Public Service Customer Experience Officer

Natural England; York and North Yorkshire; On-site; GBP 24,000 - 32,000; Full time

Job summary

Natural England seeks a Customer Service Officer to deliver a high-quality service to its customers and stakeholders. You will handle general and operational enquiries by telephone and email, taking ownership of each contact and providing clear, timely responses across a collaborative team.

You will contribute to service improvements, support complaint handling, and help maintain the knowledge base, with opportunities to use digital tools in a compliant environment while developing essential

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, listen to customers and adapt your approach to different people and situations.
• The ability to understand a customer’s perspective, represent their needs appropriately and manage difficult or sensitive situations professionally.
• Good organisational, planning and time-management skills, with the ability to manage a varied workload, prioritise activities and meet agreed deadlines.
• Confidence using IT and digital systems, together with a willingness to learn how to use Natural England’s telephony, contact-management and knowledge-management systems.

Responsibilities

• As a Customer Service Officer, you will help provide a professional, responsive and accessible service to Natural England’s customers.
• You will respond to enquiries by telephone and email, taking ownership of each customer contact and seeking to resolve enquiries at the earliest opportunity.
• You will work with colleagues and subject matter experts across Natural England to gather accurate information and provide clear, timely and customer-focused responses.
• You will also support complaint handling, maintain customer service information and contribute to wider team activities, including improvement projects and the administration of caravan and camping exemption certificates.
• Respond to enquiries by telephone and email, providing clear and accurate information and aiming to resolve enquiries at the first point of contact wherever possible.
• Use Natural England’s knowledge base, customer contact systems and other approved digital tools to support efficient and consistent customer service.
• Take responsibility for progressing customer enquiries and provide a professional, empathetic and timely service.
• Listen carefully to customers, recognise their individual needs and explain information in a way that is clear and appropriate for the audience.
• Liaise with national and area teams, subject matter experts and other colleagues to gather the information needed to answer customer enquiries.
• Help maintain and improve the customer service knowledge base so that information remains accurate, accessible and useful.
• Investigate and coordinate Tier 1 complaint responses by gathering relevant information, maintaining accurate records and helping ensure responses are fair, clear and provided within the required timescales.
• Support projects and service improvements across the Customer Service team. This will include assisting with the administration and processing of caravan and camping exemption certificates.
• You will also be encouraged to explore the appropriate use of digital and AI-enabled tools, including Microsoft 365 Copilot, to improve productivity and customer service while following relevant information-management, security and data-protection requirements.

Skills

Customer service

Communication

Empathy

Organisation

Digital literacy

Job description

Natural England seeks a Customer Service Officer to deliver a high-quality service to its customers and stakeholders. You will handle general and operational enquiries by telephone and email, taking ownership of each contact and providing clear, timely responses across a collaborative team.

You will contribute to service improvements, support complaint handling, and help maintain the knowledge base, with opportunities to use digital tools in a compliant environment while developing essential