Customer Services Officer

Number of jobs available: 4

Region:
South West, West Midlands, Yorkshire and the Humber

City/Town:
Bristol, Worcester, York

Grade: EO

Organisation Grade: NE Level 2.

Post Type:
Permanent

Working Pattern:
Full Time, Part Time, Part Time/Job Share

Role Type:
Contact Centre, Customer Insight

Salary Minimum: £28,910

Customer Services provides a vital connection between Natural England and the people, organisations and communities we serve.

The team manages a varied range of customer contact, including general and operational enquiries, complaints and correspondence. It also helps Natural England learn from customer feedback, improve its services and provide a consistent, high-quality customer experience.

No two days are the same. You will respond to different enquiries, help customers navigate Natural England’s services and work with colleagues across the organisation to find clear and practical solutions.

This is an exciting time to join the team. Customer Services is continuing to develop its role across Natural England, providing opportunities for you to contribute to service improvements, influence how we work and help shape the future customer experience.

We welcome applications from people who can bring relevant customer service, communication, administration, case-management or operational delivery experience and apply it effectively in a new environment.

As a Customer Service Officer, you will help provide a professional, responsive and accessible service to Natural England’s customers.

You will respond to enquiries by telephone and email, taking ownership of each customer contact and seeking to resolve enquiries at the earliest opportunity. You will work with colleagues and subject matter experts across Natural England to gather accurate information and provide clear, timely and customer-focused responses.

You will also support complaint handling, maintain customer service information and contribute to wider team activities, including improvement projects and the administration of caravan and camping exemption certificates.

• Respond to customer enquiries

Respond to enquiries by telephone and email, providing clear and accurate information and aiming to resolve enquiries at the first point of contact wherever possible.

• Take ownership of customer contacts

Take responsibility for progressing customer enquiries and provide a professional, empathetic and timely service.

Listen carefully to customers, recognise their individual needs and explain information in a way that is clear and appropriate for the audience.

• Work collaboratively to resolve enquiries

Liaise with national and area teams, subject matter experts and other colleagues to gather the information needed to answer customer enquiries.

Help maintain and improve the customer service knowledge base so that information remains accurate, accessible and useful.

• Support complaint handling

Investigate and coordinate Tier 1 complaint responses by gathering relevant information, maintaining accurate records and helping ensure responses are fair, clear and provided within the required timescales.

• Contribute to wider team delivery

Support projects and service improvements across the Customer Service team. This will include assisting with the administration and processing of caravan and camping exemption certificates.

You will also be encouraged to explore the appropriate use of digital and AI-enabled tools, including Microsoft 365 Copilot, to improve productivity and customer service while following relevant information-management, security and data-protection requirements.

We are looking for candidates who can demonstrate the following essential criteria.

• Customer service experience
  Experience of delivering a high-quality service to customers or stakeholders, including responding to enquiries and helping resolve problems.
• Communication and interpersonal skills
  Good written and verbal communication skills, with the ability to explain information clearly, listen to customers and adapt your approach to different people and situations.
• Empathy and customer focus
  The ability to understand a customer's perspective, represent their needs appropriately and manage difficult or sensitive situations professionally.
• Organisation and work management
  Good organisational, planning and time-management skills, with the ability to manage a varied workload, prioritise activities and meet agreed…