Customer Service Specialist

We are working closely alongside with a local authority in Somerset to assist with the appointment of a Customer Service Specialist on a 3-month contract, highly likely to be extended at clients' discretion.

Rate of Pay: £13.47 - £17.82 per hour.

Summary

As a Customer Service Specialist, you will be the first point of contact for Somerset Council, managing interactions via telephone, webchat, email, and face-to-face. You will assess customer needs, provide expert guidance and resolve enquiries at the first point of contact whenever possible. This role requires a high degree of sensitivity and professionalism, as you will frequently interact with vulnerable individuals or those in distressing situations.

The successful candidate can choose to be based in either the Yeovil or Shepton Mallet office.

Responsibilities

• Respond to enquiries across all Council services via telephony systems, email and webchat, ensuring all data is recorded accurately in the appropriate business systems (e.g., CRM, Confirm).
• Use active listening, questioning and scripts to provide information or services; exercise professional judgement to identify when to elevate complex issues to specialists.
• Review website content and internal systems to identify inaccuracies; provide feedback to managers and service areas to improve process efficiency.
• Act as a subject matter expert or operational lead, providing coaching, support, and training to colleagues on complex enquiries or specific service areas like Blue Badge administration.
• Receive and accurately record safeguarding details for adults and children's services, passing them immediately to the relevant internal teams.

Qualifications and Essentials

• Proven experience in a communication-based role, building relationships with the public and internal/external professionals.
• Experience dealing with challenging interactions, including customers who may be aggressive, distressed or experiencing social deprivation (e.g., homelessness or bereavement).
• Understanding of relevant legislation, including the Data Protection Act, Freedom of Information, and Equality & Diversity policies.
• Must be available to work immediately or at short notice.
• Right to work in the U.K.
• Enhanced DBS may be required; your DBS must be through us or accompanied by a subscription to the DBS updating service.

We are committed to equality in the workplace and are an equal opportunity employer.