Customer Service Specialist– Admin & Clerical

Customer Service Specialist– Admin & Clerical 150 150 tcl-admin
Customer Service Specialist– Admin & Clerical
Taunton, Somerset
Contract / Temporary

Somerset RQ802393

Posted: 8th February 2023 12:05
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  • Pay Rate:

    £12.47 per hour PAYE

  • Hours per Week:

    35-37 Monday – Friday, normal working hours

  • This opening assignment is for 6-7 months

  • Taunton, Somerset,

    TA1 4DY

What's involved with this role:

Temporary Customer Service Specialist– Admin & Clerical

Reference no: Somerset RQ802393

Pay rate: £12.47 per hour PAYE

Hybrid working arrangement

Basic DBS disclosure required for this role

Successful candidates will be required to work out of our offices in Yeovil, Somerset.

The postholder will provide customer focused, high quality and responsive service at the contact centre which  is the first point of contact for customers need help and support regarding the vast number of services offered by the Council including Highways, Transport, Council Tax, Benefits, Housing, Waste and Recycling and many more

Key responsibilities:

  • Respond to contacts predominately via the telephone also digital interactions e.g. live chat and social media as well as email from members of the public, service users and associated professionals
  • Take all relevant details from the customer and depending on the nature of the contact, make formal referrals, suggest appropriate action to resolve the query and, as necessary, refer issues of appropriate urgency or complexity to key contacts/organisations.
  • Take ownership of difficult calls, using customer service skills and judgement to determine the best course of action however there are support or escalation routes if necessary.
  • Undertake an initial assessment of often complex needs using prompts and information contained on various sources of electronic systems and databases.
  • Log all enquiries on appropriate systems and sign-post people to online support materials wherever possible rather than using paper materials.
  • Support, training and coaching for staff and provide data and intelligence on what the Council delivers.


“Specific Role Requirements” – to give yourself the maximum chance of success please try and ensure your CV addresses the following essential criteria:

Experience & Knowledge / Technical skills

  • Proven experience of working within team providing an excellent standard of customer service
  • GCSE Level English and Mathematics (at Grade C or above) or equivalent
  • Working towards (or willing to) NVQ 3 Customer Care and ECDL qualification or equivalent
  • Experienced operator in Windows based technology e.g. Web & telephone
  • Experienced in dealing with and defusing conflict


Skills & Abilities

  • Concise, accurate and professional written and verbal communication skills
  • A Good Listener
  • Problem solver.
  • Demonstration of good diagnostic and questioning ability.
  • Empathetic
  • Ability to deal with some highly sensitive subject matters with empathy and understanding.
  • Ability to easily build a rapport and engage with others
  • Able and prepared to adapt to different circumstances.
  • Good knowledge of Microsoft products

To help speed up the process of uploading your CV to the client we would suggest that you send us your CV in Word format (or equivalent) if possible, rather than as a PDF.

NB: Please feel free to apply to us direct via [email protected] by quoting the job reference and job title exactly. SEE DETAILS AT THE BOTTOM OF THIS AD.

If you have previously applied to one of our vacancies and have already sent the required supporting documentation to us, please make this clear when you re-apply as this will help speed up your application.

To help speed up the process of uploading your CV to the client we would suggest that you send us your CV in Word format (or equivalent) if possible, rather than as a PDF. 

If you are successful in securing this role, please note that for the entire duration of this contract, regardless of extension you will be working this role at the PAYE rate that has been advertised. For absolute clarity, we only work on a PAYE basis, rather than entertaining umbrella pay terms, we do not offer Ltd/umbrella or outside IR35 rates. If you wish to understand PAYE vs Umbrella more, please let us know and we can send you some additional information for clarity. 

Please quote the Job Title & Vacancy Reference No. in your application, or we will be unable to match your CV to the role being applied for.

Please quote the Job Title & Vacancy Reference No. in your application, or we will be unable to match your CV to the role being applied for.


Other “Essential Requirements” – Please check to ensure that your CV addresses the following items:

  1. Our clients are generally seeking applicants who are reasonably local, so on that basis we would ideally like you to supply us with your address (or at least your post code) and a telephone number so that we can reach you during working hours.
  2. Your recent UK working experience going back at least 5 years, or full employment history if you have been working for fewer years than this.
  3. Your availability to work either immediately, or at short notice.
  4. Please refer to the Role Requirements section above - your CV must address the requirements listed.


Other preferable/desirable details to include on your CV, if applicable:

  1. Any local authority/public sector experience
  2. Any relevant qualifications held or being studied for.


Please note that clients invariably ask us to strip out contact details from CVs before we submit them for consideration. This is always quicker and easier to do if you send your CV to us in Word format, rather than as a PDF please

Give yourself the best chance of success - View our CV Tip

Submit Your Application

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If you would prefer to send a CV straight to us rather than by way of an on-line application, you are very welcome to do so via [email protected] but please quote both the job reference and job title exactly as they appear below:
Job Ref: Somerset RQ802393
Customer Service Specialist– Admin & Clerical
Client Category: Local Authority

Anticipated Length of Assignment: Unless otherwise stated (we do carry the occasional permanent vacancy) all of our roles are technically temporary, though opening assignments can be and often are, extended by clients on a longer term basis and can sometimes become permanent.

Please do try to resist contacting us with requests for progress updates.

We really do read every CV sent to us. All applications will be acknowledged by a human, not a robot, provided the job remains live and provided your CV meets the “Essential Requirements” listed.

Please note that we do our level best to take down ads as soon as roles have been filled. We are not in the business of harvesting CVs.

Important: We will interpret your application as being permission to submit your CV to this role (with the right to represent you) unless you advise us to the contrary.

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If you do not have a CV available right now please use this form to send yourself a reminder. When your CV is available, simply click the link in the email or alternatively reply to that email with your attached your CV.

Job Ref: Somerset RQ802393
Customer Service Specialist– Admin & Clerical
Client Category: Local Authority

CV Tips

Your CV needs to be current with your most recent role. We won’t be able to submit it with any unexplained gaps in employment. It will save time and improve your chances of success if we can put your CV forward immediately without having to ask for revisions.

Your CV must cover the “Essential Requirements” of the role. Ideally you will address the “Essential Requirements” on each job description page directly, in a bullet point list. Please include any DBS details and other qualifications called for.

Your CV should clearly state that you are available to start work either immediately, or at short notice. In general, our clients are unable to work with notice periods of more than 1 week from the point at which a role is offered, 2 weeks at the very most.

We do not put forward covering letters, so please ensure that your CV in contains all relevant information being called for.

We recommend that you consider sending us a CV suitably tailored CV for each role that you apply for. Job board aggregator sites will generally store only one version of your CV, which can be a bit limiting, so this is to your advantage.

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