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)