Job details
Job reference
REQ0197
Date posted
23/09/2025
Apply by
19/10/2025
Location
Ebley Mill - Stroud
Salary
£28,598 per annum
Package
-Excellent pension scheme - Flexi Working Scheme - Hybrid working approach - Employee Wellbeing Offer - For more information please see the benefits section on our website
Contractual hours
37
Basis
Permanent
Job category/type
Customer Services
Customer Systems and Improvement Officer
Job description
Customer Systems and Improvement Officer
This is an exciting time to join Stroud District Council – we are on a journey of continued improvement, delivering our services in new ways that put the customer at the heart of everything we do. We are looking for a highly effective and customer focused Customer Systems & Improvement Officer to join our Customer Contact Centre
You will be reporting to the Senior Systems and Business Improvement Officer assisting with developing and maintaining the corporate systems used within the Customer Contact Centre including CRM, case management and self-service channels.
Responsibilities:
* To support the design, implementation, and ongoing maintenance of Customer Relationship Management capability within the corporate case management system.
* Facilitate the collection of customer feedback and contribute to identifying and implementing service improvements, supported by data and evidence.
* To support the design, implementation, and ongoing maintenance of chatbot and webchat functionality as an additional contact channel.
* To assist with training to support end users ensuring they use key systems correctly and effectively, maintaining data quality.
* To provide additional support to the Contact Centre during periods of high demand.
Requirements:
* Highly IT literate and proficient in the use of MS Office as well as other systems and applications
* Strong team-working skills and willing to support colleagues and contribute to collective problem solving and creative thinking.
* Highly organised and methodical with the ability to multi-task
This role is based at Ebley Mill (Council HQ) there may be the potential for hybrid/flexible working.
For more information about this role please email
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