Hybrid Customer Experience Advisor

UK Ministry of Defence; West Midlands; Hybrid; GBP 26,000 - 32,000; Full time

Benefits offered by this job

Flexible working

Career development & training

25 days leave + pro‑rata

Civil Service Pension 28.97%

Discounts & cycle-to-work

Civil Service Sport club

Job summary

Natural England is seeking a Customer Services Officer to provide a professional, responsive service to customers across a hybrid working environment. You will respond to telephone and email enquiries, gather information with colleagues, and help maintain the knowledge base while supporting complaint handling and wider team improvements.

This role welcomes applicants with customer service, administrative, or case-management experience and the ability to deliver high-quality responses while

Qualifications

• Experience delivering a high-quality service to customers or stakeholders.
• Clear written and verbal communication, able to adapt to different people and situations.
• Ability to understand customer perspective and manage difficult situations professionally.
• Good organisational and time-management skills to handle varied workloads.
• Confidence using IT and digital systems, with willingness to learn new tools.

Responsibilities

• Respond to enquiries by telephone and email, aiming to resolve at first point of contact.
• Take ownership of customer contacts and provide a professional, timely service.
• Collaborate with teams to gather information and deliver accurate responses.
• Support complaint handling and maintain service knowledge base.
• Contribute to service improvements and administration of related certificates.

Skills

Customer service

Communication

Empathy

Organisation

Digital confidence

Job description

Natural England is seeking a Customer Services Officer to provide a professional, responsive service to customers across a hybrid working environment. You will respond to telephone and email enquiries, gather information with colleagues, and help maintain the knowledge base while supporting complaint handling and wider team improvements.

This role welcomes applicants with customer service, administrative, or case-management experience and the ability to deliver high-quality responses while