Customer Experience Specialist – Public Sector

Natural England; Massachusetts; On-site; USD 33,000 - 48,000; Full time

Job summary

Natural England is seeking a Customer Services Officer in Worcester to provide a professional, responsive service to our diverse customers. You will handle telephone and email enquiries, ensuring accurate information and timely resolutions, while supporting service improvements and knowledge management across teams.

The role emphasizes a customer-focused approach, strong communication, and the ability to work with colleagues nationwide to deliver consistent, high-quality responses and maintain

Qualifications

• Experience of delivering a high-quality service to customers or stakeholders, including responding to enquiries and helping resolve problems.

Responsibilities

• 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.
• Take responsibility for progressing customer enquiries and provide a professional, empathetic and timely service.
• Liaise with national and area teams, subject matter experts and other colleagues to gather the information needed to answer customer enquiries.
• Support projects and service improvements across the Customer Service team, including administration of caravan and camping exemption certificates.
• Explore the appropriate use of digital tools, including Microsoft 365 Copilot, to improve productivity and customer service while following information-management and data-protection requirements.

Job description

Natural England is seeking a Customer Services Officer in Worcester to provide a professional, responsive service to our diverse customers. You will handle telephone and email enquiries, ensuring accurate information and timely resolutions, while supporting service improvements and knowledge management across teams.

The role emphasizes a customer-focused approach, strong communication, and the ability to work with colleagues nationwide to deliver consistent, high-quality responses and maintain