We are working closely alongside with a local authority in Somerset to assist with the appointment of a Customer Service Specialist on a 3-months contract, highly likely to be extended at clients discretion. Please apply with your CV for immediate consideration.
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 be responsible for assessing customer needs, providing expert guidance, and resolving 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; use professional judgement to identify when to escalate 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.
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 Equalities and Diversity policies.
Please note:
* You should be available to work immediately or at a short notice.
* You should have right to work in U.K
Disclaimer: Brackenberry Ltd is acting as an Employment Business in relation to this vacancy. We are committed to equality in the workplace and is an equal opportunity employer. Unless otherwise stated all of our roles are temporary, though opening assignments can be and often are, extended by clients on a longer term basis and can sometimes become permanent.
Important: We will interpret your application as being permission to submit your CV to this role (with the right to represent you) unless you advise us to the contrary. Incase the role requires an enhanced DBS, your DBS must be either through us or be accompanied by a subscription to the DBS updating service.
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