Customer Service Officer, EO, Perm, Liverpool

The Charity Commission regulates over 170,000 charities across England and Wales, ensuring they operate within the law and maintain public trust in the £10bn donated each year. As a Customer Service Officer within the Customer Contact Centre, you will play a vital role in supporting this mission by being the first point of contact for charity trustees, professional advisers, members of the public, and other stakeholders.

In this front‑facing role, you will provide clear, accurate and timely advice across multiple communication channels, including telephone, email, and written correspondence. You will guide customers through the Commission’s processes, offer support in using online services, and help them understand their legal responsibilities. Many queries will relate to compliance requirements such as filing annual returns and accounts, and you will help customers navigate the steps needed to meet these obligations.

You will make well‑reasoned decisions to resolve customer issues, using judgement, analytical skills and initiative. While many enquiries can be resolved at first contact, you will identify when complex or contentious cases require escalation to senior colleagues. You will be expected to explain complex information in an accessible way, adapting your style to suit different audiences and demonstrating empathy, patience and professionalism, particularly when handling challenging situations.

The role also involves contributing to wider regulatory activity, including outbound calling initiatives, supporting both the telephone and correspondence teams as needed, and working within the Commission’s quality assurance framework to build continuous improvement into your daily practice. You will take ownership of your professional development, building technical knowledge and supporting colleagues where appropriate.

• Work on a Contact Centre. Opening hours 9am to 5pm, Monday to Friday.
• Respond to customers, provide advice, and answer queries about the Commission’s online services, guidance and website in the most efficient manner, either by telephone or in writing.
• Work within target timeframes and adhere to established business processes or guidance.
• Make decisions in order to resolve customer issues, using initiative, analytical skills and judgement to solve problems.
• Escalate to senior colleagues in complex or contentious cases after considering potential options.
• Engage with charity trustees, advisors, stakeholders and members of the public, advising charities on how to comply with charity law and taking action to resolve queries at first point of contact.
• Offer support across both the Contact Centre and other Customer Service Teams to answer enquiries and provide clarification about guidance and trustee responsibilities, in line with demand.
• Take action to ensure trustees comply with their legal responsibilities to file annual returns and accounts, providing advice on what is required and assisting with accessing and navigating Commission online services.

Do you have great customer service skills? Do you have strong communication skills and enjoy talking to a wide range of people? Are you able to handle complex queries by phone and email with clarity and professionalism? This is an excellent opportunity for someone who thrives in a fast‑paced, customer‑focused environment, enjoys solving problems, and wants to contribute to an important public mission that directly supports the integrity and effectiveness of the charity sector.

The ability to speak and write in Welsh would be an asset but is not essential. We are a Disability Confident Employer. We will generally offer an interview to any applicant that declares they have a disability and meets the minimum criteria for the job as defined by the employer. For more details, please contact us or visit our website.