Job Description
Customer Service Specialist
A local authority is seeking a Customer Service Specialist to join a busy Customer Contact team, acting as the first point of contact for a range of services, with a focus on Council Tax enquiries.
Key responsibilities
* Handling enquiries via phone, email, webchat and face-to-face
* Resolving queries at first point of contact where possible
* Accurately recording customer information on internal systems
* Escalating complex cases to relevant teams
* Supporting customers in sensitive or challenging situations
* Keeping up to date with services, policies and procedures
Additional responsibilities
* Supporting colleagues with complex queries
* Contributing to service and process improvements
* Assisting with workload coordination and service delivery
About you
* Experience in customer service or a contact centre environment
* Strong communication and problem-solving skills
* Comfortable handling high volumes and sensitive enquiries
* Good IT skills and attention to detail
* Able to work both independently and as part of a team
Desirable
* Public sector or Council Tax experience
Working arrangements
Typically 2 days remote, 3 days office based (flexibility required)
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