Customer Contact Strategy and Development Officer

at  South Gloucestershire Council

How you’ll make a difference:
As Strategy and Development Officer, you will help drive our strategic approach to customer service whilst ensuring this both adapts to and reflects changes in customer behaviours and digital access channels.
You will ensure people have the connectivity, knowledge, skills and confidence to access online services provided across South Gloucestershire.

What you will be doing:

• Contributing to customer service development within the council, you will research best practice and identify opportunities to improve service delivery, finding and implementing proactive and creative solutions.
• Leading the council’s digital inclusion work, you will manage our Digital Champions, ensuring they’re trained and able to provide effective support.
• Regularly, you will engage with a range of internal and external partners, such as Age UK, health services, community organisations and other teams within the council, to help manage the digital divide across South Gloucestershire.
• It will be your responsibility to ensure national and local initiatives to reduce digital exclusion are implemented effectively, utilising resources such as Learn My Way and Data Banks.
• You will compile information for reports, ensuring accuracy and time scales are adhered to.

What we need from you:

• You will be working towards a professional qualification, or hold a relevant degree or equivalent qualification, or have equivalent relevant experience.
• You must have practical customer service experience and ideally have experience of digital inclusion schemes.
• We require you to have experience in dealing with competing demands and identifying priorities.
• Due to the nature of this role, it is essential that you have proven experience of communicating effectively with a range of stakeholders.

WHAT YOU NEED TO KNOW

• This role is part time working 30 hours per week. Your salary is pro-rata to hours worked.
• We are open to applications from those seeking any parttime hours between 22.2 and 30 per week. Please make it clear in your application how many hours you would prefer.
• This role is hybrid, with a mixture of working at our offices at Badminton Road and Kingswood Civic Centre and working from home.
• This is a limited term contract ending 30th June 2026.
• We are also offering this as an internal secondment opportunity, you should first seek your line managers permission before applying.

WE’RE MAKING A DIFFERENCE, BE PART OF IT!

To view the full job description please click this link: Customer Contact Strategy and Development Officer - Job Descriptio

• Contributing to customer service development within the council, you will research best practice and identify opportunities to improve service delivery, finding and implementing proactive and creative solutions.
• Leading the council’s digital inclusion work, you will manage our Digital Champions, ensuring they’re trained and able to provide effective support.
• Regularly, you will engage with a range of internal and external partners, such as Age UK, health services, community organisations and other teams within the council, to help manage the digital divide across South Gloucestershire.
• It will be your responsibility to ensure national and local initiatives to reduce digital exclusion are implemented effectively, utilising resources such as Learn My Way and Data Banks.
• You will compile information for reports, ensuring accuracy and time scales are adhered to