Customer Service Specialist (Grade 13)

Who You Are

As a Customer Service Specialist at Somerset Council, you thrive in communication-based roles and have a knack for delivering exceptional service. You are comfortable interacting with a diverse range of individuals, from the general public to internal and external professionals. You are empathetic, tactful, and professional, especially when dealing with sensitive or challenging situations. Your judgment and initiative allow you to effectively manage complex issues, providing valuable insights and feedback to enhance service delivery.

What the job involves

In this role, you will be an integral part of the Customer Contact team, serving as the first point of contact for Somerset Council Services via various channels including telephone, webchat, email, and face-to-face interactions. Your primary focus will be on supporting customer contact related to Council Tax. You will assess customer needs, provide accurate information, and resolve queries at the first point of contact whenever possible. You will also coach and support colleagues, monitor workloads, and liaise with service areas for continuous improvement. Working from the Yeovil or Shepton Mallet office, you will lead efforts to promote digital service channels and ensure all interactions align with the Council’s policies and procedures.

Skills

• Exceptional communication and interpersonal skills
• Strong multitasking and organizational abilities
• Active listening and problem-solving skills
• Proficiency in using CRM and other business systems
• Ability to coach and support team members
• Adaptability and resilience in challenging situations
• Attention to detail and data accuracy