About the role
This role sits within the Place and Sustainability (P&S) Central Operations service, forming part of the Customer Experience team, which supports services across the Place and Sustainability Directorate.
The role is offered on a fixed-term basis to 31 March 2027, with a review scheduled in January 2027 to assess the potential for extension beyond this date.
As a Customer Experience Business Officer, you will play a key role in managing and improving how the directorate handles customer enquiries, Councillor and Member enquiries, and feedback and complaints. You will help ensure a consistent, high-quality approach to customer experience, supporting fair, timely and effective outcomes.
Working closely with service areas, senior managers and colleagues across the directorate, you will coordinate responses, gather information, and support the drafting of clear, balanced and customer-focused communications. The role combines day-to-day operational delivery with a strong focus on continuous improvement, identifying trends and themes in feedback to inform service development and reduce repeat issues.
You will contribute to improving the customer journey by promoting good practice, supporting services with complaints handling, and ensuring responses are in line with corporate standards, statutory requirements and reputational expectations. The role also involves working collaboratively across teams to ensure a joined-up, consistent approach to managing customer contact and resolving issues effectively.
The role is hybrid, with most time spent working from home, alongside some office attendance for training, development, team collaboration, and service requirements.
Working as part of a central team, you will be able to work flexibly across priorities, responding to changing demand while maintaining a strong focus on quality and customer outcomes.
We welcome applications from both external candidates and internal colleagues, including those interested in secondment opportunities.
Interviews will be held week commencing 8th June 2026.
For more information or an informal chat about the role, feel free to contact Kerry Scott-Logan at: kerry.scott-logan@cambridgeshire.gov.uk
What will you be doing?
- Manage Customer Feedback, Complaints, Customer and Councillor enquiries, ensuring responses are timely, clear and focussed on fair and positive outcomes
- Act as a key link between customers, services and elected Members to help resolve complex or sensitive issues, keeping our customers at the heart of the process
- Review and provide responses to ensure they are easy to understand, empathetic, and consistent, providing constructive feedback where needed
- Identify trends and work with services to make improvements to the customer journey and reduce repeat issues
- Build strong working relationships across the directorate, offering support and guidance on feedback and enquiry handling and a positive customer experience
- Work flexibly as part of the team to respond to changing demand and priorities, ensuring customers continue to receive a high standard of service
About you
You will be an experienced customer experience professional, with a strong interest in delivering high quality outcomes within a complex organisational environment.
You will bring:
- Experience of managing complaints, feedback, and customer or Councillor/Member enquiries within a multi stakeholder organisation
- Strong organisational skills, with the ability to manage competing priorities and deliver to tight deadlines
- Excellent written and verbal communication skills, with the ability to tailor tone and messaging appropriately and ensure clarity and accuracy
- Confidence working both independently and collaboratively, engaging effectively with services and colleagues to resolve issues
- Resilience and professionalism when handling sensitive, complex or high profile enquiries
You will also demonstrate:
- A strong customer focus, with a commitment to improving outcomes and enhancing the overall customer journey
- The ability to provide constructive challenge and influence responses to ensure they are clear, consistent, and aligned with organisational standards
- Good problem-solving skills, including the ability to identify themes, trends, and opportunities for service improvement
- Strong interpersonal skills, with the ability to build effective working relationships across services and levels of the organisation
- The ability to remain calm under pressure and adapt to changing priorities and demand
For further detail, please see the job description and person specification at the footer of this page within 'Attached Documents'.
Our benefits
We value our colleagues in Cambridgeshire County Council and have developed a number of benefits in addition to the basics like annual leave, sick pay, pension and mileage…
- A comprehensive wellbeing package to cover all aspects of wellbeing, both in and out of work, which can also be accessed by your family
- Buy up to 4 weeks additional annual leave (pro-rata) through our salary sacrifice scheme
- Take your bank holidays flexibly to better suit your personal circumstances
- Make Additional Voluntary Contributions (Shared AVCs) to your pension with tax and National Insurance savings
- Access to development opportunities, apprenticeships and qualified coaches to support your personal and professional growth
- Paid volunteering hours each year so you can make a positive impact on our community during your normal working day
- Access to Peer Support Groups through our IDEAL staff equality, diversity and inclusion network
- Opportunities to nominate and receive Employee Recognition Awards
- An Our Cambs Rewards account, giving you access to in-store and online discounts as well as our Car Lease and Cycle to Work schemes
Take a look at our Employment Benefits Brochure attached to this advert to find out more.
About us
Cambridgeshire is a great place to work and live with a diverse population, an urban centre in Cambridge, historic Isle of Ely, Huntingdon and St Ives as well as more rural landscapes.
Our four values are central to our culture, driving everything we do.
We are proud to serve the diverse communities of Cambridgeshire and want our workforce to be reflective of this diversity, which we firmly believe benefits our colleagues, the organisation and our communities. If you don’t meet every single requirement in the job role but think this could be you, please don’t be put off. We are committed to building a workplace that is compassionate and inclusive as well as diverse, so if you think you could be a good candidate for this role please consider applying and speak to the recruiting manager if you have any questions.
Our Equality, Diversity and Inclusion Strategy, along with our employee network 'IDEAL' and self-organised peer support groups help us to foster an inclusive, supportive and safe working environment where people feel valued, respected, and empowered. We collect relevant diversity data for monitoring as part of the recruitment process to understand the diversity of our applicants and monitor any trends throughout the recruitment processes so that we can take meaningful action.
We are proud to be a Disability Confident Leader. We fully support providing reasonable adjustments throughout our recruitment process, as well as when you join us, and we encourage candidates to contact the Hiring Manager, whose details can be found in the advert, to discuss any adjustment needs. Through a Guaranteed Interview Scheme, we will offer an interview to all applicants who disclose a disability and meet the essential criteria for a job vacancy. On your application form you can indicate you are disabled. Some examples of reasonable adjustments during the recruitment process could include additional time to complete an assessment or printing a document on pastel coloured paper with larger font size and line spacing. We would value talking about what might be possible to enable you to join us and thrive, so if there is something that would help you to do your best during your journey with us, please get in touch.
Visit our jobs and careers section to find out more about our wide range of learning and development opportunities; apprenticeships; our wellbeing package; staff benefits; our commitment to equality, diversity and Inclusion.
Attached documents
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