Customer Experience Specialist

Natural England; York and North Yorkshire; On-site; GBP 22,000 - 28,000; Full time

Job summary

Natural England is seeking a Customer Service Officer to provide professional, responsive support to customers in a role that blends enquiry handling, information gathering and service improvement. You will respond to calls and emails, work with subject matter experts, and help maintain clear, accessible knowledge resources.

The role requires collaboration across teams, a focus on first-contact resolution, and a commitment to high-quality customer service while using digital tools and adhering

Qualifications

• Experience delivering a high-quality service to customers or stakeholders, including responding to enquiries and helping resolve problems.
• Good written and verbal communication skills, with the ability to explain information clearly, listen to customers and adapt approach.
• The ability to understand a customer’s perspective and manage difficult situations professionally.
• Strong organisational, planning and time-management skills to handle a varied workload and deadlines.
• Willingness to learn digital tools and systems including telephony and knowledge-management platforms.

Responsibilities

• Respond to customer enquiries by telephone and email, providing clear, accurate information and resolving issues at first contact where possible.
• Take ownership of customer contacts and progress enquiries with empathy and timeliness.
• Collaborate with teams to gather information and answer queries.
• Support complaint handling and maintain the customer service knowledge base.
• Assist with service improvements and administration related to caravan and camping exemption certificates.

Skills

Customer service experience

Communication skills

Empathy

Organisation

Digital confidence

Tools

Microsoft 365 Co-pilot

CRM systems

Job description

Natural England is seeking a Customer Service Officer to provide professional, responsive support to customers in a role that blends enquiry handling, information gathering and service improvement. You will respond to calls and emails, work with subject matter experts, and help maintain clear, accessible knowledge resources.

The role requires collaboration across teams, a focus on first-contact resolution, and a commitment to high-quality customer service while using digital tools and adhering