Customer Service Advisor

The Methodist Church in Britain; Taunton; Hybrid; GBP 26,000 - 32,000; Full time

Benefits offered by this job

Hybrid working

Job summary

Somerset Council is seeking a fixed-term Customer Service Specialist to join the Education Inclusion Advice Line. You will be the first point of contact for education professionals seeking SEND and inclusion guidance, delivering clear, accurate advice and linking schools to the right services.

Working 37 hours per week with hybrid options, you will maintain records, handle sensitive information confidentially, and collaborate with specialist teams to improve customer experience and service

Qualifications

• Experience working with children and young people, ideally in an education setting.
• Strong communication skills with ability to explain complex information clearly.
• Knowledge of SEND and inclusion including diverse needs.
• Confidence using IT systems.
• Managing sensitive information accurately and confidentially.
• Staying organised under pressure with competing priorities.

Responsibilities

• Act as the first point of contact for education professionals seeking SEND and inclusion advice.
• Give clear, accurate advice to help professionals support children and young people with SEND.
• Resolve enquiries promptly to avoid delays in schools.
• Assess complex situations, identify next steps and connect professionals to services when more support is needed.
• Maintain accurate records to support service delivery and decision-making.
• Work with specialist teams to improve customer experience and shape service improvements.

Skills

Strong communication skills

Knowledge of SEND and inclusion

Confidence using IT systems

Managing sensitive information

Staying organised under pressure

Building relationships with colleagues

Job description

This fixed-term Customer Service Specialist post sits on the Education Inclusion Advice Line in Children's, Families & Education at Somerset Council, running until September 2027. The post-holder is the first contact for education professionals seeking advice on special educational needs and disabilities, resolving queries quickly and linking schools to the right services. Hours are 37 a week, with hybrid working where service needs allow. Visa sponsorship is not offered, so applicants must already hold the right to work in the UK.

What the job involves

• Act as the first point of contact for education professionals seeking SEND and inclusion advice
• Give clear, accurate advice to help professionals support children and young people with SEND
• Resolve enquiries at the earliest opportunity so schools avoid unnecessary delays
• Assess complex situations, identify next steps and connect professionals to services when more support is needed
• Maintain accurate records and information to support service delivery and decision-making
• Work with specialist teams to improve customer experience, share knowledge and shape service improvements

What’s required

Experience

• Experience working with children and young people, ideally in an education setting

Skills & knowledge

• Strong communication skills, explaining complex information clearly to a range of professionals
• Knowledge of SEND and inclusion, including supporting children with diverse needs
• Confidence using IT systems
• Managing sensitive information accurately and confidentially
• Staying organised under pressure and balancing competing priorities
• Building positive working relationships with colleagues and partners

Checks & eligibility

• Right to work in the UK without visa sponsorship

What’s offered

• 25 days annual leave plus bank holidays
• Option to purchase additional annual leave
• Local Government Pension Scheme
• Flexible and hybrid working where service needs allow
• Health and wellbeing support, including confidential employee assistance
• Paid volunteering opportunities