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Natural England; West of England; Sur place; GBP 24 000 - 32 000; Plein temps

Résumé du poste

Natural England in Bristol is seeking a Customer Services Officer to provide a professional, responsive and accessible service to our customers. You will handle enquiries by telephone and email, take ownership of each contact and aim to resolve at first point of contact.

You will work with colleagues across the organisation, use our knowledge base and digital tools, contribute to service improvements and help administer caravan and camping exemption certificates.

Qualifications

• Respond to general customer enquiries with courtesy and accuracy.
• Explain information clearly and tailor it to the audience.
• Work with subject matter experts to gather information.

Responsabilités

• Respond to enquiries by telephone and email, aiming to resolve at first point of contact.
• Take ownership of customer contacts and provide timely service.
• Maintain and update the customer service knowledge base.
• Assist with administration and processing of caravan and camping exemption certificates.
• Support improvement projects and other team activities.

Connaissances

Customer service

Communication

Administration

Case management

Operational delivery

Outils

CRM systems

Microsoft 365

Description du poste

6834 - Customer Services Officer - Bristol

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

The team manages a varied range of customer contact, including general and operational enquiries, complaints and correspondence. It also helps Natural England learn from customer feedback, improve its services and provide a consistent, high-quality customer experience.

No two days are the same. You will respond to different enquiries, help customers navigate Natural England’s services and work with colleagues across the organisation to find clear and practical solutions.

This is an exciting time to join the team. Customer Services is continuing to develop its role across Natural England, providing opportunities for you to contribute to service improvements, influence how we work and help shape the future customer experience.

We welcome applications from people who can bring relevant customer service, communication, administration, case-management or operational delivery experience and apply it effectively in a new environment.

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 customer enquiries

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 ownership of customer contacts

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.

Work collaboratively to resolve enquiries

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.

Contribute to wider team delivery

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.