Customer Service Specialist

Salary: Grade 13 - £26,847 to £29,071per annum

Contract: Permanent

Hours: 37 hours per week

Closing date:14th October 2026 

About the Role

As a Customer Service Advisor within Adult Services, you will be the first point of contact for residents, carers and professionals seeking advice, support and access to Somerset Council's adult social care services.

This is a rewarding and varied role where no two days are the same. You will support customers through a range of contact channels including telephone, email, webchat and face-to-face enquiries, helping people access the information, advice and support they need.

While the role sits within Adult Services, you will also help customers with enquiries relating to a broad range of council services, including Children's Services, Housing, and Revenues & Benefits. You will often be supporting people during sensitive or challenging circumstances, requiring empathy, professionalism and sound judgement to achieve the best outcomes.

How You'll Make a Difference

As the first point of contact for many customers, you will play a vital role in ensuring residents receive timely, accurate and compassionate support.

You will:

• Respond to customer enquiries across multiple channels, delivering a high standard of customer service.
• Listen carefully to customer needs and provide clear, accurate information and guidance.
• Support residents, carers and professionals to access Adult Social Care services and other council services.
• Handle sensitive, complex and sometimes urgent situations with confidence and empathy.
• Resolve enquiries at the first point of contact wherever possible.
• Maintain accurate customer records in line with council policies and data protection requirements.
• Use a range of digital systems and technologies to manage enquiries and service requests effectively.
• Work closely with colleagues and service teams to ensure customers receive the right support at the right time.
• Promote digital self-service options where appropriate.
• Contribute to continuous service improvement by identifying trends, sharing feedback and suggesting improvements.
• Support reception services and provide assistance on more complex enquiries when required.

What You'll Bring

We're looking for individuals who are passionate about helping others and delivering excellent customer service.

You will have:

• Excellent customer service skills, including empathy, patience, understanding and kindness.
• Strong communication skills with the ability to adapt your approach to different customers and situations.
• An excellent telephone manner and confidence communicating across a variety of channels.
• Resilience and professionalism when dealing with complex, sensitive or emotive enquiries.
• Good digital and IT skills, with the ability to learn new systems and work across multiple technologies.
• Strong attention to detail and the ability to maintain accurate records.
• A calm, positive and solution-focused approach to problem solving.
• The ability to work effectively as part of a team while managing your own workload.
• A commitment to confidentiality and handling information appropriately.

Previous customer service experience is welcomed but not essential. We are looking for people with the right skills, behaviours and enthusiasm to learn. If you have experience of Adult Social Care or any of the services supported by the team, either professionally or through lived experience, please highlight this in your application.

 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.
• Ongoing training, coaching and support to help you develop and succeed in your role.
• Hybrid working available following successful completion of training, with a minimum of two office-based days per week.
• Office location at County Hall, Taunton for office-based working days.

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

Further Information

Please note that appointments will normally be made at the starting salary point of £26,847 per annum.

This is a customer-facing role, and the successful applicant must be able to speak fluent English, in accordance with Part 7 of the Immigration Act 2016.

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.

For an informal chat about the role, you can contact Sarah Ralls, Service Delivery Manager, at sarah.ralls@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.

You can find a copy of the job description here:  AG0773 Customer Service Advisor (Specialist) (2).pdf 

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

Job Ref:1434/WS