Digital Solutions Officer

TAMWORTH BOROUGH COUNCIL

CUSTOMER SERVICES

Digital Solutions Officer

£35,570 - £40,444 per annum

Home-based role

Primarily home working, with two days per month on site and occasional additional attendance as required, up to 40% of working time.

37 hours per week

Permanent

Located in the heart of Staffordshire, Tamworth is a vibrant and well‑connected borough with a rich heritage and a growing population of over 77,000. With strong transport links, an evolving town centre, green spaces, leisure and cultural attractions, it is a great place to live and work. Working for Tamworth Borough Council means making a real difference for local people, as part of a skilled and ambitious workforce supported to do its best in a positive and empowering environment.

Enjoy turning a complicated process into a simple digital solution? Want to build tools that make everyday life easier for residents and colleagues?

We are looking for a curious, technically minded Digital Solutions Officer to help develop the next stage of Tamworth Borough Council's digital services. This permanent, hands-on role offers the opportunity to build digital forms, configure case management, workflows and customer contact solutions, see your work put into practice and keep improving it through user feedback.

Within the Customer Experience team, you will work alongside supportive colleagues already building solutions on our Netcall platform, as well as the Digital Delivery Officer, ICT and service teams. You will bring practical low-code experience and have opportunities for accredited Netcall platform training, shared learning and developing your skills through real projects.

As part of our Improving Customer Contact programme, you will turn service requirements into working solutions, with opportunities to explore practical uses of AI and robotic process automation. You will also help develop our existing virtual agents beyond their initial functionality, improving how residents find information, resolve routine enquiries and reach colleagues when personal support is needed. From simplifying an application journey to automating repetitive tasks, your work will help reduce manual processing and make services more accessible, customer focused and consistent.

What you'll be doing

You will:

• Build, configure and implement low-code applications, digital forms, workflows, case management and customer contact solutions.
• Work alongside the Digital Delivery Officer to translate service needs into technical designs and recommend improvements using available technology, making routine build decisions within agreed standards.
• Develop virtual agent conversation flows and effective handovers to colleagues, exploring integrations, AI and robotic process automation to simplify customer journeys and reduce repetitive work.
• Manage assigned workstreams, coordinate user acceptance and release testing, and resolve issues with colleagues and suppliers, escalating risks where needed.
• Maintain clear configuration records, change logs and support guidance, embedding accessibility, data protection and information security throughout delivery.
• Use system performance, virtual agent interactions and user feedback to improve solutions and assess their impact.

What we're looking for

To succeed in this role, you will have:

• Practical technical experience using low-code platforms to configure digital forms, workflows or applications.
• Experience supporting digital projects, system implementations or service improvements, including understanding processes and translating user needs into workable solutions.
• A methodical approach to testing, troubleshooting and documentation, with strong attention to detail and the ability to prioritise your own workload.
• Clear communication and collaborative working skills, with the confidence to discuss requirements, explain technical information and work with users, ICT colleagues and suppliers.
• Knowledge of Microsoft 365, contact centre technologies and the principles of accessibility, digital inclusion, data protection and controlled system changes.

Why join us?

You will be part of our wider Customer Services team, working alongside supportive colleagues who share a passion for making services better for customers. With colleagues already building digital solutions, opportunities for accredited Netcall platform training and shared learning, you will have support to develop your skills and contribute your own ideas.

In this permanent role, you will have ownership of meaningful work and a voice in how our digital services develop, building a lasting understanding of the services you support and seeing the difference your ideas make for residents and colleagues over time.

If you enjoy solving problems, learning with others and using technology to deliver better customer service, we would love to hear from you.

This is a home working contract and the majority of duties will be carried out at home, however, employees will be contractually required to attend site on two days per month for team meetings, 121 meetings, etc. Employees may also be required to attend a site for meetings, collaborative work or to undertake work related activities. Site attendance will constitute no more than 40% of working time and includes the contractual 2 days per month.

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 Nicola Smyth - Head of Customer Experience at Nicola-Smyth@tamworth.gov.uk.

Late applications and/or CVs will not be accepted. Agencies need not apply.

If you have any queries about the recruitment process, please contact recruitment@tamworth.gov.uk.

Closing date: 29 November 2026
Proposed interview date: week commencing 7 December 2026

Using Artificial Intelligence (AI) - We cannot stop anyone from using AI to help write application content. Used right, it can be a great tool. If you choose to use AI, then use it as a helper rather than relying on it wholly to write your application. Applications that rely too heavily on AI may be rejected during shortlisting

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.