Neway International are seeking a Customer Service Specialist to join our client based with Somerset Council. Location: Petters Way, Yeovil, Somerset, BA20 1UN Hours: 37 per week Start Date: 20 April 2026 Duration: ongoing Rate: PAYE £13.47 per hour / Ltd/Umbrella £17.82 per hour Work Pattern: Typically 2 days remote, 3 days in the office (may vary) Additional Notes: Corporate funding provided for 12‑week placements supporting Revenues & Benefits end‑of‑year reminders About the Client Somerset Council’s Community Place & Economy directorate delivers high‑quality, customer‑focused services across the county. Their Customer Operations teams provide essential first‑point‑of‑contact support for residents, service users, and partner organisations. The Council is committed to accessible, responsive service delivery and continuous improvement across all customer channels. The Role The Customer Service Specialist will form part of the frontline Customer Contact team, providing first‑point‑of‑contact support across telephone, webchat, email, whitemail, and face‑to‑face channels. These roles will focus primarily on customer contact relating to Council Tax, supporting the Revenues & Benefits service during a peak operational period. Postholders may work from either the Yeovil office or Shepton Mallet office. Key Responsibilities Act as the first point of contact for all Somerset Council services via telephone, webchat, email, whitemail, and face‑to‑face interactions. Assess customer needs through active listening, questioning, and use of scripts to provide accurate information, guidance, and support. Manage contacts relating to Council Tax, resolving queries at first point of contact wherever possible. Record customer data, service requirements, and workflow actions accurately within relevant systems. Maintain awareness of contact volumes and manage availability through telephony systems to support Contact Centre performance. Review system and website information, identifying inaccuracies or areas for improvement and submitting feedback electronically. Keep up to date with changes to Somerset Council services, including consultations and service updates. Liaise with service areas to resolve discrepancies in information and collate feedback for operational teams. Handle sensitive or safeguarding‑related calls appropriately, escalating to colleagues where required. Deliver services in line with Council policies, including Equalities, Data Protection, and Freedom of Information. Provide coaching and support to colleagues on complex enquiries or areas of subject‑matter expertise. Train colleagues on new processes, updates, or best practice to ensure consistent service delivery. Lead on reviewing website content and identifying opportunities to promote digital access channels. Support daily operational management of the customer service point, including task allocation and monitoring footfall trends. Oversee Blue Badge administration tasks, ensuring accurate data recording and timely completion. Act as a point of contact for service areas within the customer service point, escalating issues where necessary. Ensure incidents are recorded and escalated appropriately. Candidate Requirements Experience in customer service, contact centre operations, or public‑facing administrative roles. Strong communication skills with the ability to handle sensitive, complex, or distressed customer interactions professionally. Ability to quickly build rapport with customers and professionals. Confident using multiple business systems (e.g., CRM, Confirm, Blue Badge system, payment systems). Strong organisational skills with accurate data entry and record‑keeping. Ability to interpret guidance, follow procedures, and exercise judgement when routing enquiries. Comfortable working in a fast‑paced, high‑volume environment. Ability to provide peer support, coaching, or training where required. Commitment to delivering high‑quality, customer‑focused services.