Read more

Natural England; Eastleigh; On-site; GBP 35,000 - 48,000; Full time

Job summary

Natural England is recruiting a Customer Services Higher Officer in Eastleigh to strengthen the link between the public and the agency. You will oversee a broad range of enquiries, complaints and correspondence, ensuring a high-quality customer experience.

Working with colleagues across government and external partners, you will embed consistent standards, use feedback and performance data to support decisions, and help improve service delivery in a fast-paced environment.

Qualifications

• Experience in customer service, operations, or case management.
• Ability to manage diverse enquiries, complaints and feedback.
• Strong data use for evidence-based decisions.
• Ability to maintain high-quality service in a fast-paced environment.

Responsibilities

• embed consistent customer service and quality standards across Natural England
• collaborate with colleagues, customers, stakeholders and other government organisations
• use customer information, feedback and performance data to support sound and evidence-based decisions
• help improve customer service processes, performance and organisational capability
• provide advice and support to colleagues handling complex or sensitive customer contact
• monitor telephone services and undertake quality assurance checks
• We are interested in applicants who can bring relevant customer service, operational delivery, communication or case-management experience and apply it effectively in a new environment.

Skills

Customer service

Operational delivery

Communication

Case-management

Quality assurance

Job description

6839 - Customer Services Higher Officer - Eastleigh

Join us in shaping a future where nature and people thrive. Whether you're drawn to hands-on conservation or playing a vital part behind the scenes, your work at Natural England will support lasting benefits for the environment and society.

Our Role

Natural England is the Government’s adviser for the natural environment and the Nature regulator with a wide range of statutory duties and powers. We provide the evidence, expertise and advice to recover Nature and shape better places for people to live. We do this working through and with others.

Strategic Outcomes for Nature

Our strategy is framed through four strategic outcomes. Each of these outcomes reinforces and amplifies the others, and together they address environmental, social and economic actions critical to thriving nature.

Recovering Nature– Increased scale and quality of places where nature thrives.

Building Better Places– Greener homes and infrastructure create healthier, more investable places, recognising we live better where nature thrives around us.

Improving Health and Wellbeing– Build nature into everyday life so people can support, access and benefit from nature, wherever they live.

Delivering Security through Nature– Nature helps us adapt to the threats of a changing climate and improves our national security, supporting more resilient food production, healthy soils, clean and plentiful water and clean air.

Find out more about the work of Natural England at:

Natural England’s Strategy: Recovering Nature for Growth, Health and Security - GOV.UK

The Role

Our Customer Service function provides a vital connection between Natural England and the people, organisations and communities we serve.

We manage a diverse range of customer contact, including general and operational enquiries, complaints, correspondence from Members of Parliament and Parliamentary Questions. We also support Natural England to learn from customer feedback, improve its services and deliver a consistent, high-quality customer experience.

We are looking for Higher Officers who are committed to excellent customer service and enjoy working in a varied, fast-paced environment. This is an exciting opportunity to build your knowledge and skills while contributing to work that supports Natural England’s objectives.

As part of the team, you will:

help embed consistent customer service and quality standards across Natural England

work collaboratively with colleagues, customers, stakeholders and other government organisations

use customer information, feedback and performance data to support sound and evidence-based decisions

help improve customer service processes, performance and organisational capability

provide advice and support to colleagues handling complex or sensitive customer contact

monitor telephone services and undertake quality assurance checks

We are interested in applicants who can bring relevant customer service, operational delivery, communication or case-management experience and apply it effectively in a new environment.