Overview
Ipswich Borough Council is looking for an individual who wants to join our Customer Service Project & Performance team. The successful applicant will be working with service areas to develop and improve contact channels designed to meet the needs of our customers, migrating them to digital and removing back‑office inefficiencies.
Responsibilities
* Identify opportunities for digital transformation and migration across Council service areas.
* Streamline processes, manage multiple corporate projects using the LEAN tool (Business Process Re‑engineering).
* Conduct focus groups of stakeholders, map processes, analyse data, produce reports and communicate complex information to varied audiences.
* Assist the Customer Services operation with the use of the Customer Relationship Management system: build online customer forms, review existing forms to ensure a simple, efficient digital customer journey.
* Support colleagues across the Council to adopt new digital ways of working, influencing and engaging stakeholders.
* Understand, analyse and collate high volumes of data, influence and gain support for channel migration work, map project measures of success.
* Provide performance data daily to the Customer Services operation, scrutinise data and trends, contribute to quarterly and annual Customer Service performance reports.
Qualifications
* Bachelor’s degree level, NVQ Level 6 or proven technical and organisational knowledge in a Project/Customer Services environment.
* Proven track record in project management.
* Strong written and verbal communication skills, excellent stakeholder engagement, influencing and.
* Strong influencing skills, good presentation skills, ability to engage stakeholders.
* Technical working knowledge of a broad range of IT and web‑based applications, including Customer Relationship Management systems.
* Experience with Power BI preferred.
Benefits
The Council offers hybrid working; the successful applicant will be working either from Grafton House, Ipswich or from home. of work are 37 per week, Monday to Friday. In addition to a competitive salary we offer a career average pension scheme, generous holiday and sick pay entitlements, subsidised parking, public transport discounts, free swimming, cycle purchase scheme, flexible working, Employee Assistance Programme and ample personal and professional development opportunities.
Application Process
Early applications are encouraged; we reserve the right to interview candidates who meet the essential criteria before the closing date and/or to close the opportunity once we receive sufficient applications. The selection process will involve a face‑to‑face interview with a presentation to the panel. Interviews will be held w/c 16th February 2026. Please note CVs are not accepted.
Contact
For more information about this role please contact Susan Lewis via email at susan.lewis@ipswich.gov.uk. If you require any assistance or reasonable adjustments during the application or recruitment process, please let us know so that the appropriate arrangements can be put in place. Please download the Job Description and Person Specification to find out more about this role.
#J-18808-Ljbffr