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- Tasks: Be the first point of contact for Somerset Council, helping customers via phone, webchat, and email.
- Company: Join a supportive local authority team in Somerset with a focus on community service.
- Benefits: Competitive pay, flexible work locations, and potential for contract extension.
- Why this job: Make a real difference by assisting vulnerable individuals and resolving their enquiries.
- Qualifications: Experience in customer service and handling challenging interactions is essential.
- Other info: Opportunity for personal growth and to develop valuable communication skills.
The predicted salary is between 13 - 17 £ per hour.
We are working closely alongside a local authority in Somerset to assist with the appointment of a Customer Service Specialist on a 3-month contract, highly likely to be extended at clients' discretion.
Rate of Pay: £13.47 – £17.82 per hour.
Summary
As a Customer Service Specialist, you will be the first point of contact for Somerset Council, managing interactions via telephone, webchat, email, and face-to-face. You will assess customer needs, provide expert guidance and resolve enquiries at the first point of contact whenever possible. This role requires a high degree of sensitivity and professionalism, as you will frequently interact with vulnerable individuals or those in distressing situations. The successful candidate can choose to be based in either the Yeovil or Shepton Mallet office.
Responsibilities
- Respond to enquiries across all Council services via telephony systems, email and webchat, ensuring all data is recorded accurately in the appropriate business systems (e.g., CRM, Confirm).
- Use active listening, questioning and scripts to provide information or services; exercise professional judgement to identify when to elevate complex issues to specialists.
- Review website content and internal systems to identify inaccuracies; provide feedback to managers and service areas to improve process efficiency.
- Act as a subject‑matter expert or operational lead, providing coaching, support, and training to colleagues on complex enquiries or specific service areas like Blue Badge administration.
- Receive and accurately record safeguarding details for adults and children's services, passing them immediately to the relevant internal teams.
Qualifications and Essentials
- Proven experience in a communication-based role, building relationships with the public and internal/external professionals.
- Experience dealing with challenging interactions, including customers who may be aggressive, distressed or experiencing social deprivation (e.g., homelessness or bereavement).
- Understanding of relevant legislation, including the Data Protection Act, Freedom of Information, and Equality & Diversity policies.
- Must be available to work immediately or at short notice.
- Right to work in the U.K.
- Enhanced DBS may be required; your DBS must be through us or accompanied by a subscription to the DBS updating service.
We are committed to equality in the workplace and are an equal opportunity employer.
Customer Service Specialist in London employer: Brackenberry Limited
Contact Detail:
Brackenberry Limited Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Service Specialist in London
✨Tip Number 1
Get to know the company! Research Somerset Council and understand their values and services. This will help you tailor your approach during interviews and show that you're genuinely interested in being part of their team.
✨Tip Number 2
Practice your communication skills! As a Customer Service Specialist, you'll need to handle various interactions. Role-play with a friend or family member to get comfortable with responding to different types of enquiries, especially challenging ones.
✨Tip Number 3
Be ready to showcase your problem-solving skills! Think of examples from your past experiences where you successfully resolved issues for customers. This will demonstrate your ability to handle complex situations effectively.
✨Tip Number 4
Apply through our website! We make it easy for you to find and apply for roles like this one. Plus, it shows you're proactive and serious about landing the job. Don't miss out on this opportunity!
We think you need these skills to ace Customer Service Specialist in London
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your CV and cover letter for the Customer Service Specialist role. Highlight your experience in communication-based roles and any relevant skills that match the job description. We want to see how you can bring your unique flair to our team!
Showcase Your Experience: When detailing your past roles, focus on your experience dealing with challenging interactions. Share specific examples where you’ve successfully managed difficult situations, as this will resonate well with us and show you’re ready for the sensitive nature of this position.
Be Professional Yet Personable: In your written application, strike a balance between professionalism and approachability. Remember, as a Customer Service Specialist, you'll be the first point of contact for many, so we want to see your friendly side shine through while maintaining a professional tone.
Apply Through Our Website: We encourage you to submit your application directly through our website. It’s the easiest way for us to keep track of your application and ensures you don’t miss out on any important updates. Plus, it shows you’re keen to join our team!
How to prepare for a job interview at Brackenberry Limited
✨Know Your Stuff
Make sure you’re familiar with the key responsibilities of a Customer Service Specialist. Brush up on your knowledge of the services offered by Somerset Council and be ready to discuss how you would handle various customer interactions, especially those that might be challenging.
✨Practice Active Listening
During the interview, demonstrate your active listening skills. This means not just hearing but understanding what’s being asked. Show that you can ask clarifying questions and respond thoughtfully, which is crucial for dealing with sensitive situations.
✨Show Empathy and Professionalism
Given the nature of the role, it’s important to convey empathy and professionalism. Prepare examples from your past experiences where you’ve successfully managed difficult conversations or supported vulnerable individuals, highlighting your ability to remain calm and collected.
✨Familiarise Yourself with Relevant Legislation
Brush up on the Data Protection Act, Freedom of Information, and Equality & Diversity policies. Being able to discuss these topics confidently will show that you understand the legal framework surrounding the role and are prepared to uphold these standards.