Natural England Bristol Customer Service Officers

Brook Street; West of England; On-site; GBP 18,000 - 19,000; Full time

Job summary

Natural England in Bristol is seeking experienced Customer Service Advisors to join four positions, handling high-volume telephone enquiries across telephone and digital channels.

You will provide friendly, professional service, log enquiries, and resolve issues at first contact where possible, using internal systems and assisting with drafting responses.

Qualifications

• Previous call centre or telephone-based customer service experience required.
• Excellent telephone manner and communication skills.
• Ability to handle high volumes and deliver first contact resolution.
• Comfort with email and online form enquiries.

Responsibilities

• Handle incoming calls on the Natural England general enquiries line.
• Provide a professional, helpful service over the telephone.
• Respond to customer enquiries via email and online forms.
• Use internal systems to resolve queries at first contact where possible.
• Log customer enquiries and update the eCase system.
• Escalate complex queries to senior colleagues when required.
• Assist with drafting responses using Premium Copilot.
• Deliver consistently high standards of customer service.

Skills

Call centre

Telephone-based service

Excellent communication

Problem solving

Active listening

Job description

Customer Service Advisor - Natural England

Bristol
£13.30 per hour
Strong call centre / telephone-based customer service experience required
4 positions available

Are you an experienced Customer Service Advisor who is confident handling a high volume of telephone enquiries?

We're looking for four experienced customer service professionals to support Natural England, providing a friendly, professional and efficient service to customers across telephone and digital channels.

This is a fantastic opportunity for someone who has worked in a call centre, contact centre or telephone-based customer service environment and enjoys speaking with customers, solving problems and delivering a great experience.

What you'll be doing

• Handling incoming calls to the Natural England general enquiries line
• Providing a professional, helpful and confident service over the telephone
• Responding to customer enquiries via email and online contact forms
• Using internal systems and knowledge resources to resolve queries at first contact wherever possible
• Accurately logging customer enquiries and updating information on the eCase system
• Escalating more complex queries to senior colleagues when required
• Using Premium Copilot to support the drafting of clear, high-quality responses
• Delivering consistently high standards of customer service across every interaction

What we're looking for

Previous call centre, contact centre or telephone-based customer service experience is essential.

You'll also need:

• Excellent telephone manner and communication skills
• Confidence dealing with a variety of customer enquiries
• A genuine passion for delivering excellent customer service
• Strong problem-solving skills and the ability to remain calm under pressure
• Confidence using multiple IT systems while speaking with customers
• Good written communication skills
• The ability to listen, understand customer needs and provide clear solutions