Join our Customer Experience Capability

Sheffield City Council is building its Customer Experience Capability; a team focused on improving how residents experience council services and how colleagues are supported to deliver them.

The team brings together customer journeys, insight, workforce development, equalities, engagement, and communications. Its purpose is to help the Council work in a more joined-up, customer-focused way, using feedback, data, digital tools, and practical improvement methods to make services easier to access and better to use.

These roles are an opportunity to help shape a growing capability, work across services, and make a practical difference to how Sheffield residents experience the Council.

Can you help teams build the skills, confidence, and practice they need to deliver better customer service?

We are looking for a Practice Development Officer, Customer to lead workforce practice development within Sheffield City Council’s Customer Experience Capability.

This role will support the development, improvement, and consistency of customer practice within the Core Customer Hub and wider customer-facing services. It focuses on developing, embedding, and improving practice rather than delivering training at scale.

You will work with managers, colleagues, and services to identify capability gaps, develop practical interventions, and support consistent standards of customer-focused practice.

In this role, you will:

Lead customer-focused workforce development activity
Design practical development interventions for customer-facing staff
Support onboarding, guidance, and ongoing development
Use feedback and operational learning to improve practice
Line manage Customer Workforce Officer roles and support high-quality delivery

We are looking for someone who:

Has experience in workforce development, practice improvement, or organisational development
Can design and deliver practical, accessible development interventions
Understands customer-focused service delivery
Can work collaboratively with managers, frontline colleagues, and services
Can use insight and feedback to shape improvement activity

This is a good opportunity for someone who wants to make learning and practice development work in real service environments.

For informal enquiries please contact: Katie Mullen Katie.Mullen@sheffield.gov.uk

We are investing in our workforce and are promoting opportunities to our under-represented groups. We value equality, diversity and inclusion and are focused on increasing the diversity of our workforce, particularly the number of Black, Asian, Minority Ethnic, Disabled and LGBTQ+ people, so that our teams reflect the communities in the city we serve. We are also supporting staff with unpaid caring responsibilities to work flexibly.

It is a great time to join us and we welcome your application.

Under the Guaranteed Interview scheme, applicants who are disabled, care leavers, or armed forces veterans will be guaranteed an interview if they meet the essential criteria and indicate their eligibility on the application form. Sometimes, if lots of people apply, we might not be able to interview everyone who qualifies for the Guarantee. In these cases, we’ll interview the candidates who best meet the essential criteria for the job.

Full-time employees work 37 hours for 52 weeks of the year and we offer a generous holiday entitlement. We are open to discussions about a wide range of flexible working opportunities which benefit you and the Council, including reduced hour contracts, working part time or as a job share.

If you are appointed to this role, your starting salary will be at the bottom of the grade. If you provide payslip evidence that your basic pay is greater than the bottom of the grade, we will consider starting you at the point of minimum advantage within the grade.

Equality of pay is extremely important to us. All roles at Sheffield City Council are going through an evaluation process which may result in changes to some pay arrangements from 2026. Find out more on our Sheff news page.

We are committed to safeguarding and promoting the welfare of all individuals, ensuring a safe and supportive environment for everyone and where appropriate to the role the successful applicant will be required to undertake relevant safeguarding checks.