Customer Services Officer - ( Ref : 6834 )

Job description

About the job

Job summary

This position is based at Bristol , Worcester or York

Job description

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.

Job description

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.

Use Natural England's knowledge base, customer contact systems and other approved digital tools to support efficient and consistent customer service.

• 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.

Knowledge, Skills & Experience

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 deadlines.
• Digital confidence and willingness to learn
  Confidence using IT and digital systems, together with a willingness to learn how to use Natural England's telephony, contact-management and knowledge-management systems.

Desirable criteria

It would be helpful, but is not essential, if you have:

• Experience of handling complaints, correspondence or customer casework.
• Experience of gathering information from different sources to resolve an enquiry or issue.
• Experience of working in a busy customer service, contact-centre or operational delivery environment.
• Experience of using customer feedback or service information to improve processes or customer outcomes.
• Experience of using generative AI tools, such as Microsoft 365 Copilot, to support research, analyse information, draft communications or improve productivity while following appropriate governance, security and data-protection requirements.

Competencies

Competence 1

Professional competency

Detail

Technical skills

Description

• Understanding and experience of how to handle difficult situations for customers.
  • Experience of customer service.

Competence 2

Professional competency

Detail

Personal effectiveness

Description

• Act with integrity, addressing challenging issues and managing conflict through being open and objective.
  • Use clear and appropriate language, communication styles and techniques that engage your audience.

Competence 3

Professional competency

Detail

Putting people at the heart of our environment

Description

• Listen to and understand our diverse partners and customers so that you achieve the best outcomes for them and Natural England.
  • Nurture trusting partnerships and collaborate to achieve pragmatic outcomes that help deliver Natural England's vision, mission and aims.

Competence 4

Professional competency

Detail

Work delivery

Description

• Manage and deliver your work to meet agreed targets and deadlines

Person specification

Please refer to Job Description

Benefits

Alongside your salary of £28,910, Natural England contributes £8,375 towards you being a member of the Civil Service Defined Benefit Pension scheme. Find out what benefits a Civil Service Pension provides (opens in a new window).

• Learning and development tailored to your role
• An environment with flexible working options
• A culture encouraging inclusion and diversity
• A Civil Service pension with an employer contribution of 28.97%

Things you need to know

Artificial intelligence

Artificial intelligence can be a useful tool to support your application, however, all examples and statements provided must be truthful, factually accurate and taken directly from your own experience. Where plagiarism has been identified (presenting the ideas and experiences of others, or generated by artificial intelligence, as your own) applications may be withdrawn and internal candidates may be subject to disciplinary action. Please see our candidate guidance (opens in a new window) for more information on appropriate and inappropriate use.

Selection process details

Please refer to Job Description

Feedback will only be provided if you attend an interview or assessment.

Security

Successful candidates must undergo a basic (or equivalent) criminal record check.

People working with government assets must complete baseline personnel security standard (opens in new window) checks.

Nationality requirements

This job is broadly open to the following groups:

• UK nationals
• nationals of the Republic of Ireland
• nationals of Commonwealth countries who have the right to work in the UK
• nationals of the EU, Switzerland, Norway, Iceland or Liechtenstein and family members of those nationalities with settled or pre-settled status under the European Union Settlement Scheme (EUSS) (opens in a new window)
• nationals of the EU, Switzerland, Norway, Iceland or Liechtenstein and family members of those nationalities who have made a valid application for settled or pre-settled status under the European Union Settlement Scheme (EUSS)
• individuals with limited leave to remain or indefinite leave to remain who were eligible to apply for EUSS on or before 31 December 2020
• Turkish nationals, and certain family members of Turkish nationals, who have accrued the right to work in the Civil Service

Further information on nationality requirements (opens in a new window)

Working for the Civil Service

The Civil Service Code (opens in a new window) sets out the standards of behaviour expected of civil servants.

We recruit by merit on the basis of fair and open competition, as outlined in the Civil Service Commission's recruitment principles (opens in a new window).

The Civil Service embraces diversity and promotes equal opportunities. As such, we run a Disability Confident Scheme (DCS) for candidates with disabilities who meet the minimum selection criteria.

Diversity and Inclusion

The Civil Service is committed to attract, retain and invest in talent wherever it is found. To learn more please see theCivil Service People Plan (opens in a new window) and the Civil Service Diversity and Inclusion Strategy (opens in a new window).

Apply and further information

The Civil Service welcomes applications from people who have recently left prison or have an unspent conviction. Read more about prison leaver recruitment (opens in new window).

Once this job has closed, the job advert will no longer be available. You may want to save a copy for your records.

Contact point for applicants

Job contact :

• Name : Tina Bige
• Email : [email protected]
• Telephone : 07789 625059

Recruitment team

• Email : [email protected]

Further information

https://networkrecruitment.tal.net/vx/appcentre-7/brand-4/spa-1/candidate/so/pm/1/pl/8/opp/6834-6834-Customer-Services-Officer/en-GB