Customer Service Advisor

Salary: Grade 13 - £26,847 to £29,071 per annum
Contract: Fixed Term Contract until Sept 2027
Hours: 37 hours per week
Closing date: 8th November 2026

About the Role

The Education Inclusion Advice Line sits within Children's, Families & Education and supports professionals working with children and young people across Somerset. The team provides timely advice, guidance and support on special educational needs and disabilities (SEND), helping schools access the right information and services when they need it.

As a Customer Service Specialist, you'll be the first point of contact for education professionals seeking advice on SEND and inclusion matters. You'll use your knowledge, judgement and communication skills to help resolve queries quickly, ensuring children and young people receive the right support at the earliest opportunity. Working closely with colleagues across education and children's services, you'll play a key role in making services more accessible, reducing delays and helping schools navigate processes with confidence. This is a rewarding opportunity to make a genuine difference while developing your expertise within a supportive and collaborative team.

How You'll Make a Difference

• Provide clear, accurate advice to education professionals, helping them support children and young people with SEND more effectively.
• Resolve enquiries at the earliest opportunity, ensuring schools can access the right support without unnecessary delays.
• Assess complex situations, identify the most appropriate next steps and connect professionals with the right services when additional support is needed.
• Maintain accurate records and information, supporting high-quality service delivery and informed decision-making.
• Work collaboratively with specialist teams to improve customer experience, share knowledge and help shape continuous service improvements.

What You'll Bring

• Experience working with children and young people, ideally within an education-related environment.
• Strong communication skills with the ability to explain complex information clearly and confidently to a range of professionals.
• Knowledge of SEND and inclusion, with an understanding of supporting children and young people with diverse needs.
• Confidence using IT systems and managing sensitive information accurately and confidentially.
• The ability to remain organised under pressure, balance competing priorities and build positive working relationships with colleagues and partners.

Why Join Us?

At Somerset Council, we're a progressive organisation committed to improving lives and shaping better services for our communities. Based in one of England's most beautiful counties, it's a great place to build your career and enjoy an excellent quality of life.

• 25 days annual leave plus bank holidays, with the option to purchase additional leave.
• Local Government Pension Scheme (LGPS), one of the UK's most enhanced and secure pension schemes.
• Flexible and hybrid working arrangements to support work-life balance, where service needs allow.
• Health and wellbeing support, including access to confidential employee assistance services.
• Paid volunteering opportunities, helping you make a difference both inside and outside of work.

Find out more about working at Somerset Council: Working at Somerset Council  

Further Information

Unfortunately, we are unable to offer sponsorship for this role. We are only able to proceed with candidates who already have the right to work in the UK without the need for visa sponsorship.

You can find a copy of the job description here: TR0270 Customer Service Specialist - Education IAL.pdf 

For an informal chat about the role, please contact Alison Garbett, alison.garbett@somerset.gov.uk

We believe diversity makes us stronger and are committed to creating a workplace where everyone feels valued and respected. We welcome applications from people of all backgrounds and experiences, whose unique perspectives help us better serve the people of Somerset.

If you currently work for Somerset Council, please apply via the internal SuccessFactors careers page.

Job Ref:1571/WS