Customer Service Specialist

Who You Are

You are an effective communicator with the ability to build and maintain strong relationships with customers and professionals. You thrive in a team-oriented environment and are skilled in using various communication channels to provide exceptional customer service. You are committed to continuous learning and improvement, with a flexible approach to meet the dynamic needs of Somerset Council Services.

What the job involves

This position requires you to provide frontline support as the first point of contact for all Somerset Council Services via phone, webchat, email, and face-to-face interactions. You will support both the Yeovil and Shepton Mallet offices, with a focus on customer inquiries related to Council Tax. Key responsibilities include assessing customer needs, providing guidance, maintaining accurate records, and improving operational processes. You will also provide coaching to colleagues, review website content, and support the transition to digital services. Ensuring that reception services are efficient and addressing challenging customer interactions with sensitivity and professionalism are also crucial aspects of this role.

Skills

• Excellent communication skills
• Strong interpersonal and relationship-building abilities
• Problem-solving and active listening
• Attention to detail and accuracy
• Proficiency with business systems (e.g., CRM, Blue Badge, etc.)
• Ability to work independently and as part of a team
• Flexible and adaptable to change
• Coaching and training skills
• Understanding of Equalities, Diversity, Data Protection, and related regulations