Hybrid Customer Service Specialist

Beighton; Sheffield; Hybrid; GBP 21,000 - 26,000; Full time

Job summary

Beighton is seeking an experienced Customer Service Officer in a hybrid role based in Sheffield to assist residents and businesses across multiple channels. You will handle enquiries, process applications and confidently navigate back-office systems.

A strong focus on accuracy, service standards and customer care is essential. Emphasis on clear communication, effective questioning and professional de-escalation while maintaining confidentiality.

Qualifications

• Clear and confident verbal and written communication.
• Active listening and effective questioning.
• Sound problem-solving and decision-making within guidance.
• Confidence using digital systems and maintaining accurate records.
• Organisational skills to prioritise workload and meet standards.
• Attention to detail and understanding of confidentiality and data protection.
• Teamwork and ability to build working relationships.
• Commitment to courteous, inclusive and customer-focused service.

Responsibilities

• Respond to a broad range of customer enquiries across telephone, digital, written, back-office and face-to-face channels.
• Resolving straightforward and medium-complexity enquiries, using your knowledge and judgement to select from agreed options.
• Processing applications, service requests, submissions and supporting evidence accurately.
• Using service-specific systems to update records and progress cases.
• Providing clear information, guidance and signposting, aiming to resolve enquiries at the first point of contact wherever possible.
• Triaging enquiries and making effective handovers to our Linked Services
• Handling financial transactions and supporting relevant appeals or enforcement processes.
• Managing challenging interactions professionally, using appropriate communication and de-escalation techniques.

Skills

Verbal communication

Written communication

Active listening

Problem solving

Digital literacy

Record keeping

Time management

Confidentiality

Teamwork

Customer service

Job description

Beighton is seeking an experienced Customer Service Officer in a hybrid role based in Sheffield to assist residents and businesses across multiple channels. You will handle enquiries, process applications and confidently navigate back-office systems.

A strong focus on accuracy, service standards and customer care is essential. Emphasis on clear communication, effective questioning and professional de-escalation while maintaining confidentiality.