Customer Service Specialist

Who You Are

You are a dynamic and proactive individual who thrives in a team-driven environment, serving as the first point of contact for Somerset Council Services. You possess excellent communication skills, allowing you to engage comfortably with the public, service users, and professionals across various platforms, including telephone, webchat, email, and face-to-face interactions. You are adaptable, able to handle sensitive situations with tact and professionalism, and thrive on providing exceptional customer service. Your ability to build relationships quickly and your commitment to excellence make you a perfect fit for this customer-focused role.

What the Job Involves

As a Customer Service Specialist, you will be an integral part of the Customer Contact team responsible for handling queries related to Somerset Council Services, with a specific focus on Council Tax. Your primary duties involve assessing the needs of each contact, providing information and guidance, and ensuring most queries are resolved at the first point of contact. You will maintain and update customer records, monitor performance metrics, and highlight potential areas for improvement. Additionally, you will support and coach colleagues on complex issues, while promoting and facilitating the shift to digital service channels. The role also includes being a point of contact for operational leads, ensuring seamless processes within the customer service point.

Skills

• Excellent verbal and written communication
• Active listening and questioning
• Data management and recording
• Relationship building
• Problem-solving and judgment
• Adaptability to different business systems
• Knowledge of data protection and GDPR compliance
• Coaching and training capabilities