Customer Service Specialist (Grade 13)

Who You Are

You are a dynamic individual comfortable with providing exceptional customer service in a communication-centric role. You efficiently build relationships with customers and professionals, manage challenging situations with sensitivity, and are committed to continuous improvement. Adaptable and proactive, you thrive in a fast-paced environment while maintaining professionalism and courteousness.

What the Job Involves

As a Customer Service Specialist, you will be the first point of contact for Somerset Council Services, handling inquiries via telephone, webchat, email, and face-to-face interactions. You'll support customer contact efforts primarily focused on council tax, assess needs through active listening, and strive for first-contact resolution. You will maintain data accuracy, provide feedback for operational improvements, and offer training to colleagues. You'll also manage daily operations at the customer service point, ensuring effective communication and resource allocation. Building and maintaining productive relationships with various stakeholders will be a key aspect of the role.

Skills

• Excellent communication and interpersonal skills
• Strong problem-solving and judgment abilities
• Proficiency with CRM and other business systems
• Ability to coach and support colleagues
• Adaptability to change and feedback
• Experience managing sensitive or challenging situations
• Understanding of relevant council policies and procedures