Overview
Reference: REQ0197
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 kath.taubert@stroud.gov.uk
To apply for this unique opportunity please click ‘Apply Online’ below.
INTERVIEW DATE 28 October 2025
In exchange for your expertise, experience and enthusiasmwe provide a range of staff benefits please click here for more information:
https://www.stroud.gov.uk/jobs-and-careers/benefits-of-working-for-us
It is important that our staff reflect the diversity of our community, and we therefore welcome and encourage applications from people of all genders and sexual orientation, those from Black, Asian and other minority ethnic backgrounds, and people with disabilities.
Our organisation is committed to safeguarding the welfare of vulnerable adults, young people and children. Safer recruitment practices are applied to all job vacancies
Stroud District has an energy unlike any other place. It’s green and dynamic, climate conscious and motivated, creative and collaborative, rural and urban, and unapologetically ambitious. To find out more about what makes our place, our people and our businesses so special, please follow the link to our dedicated website:
Stroud District – The Natural Place
Region:
Location: Ebley Mill – Stroud
Salary: *GBP*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
