TAMWORTH BOROUGH COUNCIL CORPORATE SERVICES Digital Support Officer – Customer Experience £31,022 - £33,699 per annum Hybrid working contract 37 hours per week Permanent Set in the beautiful county of Staffordshire, Tamworth is a vibrant town with rich heritage. Located in the centre of Britain, with a growing population of over 77,000 people, Tamworth is a borough with much to be proud of. Our transport links, unique shopping experience, developing town centre, green spaces, leisure offer, including our cultural and wide-ranging outdoor events programme, as well as our heritage buildings, all help make it a great place to live, work, study, and visit. In addition to all that Tamworth already has to offer, exciting times are ahead as we embark on a period of significant transformation. Multi-million-pound projects, such as the Future High Street Fund development will help to bring about lasting change and improvements in the future. This will assist with our mission to restore Tamworth town centre as the beating heart of the community, a place that people want to visit, rather than a place they have to visit. Working for Tamworth Borough Council is more than just a job, it’s about making life better for the people who live and work in the Borough. We recognise that everybody who works at Tamworth Borough Council is key to successfully delivering its aims and objectives. We can’t do this without skilled and ambitious workforce working in a positive environment empowered to do their best. Are you ready to shape the future of customer engagement? As part of our new corporate plan, we’re committed to transforming how we serve our community. We’re looking for a Digital Support Officer to join our customer experience team, someone who is passionate about using digital technology to deliver smarter, simpler and more effective services for our customers. This is a unique opportunity to make a real difference by helping us deploy our Netcall suite of products, ensuring we continuously improve the experience for everyone who interacts with us. You will play a central role in developing our customer portal, case management system and omnichannel contact centre platform, ensuring that opportunities for improvement are realised. You will also support wider transformation by applying AI and robotic tools to simplify processes and speed up service delivery. As a vital member of the team, you’ll design, test and deploy digital solutions that put customers first, provide troubleshooting support and be comfortable liaising with suppliers. You will support the creation of training materials and user guides and ensure strong data quality and GDPR compliance. To thrive in this role, you’ll need: A proactive mindset combined with robust data management and organisational skills. Experience working on digital improvement projects, from planning, building and testing through to delivery. Highly developed interpersonal skills, with the ability to communicate effectively with colleagues, users and stakeholders. Technical proficiency in the configuration of customer focused low code platforms ideally using Netcall Create and Converse telephony. The ability to prioritise workloads, meet deadlines, and maintain high standards of accuracy. Why join us? You’ll be part of a forward-thinking organisation committed to delivering exceptional customer service. The team is a friendly, supportive and collaborative environment where your contributions will directly impact the community. If you’re passionate about customer service, technology, innovation, and making a difference, we’d love to hear from you. Awareness of the Netcall suite of products is desirable however not essential as full training will be provided. This is a hybrid working contract, there is a requirement for some of duties to be carried out at home and some on site. Site attendance will constitute more than 40% of available working time. We have an extensive benefits package including flexible working, a non-contributory health scheme, Local Government pension scheme, generous holiday entitlement, discounted gym membership, and payment of professional fees (where applicable), for further details please refer to the application information document on our website. Appointment will be subject to satisfactory references, right to work in the UK check, medical clearance and DBS check. For an informal discussion about the role please contact Joanne Shaw, Digital Customer Experience Manager, at joanne-shaw@tamworth.gov.uk. For further information and to apply please visit Tamworth BC Jobs. Late applications and/or CVs will not be accepted. Agencies need not apply. If you have any queries about the recruitment process, please email recruitment@tamworth.gov.uk. Closing date: 12 noon, 18 th February 2026 Proposed interview date: 3 rd or 11 th March 2026 In the event of exceptionally high levels of response, we reserve the right to close the post before the date stated to prevent the number of applications received being unmanageable. Therefore, you are advised to submit your completed application as soon as possible to have the best chance of being considered. Following the closing date, the Recruiting Manager will shortlist, and you will be notified. Tamworth Borough Council is proud to be an Equal Opportunities Employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. We operate two guaranteed interview schemes which support individuals who meet all the essential criteria to be guaranteed an interview for a vacancy. The Disability Committed Employer scheme supports applicants with a disability and the Veterans Guaranteed interview scheme supports those defined as veterans, military spouses/partners and cadet instructors. This authority is committed to safeguarding and promoting the welfare of children, young people and vulnerable adults and expects all staff and volunteers to share this commitment. DBS checks are required for relevant posts. We are committed to ensuring that people are not disadvantaged in accessing our services. We will make reasonable adjustments for those people that need further assistance, depending on the individual’s needs, further guidance can be found in our Reasonable Adjustments guidance Equality and diversity | Tamworth Borough Council. Public facing roles are covered by the Fluency Duty as outlined in section 78 of the Immigration Act 2016, to serve the public it is vital that those working in public facing roles can communicate in English with members of the public receiving local authority services.