclusive organisation.

From dedicated staff networks overseen by our Equality, Diversity and Inclusion Steering Group, to proudly standing as a Disability Confident employer, it’s important to us that all our colleagues feel engaged, listened to, and valued. Our offer of flexible working empowers a productive and happy workforce and allows employees to combine work with other responsibilities and commitments.

We believe our workforce should reflect the diverse communities we service in Buckinghamshire, and are looking for like-minded individuals to join us in promoting equality, fairness, and inclusion for everyone.

About the Business Unit

Resources cover a wide range of specialisms, including Human Resources, Finance, ICT and Business Operations. Our main focus is supporting the other directorates to provide the best possible service to our residents. To do that, we have to make sure we have the right people in the right roles across the organisation. From our finance teams, working strategically to ensure the best value from public money; to HR keeping our employees healthy and happy, each service is vital in making sure Buckinghamshire Council has what it needs to run effectively and efficiently.

As well as providing high quality services to other areas of the Council, you could also be helping us build on the revenue which comes from our external clients. If you are ambitious, customer-focussed and bursting with new ideas, we want to hear from you.

We recognise and reward you

Hard work and success deserves recognition. That’s why we pride ourselves on the benefits we give our people. We actively encourage a good work-life balance and promote flexible and agile working arrangements. We provide discounts on various Cafés, restaurants, shops and auto enrolment onto our generous Pension Scheme. In addition to the opportunity to gain membership to Costco, we have discounted gym memberships, travel discounts with Arriva and much more.

https://jobs.buckinghamshire.gov.uk/working-buckinghamshire-council/