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- Tasks: Join our Contact Centre team to help resolve health and safety concerns.
- Company: Health and Safety Executive, dedicated to protecting people at work.
- Benefits: Competitive salary, generous leave, flexible working, and a supportive culture.
- Why this job: Make a real difference by helping people and ensuring workplace safety.
- Qualifications: Experience in customer service and strong communication skills required.
- Other info: Hybrid role with excellent career development opportunities.
The predicted salary is between 28499 - 28499 £ per year.
The Health and Safety Executive (HSE) is seeking motivated and dedicated Customer Services Officers to join its fast-paced Contact Centre team in Bootle. This front-line team plays a vital role in protecting people and places across England, Scotland, and Wales by responding to workplace health and safety concerns, advice requests, and Building Safety Regulator enquiries. In 2023/24, the team handled over 52,000 new workplace concerns and advice requests.
As a Customer Services Officer, you will answer calls from members of the public, businesses, employees, employers, local authorities, and building professionals, ranging from reporting fatal accidents to providing advice. This hybrid role requires professionalism, empathy, resilience, and strong communication skills.
Key Responsibilities:- Answer and resolve telephone calls professionally, displaying empathy and compassion
- Use effective questioning to identify customer requirements
- Update corporate systems during calls when required
- Manage calls and admin tasks in line with Quality Assurance standards
- Develop understanding of Enforcing Authority Regulations
- Portray a positive image of HSE at all times
- Identify opportunities for process and service improvements
- Maintain proactive commitment to personal development
- Experience in front-line Customer Service / Contact Centre roles
- Excellent written and verbal communication skills
- Resilience to remain calm and professional during challenging or sensitive conversations
- Digital literacy – ability to navigate multiple IT systems simultaneously
- Service-focused mindset with passion for helping people
- Adaptability to switch between different queries and communication channels
- Communicating and Influencing
- Delivering at Pace
- Working Together
- Competitive salary: £28,499 per year
- Civil Service Defined Benefit Pension Scheme (employer contribution 28.97%)
- 25 days annual leave (increasing to 30 days after 5 years) + bank holidays + 1-day Civil Service privilege leave
- Family-friendly policies and flexible working options
- Carer-friendly policies and supportive working culture
- Learning and development tailored to your role
- Inclusion and diversity culture
- Cycle to Work scheme, e-gift cards, and vouchers via EdenRed
- Parental leave benefits
- Childcare support (note: childcare vouchers not available for new joiners, but other schemes may apply)
Complete an anonymised CV (career history, experience, qualifications) – for information only, not scored. Submit an anonymised Personal Statement (maximum 750 words) demonstrating how you meet the Essential Skills and Criteria. Shortlisted candidates will be invited to interview/assessment. Feedback will be provided only if you attend.
Security & Eligibility:Successful candidates must undergo a criminal record check and baseline personnel security standard checks. Open to UK nationals, Republic of Ireland nationals, Commonwealth citizens with right to work, EU/EEA/Swiss nationals with settled/pre-settled status, Turkish nationals with accrued rights, and individuals with indefinite/limited leave to remain (subject to eligibility).
Customer Services Officer (Band 6/AO) – Health and Safety Executive | Bootle (Hybrid) employer: School Result
Contact Detail:
School Result Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Services Officer (Band 6/AO) – Health and Safety Executive | Bootle (Hybrid)
✨Tip Number 1
Get to know the Health and Safety Executive (HSE) inside out! Familiarise yourself with their mission and values, especially how they handle workplace safety. This will help you connect better during interviews and show that you're genuinely interested in the role.
✨Tip Number 2
Practice your communication skills! Since you'll be dealing with a variety of callers, role-play different scenarios with friends or family. This will help you stay calm and professional, even when the conversation gets tricky.
✨Tip Number 3
Show off your empathy! In your interviews, share examples of how you've handled sensitive situations in the past. This will demonstrate that you can provide the compassionate service that HSE is looking for.
✨Tip Number 4
Don't forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, we love seeing candidates who take the initiative to engage with us directly.
We think you need these skills to ace Customer Services Officer (Band 6/AO) – Health and Safety Executive | Bootle (Hybrid)
Some tips for your application 🫡
Craft a Compelling Personal Statement: Your personal statement is your chance to shine! Make sure you clearly demonstrate how your experience aligns with the essential skills and criteria. Use specific examples to show off your customer service skills and resilience.
Keep it Professional and Concise: While we want to see your personality, remember to keep your application professional. Stick to the 750-word limit for your personal statement and make every word count. Clarity and conciseness are key!
Tailor Your CV: Even though your CV isn’t scored, it’s still important! Tailor it to highlight relevant experience in front-line customer service roles. This will help us see how you fit into our team right from the start.
Apply Through Our Website: We encourage you to apply through our website for a smooth application process. It’s the best way to ensure your application gets to us directly and is considered promptly!
How to prepare for a job interview at School Result
✨Know Your Stuff
Before the interview, make sure you understand the role of a Customer Services Officer at HSE. Familiarise yourself with workplace health and safety regulations, as well as the types of queries you might encounter. This will help you answer questions confidently and show your genuine interest in the position.
✨Show Empathy and Professionalism
Since this role involves handling sensitive conversations, practice displaying empathy during your responses. Think of examples from your past experiences where you managed difficult situations with compassion. This will demonstrate your ability to connect with customers and handle their concerns effectively.
✨Master the Art of Communication
Strong communication skills are key for this role. During the interview, focus on articulating your thoughts clearly and concisely. Use effective questioning techniques to showcase how you would identify customer needs. This will highlight your service-focused mindset and adaptability.
✨Prepare for Scenario Questions
Expect scenario-based questions that assess your resilience and problem-solving abilities. Think about times when you had to remain calm under pressure or adapt to changing circumstances. Prepare specific examples that illustrate your skills in these areas, as they are crucial for success in a fast-paced contact centre environment.