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)