Customer Service Specialist
A local authority is seeking a Customer Service Specialist to join a busy Customer Contact team, acting as the first point of contact for a range of services, with a focus on Council Tax enquiries.
Key responsibilities
- Handling enquiries via phone, email, webchat and face-to-face
- Resolving queries at first point of contact where possible
- Accurately recording customer information on internal systems
- Escalating complex cases to relevant teams
- Supporting customers in sensitive or challenging situations
- Keeping up to date with services, policies and procedures
Additional responsibilities
- Supporting colleagues with complex queries
- Contributing to service and process improvements
- Assisting with workload coordination and service delivery
About you
- Experience in customer service or a contact centre environment
- Strong communication and problem-solving skills
- Comfortable handling high volumes and sensitive enquiries
- Good IT skills and attention to detail
- Able to work both independently and as part of a team
Desirable
- Public sector or Council Tax experience
Working arrangements
Typically 2 days remote, 3 days office based (flexibility required)