Public Sector Customer Experience Officer

Natural England; West of England; On-site; GBP 25,000 - 32,000; Full time

Job summary

Natural England is recruiting a Customer Services Officer in Bristol to provide a professional, responsive and accessible service to our customers. You will handle enquiries by phone and email, guiding users through Natural England's services and policy context with clear, empathetic communication.

You will collaborate with national and area teams to gather information, contribute to knowledge base updates, and support complaint handling while driving service improvements and efficiency.

Qualifications

• Experience of 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.
• Empathy and customer focus; ability to manage difficult or sensitive situations professionally.
• Organisation and time-management skills; ability to manage a varied workload and meet deadlines.
• Confidence using IT and digital systems; willingness to learn how to use telephone, contact-management and knowledge-management tools.

Responsibilities

• Respond to enquiries by telephone and email, taking ownership of each customer contact and resolving enquiries at the earliest opportunity.
• Work with colleagues and subject matter experts to gather information and provide clear responses.
• Support complaint handling and maintain customer service information.
• Contribute to wider team delivery and improvement projects, including maintenance of knowledge bases.
• Explore the appropriate use of digital tools to improve productivity and customer service while complying with data-protection requirements.

Skills

Customer service

Communication

Empathy

Organisation

Digital confidence

Job description

Natural England is recruiting a Customer Services Officer in Bristol to provide a professional, responsive and accessible service to our customers. You will handle enquiries by phone and email, guiding users through Natural England's services and policy context with clear, empathetic communication.

You will collaborate with national and area teams to gather information, contribute to knowledge base updates, and support complaint handling while driving service improvements and efficiency.