Customer Services Officer (Band 6 / AO) in Liverpool

We contribute to the Health and Safety Executive (HSE) strategy – Protecting people and places across England, Scotland and Wales. Our contribution is to protect people at work, members of the public, employees, employers and residents who are impacted by a work‑activity and by ensuring risks are properly managed. The team is a front‑facing, high‑volume, fast‑paced, operational, front‑line team. In 2023/24 the team received 52,000 new workplace Health and Safety Concerns and Advice requests. We are looking for motivated and dedicated customer‑focused individuals to join the team to play an important role in ensuring that HSE provides a professional response to Health and Safety Concerns, Advice requests and Building Safety Regulator enquiries within strict deadlines.

Responsibilities

• Answer monitored telephone calls in a professional manner, showing empathy and compassion and asking open questions to establish facts and resolve calls satisfactorily for customers when possible.
• Direct customers to information on the HSE website.
• Direct customers to the Contact Us section on the HSE website, or when appropriate complete the required form on their behalf.
• Direct customers to the appropriate Enforcing Authority if it is not a matter for HSE.
• You will be expected to develop a good understanding of the Enforcing Authority Regulations; training provided.
• Monitor team inboxes, taking required action for each contact received.
• Perform a range of administration tasks, including creating companies and cases on internal systems, managing incoming post, scanning and redirecting letters.

Be assessed against the following behaviours during the selection process: Communicating and Influencing, Delivering at Pace, Working Together.

Essential Skills and Criteria

• Excellent written and verbal communication skills to convey information accurately.
• Experience working in a front‑line Customer Service / Contact Centre role.
• Proficient IT skills with a high level of attention to detail, allowing for accurate and timely recording of information.
• Excellent organisational and time‑management skills and ability to use own initiative.
• Ability to seek out new and improved ways of working, make suggestions to colleagues and managers, and always strive to deliver to high standards.
• Good analytical skills to digest and interpret information provided; ideally with experience of working independently and as part of a team.

Eligibility and Nationality Requirements

• UK nationals.
• Nationals of the Republic of Ireland.
• Nationals of Commonwealth countries who have the right to work in the UK.
• Nationals of the EU, Switzerland, Norway, Iceland or Liechtenstein and family members of those nationalities with settled or pre‑settled status under the European Union Settlement Scheme (EUSS).
• Individuals with limited leave to remain or indefinite leave to remain who were eligible to apply for EUSS on or before 31 December 2020.
• Turkish nationals, and certain family members of Turkish nationals, who have accrued the right to work in the Civil Service.

Disability Confidence Scheme

We are proud to be a Disability Confident employer and positively welcome applications from disabled people. We commit to making workplace adjustments to ensure anyone can participate in the recruitment and selection process.

Benefits

• Learning and development tailored to your role.
• An environment with flexible working options.
• A culture encouraging inclusion and diversity.
• Competitive rates of pay.
• Access to the highly competitive Civil Service Pension Scheme to which HSE contributes 28.97%, far more than in the private sector.
• Family‑friendly policies and working hours to help balance your home life and career.
• Carer‑friendly policies to help create a supportive working culture.
• 25 days annual holiday, increasing to 30 days after 5 years’ service, plus bank holidays and 1‑day Civil Service privilege leave.
• Parental leave benefits.
• As a member of HSE you will gain access to a wide range of fantastic benefits such as the Cycle to Work Scheme, E‑Gift Cards and Vouchers via our partner EdenRed.

Part‑time Working Hours

Part‑time working hours are available for this role. We can accept part‑time applicants who can commit to working a minimum of 30 hours per week. The Customer Services Team opening hours are 08:20‑17:00.

Salary and Pension

Alongside your salary of £28,499, Health and Safety Executive contributes £8,256 towards you being a member of the Civil Service Defined Benefit Pension scheme.

Security

Successful candidates must undergo a criminal record check. Personnel security standard checks apply to those working with government assets.