Customer Services Officer (Band 6/ AO) in Bootle inBootle PUBLISHED WED 5 MAR 2025 Jump to job information section
Health and Safety Executive rrGtavD7
Job description
Bootle
Job Summary
We contribute to the Health and Safety Executive (HSE) strategy - Protecting people and places across England, Scotland and Wales. Our contribution is to protect people at work, members of the public, employees, employers and residents who are impacted by a work-activity and by ensuring risks are properly managed.
The team is a front-facing, high volume, fast-paced, operational, front-line team. In 2023/24 the team received 52k new workplace health and safety concerns (report a health and safety problem), and advice requests. In our efforts to continuously improve, we seek to adopt the digital approach as opportunities arise.
We are looking for motivated and dedicated customer focused people to join the team to play an important role in ensuring that HSE provides a professional response to Health and Safety Concerns, Advice requests and Building Safety enquiries within strict deadlines.
Job Description
You will be working on behalf of Customer Services in a contact centre, as a call handler. Your main responsibility is to answer calls in a professional manner; direct customers to the HSE website and/or complete online forms on behalf of customers, redirect customers if it is not a matter for HSE to deal with and point customers to relevant health and safety information.
Telephone calls are varied and unpredictable in nature. Calls are received from members of the public, businesses, employees, employers, TU Reps, Local Authorities, and others. Calls range from reporting a fatal accident to dealing with a member of the public who requires advice and everything in-between. You will need to be empathic in your approach.
As a customer service officer, you will also deal with switchboard calls for named contacts within HSE and you will also undertake administrative support duties.
You will work collaboratively with internal and external customers to obtain accurate and relevant information. You will ensure that responses are professional, accurate and timely.
Key Responsibilities;
You will be working on behalf of Customer Services in a contact centre, as a call handler. Your main responsibility is to answer calls in a professional manner; direct customers to the HSE website and/or complete online forms on behalf of customers, redirect customers if it is not a matter for HSE to deal with and point customers to relevant health and safety information.
Telephone calls are varied and unpredictable in nature. Calls are received from members of the public, businesses, employees, employers, TU Reps, Local Authorities, and others. Calls range from reporting a fatal accident to dealing with a member of the public who requires advice and everything in-between. You will need to be empathic in your approach.
As a customer service officer, you will also deal with switchboard calls for named contacts within HSE and you will also undertake administrative support duties.
You will work collaboratively with internal and external customers to obtain accurate and relevant information. You will ensure that responses are professional, accurate and timely.
Key Responsibilities;
Person specification
We are looking for motivated and talented individuals with the commitment to learn about new areas of work and responsibility, and to build on existing customer focused skills.
Essential Skills & Criteria;
Behaviours
We'll assess you against these behaviours during the selection process:
Job Summary
We contribute to the Health and Safety Executive (HSE) strategy - Protecting people and places across England, Scotland and Wales. Our contribution is to protect people at work, members of the public, employees, employers and residents who are impacted by a work-activity and by ensuring risks are properly managed.
The team is a front-facing, high volume, fast-paced, operational, front-line team. In 2023/24 the team received 52k new workplace health and safety concerns (report a health and safety problem), and advice requests. In our efforts to continuously improve, we seek to adopt the digital approach as opportunities arise.
We are looking for motivated and dedicated customer focused people to join the team to play an important role in ensuring that HSE provides a professional response to Health and Safety Concerns, Advice requests and Building Safety enquiries within strict deadlines.
Job Description
You will be working on behalf of Customer Services in a contact centre, as a call handler. Your main responsibility is to answer calls in a professional manner; direct customers to the HSE website and/or complete online forms on behalf of customers, redirect customers if it is not a matter for HSE to deal with and point customers to relevant health and safety information.
Telephone calls are varied and unpredictable in nature. Calls are received from members of the public, businesses, employees, employers, TU Reps, Local Authorities, and others. Calls range from reporting a fatal accident to dealing with a member of the public who requires advice and everything in-between. You will need to be empathic in your approach.
As a customer service officer, you will also deal with switchboard calls for named contacts within HSE and you will also undertake administrative support duties.
You will work collaboratively with internal and external customers to obtain accurate and relevant information. You will ensure that responses are professional, accurate and timely.
Key Responsibilities;
- Answer monitored telephone calls in a professional manner, asking open questions to establish facts.
- Need to show empathy and compassion.
- Be expected to develop a good understanding of the Enforcing Authority Regulations (training will be provided) to identify if the matter is enforced by HSE or another organisation.
- Set up companies and cases on corporate systems.
- Monitor and respond to emails, including sending links from our website to relevant customers; and
- Deal with post, scanning letters, and redirecting post to other parts of the organisation.
You will be working on behalf of Customer Services in a contact centre, as a call handler. Your main responsibility is to answer calls in a professional manner; direct customers to the HSE website and/or complete online forms on behalf of customers, redirect customers if it is not a matter for HSE to deal with and point customers to relevant health and safety information.
Telephone calls are varied and unpredictable in nature. Calls are received from members of the public, businesses, employees, employers, TU Reps, Local Authorities, and others. Calls range from reporting a fatal accident to dealing with a member of the public who requires advice and everything in-between. You will need to be empathic in your approach.
As a customer service officer, you will also deal with switchboard calls for named contacts within HSE and you will also undertake administrative support duties.
You will work collaboratively with internal and external customers to obtain accurate and relevant information. You will ensure that responses are professional, accurate and timely.
Key Responsibilities;
- Answer monitored telephone calls in a professional manner, asking open questions to establish facts.
- Need to show empathy and compassion.
- Be expected to develop a good understanding of the Enforcing Authority Regulations (training will be provided) to identify if the matter is enforced by HSE or another organisation.
- Set up companies and cases on corporate systems.
- Monitor and respond to emails, including sending links from our website to relevant customers; and
- Deal with post, scanning letters, and redirecting post to other parts of the organisation.
Person specification
We are looking for motivated and talented individuals with the commitment to learn about new areas of work and responsibility, and to build on existing customer focused skills.
Essential Skills & Criteria;
- Experience of working in a front-line delivery role.
- Excellent written and verbal communication skills to convey information concisely.
- Proficient IT skills to allow for accurate and timely recording of information.
- Ability to log and record information appropriately in the correct systems.
- Excellent organisational and time management skills.
- Analytical skills to digest and interpret information from a range of sources.
- Ability to use your own initiative, intuition, and communication skills.
- Ability to seek out new and improved ways of working, make suggestions to colleagues and managers and always strive to do deliver to high standards.
Behaviours
We'll assess you against these behaviours during the selection process:
- Communicating and Influencing
- Delivering at Pace
Not sure?
If you're interested in this role but you have questions or you're not yet ready to apply, then please book a quick call with us and we'd be happy to answer any questions you have and tell you more about the role.
If you're interested in this role but you have questions or you're not yet ready to apply, then please book a quick call with us and we'd be happy to answer any questions you have and tell you more about the role.
Requirements
See the job description for full role requirements.
Benefits
Benefits are provided by the employer and will be confirmed during your application.
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More information related to this job opportunity, from jobsincare:
Here are 5 questions you could be
asked
if you apply for this job:
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Can you tell us a bit about yourself and your experience relevant to this role?
What attracted you to apply for a position with the Health and Safety Executive?
Describe a time when you dealt with a challenging customer. How did you handle the situation?
How do you ensure that you remain calm and professional when managing high-pressure or emotionally charged calls?
This role requires excellent verbal and written communication skills. Can you provide an example of how you’ve effectively communicated complex information to someone with little knowledge of the subject?
1. Can you tell us a bit about yourself and your experience relevant to this role?
2. What attracted you to apply for a position with the Health and Safety Executive?
3. Describe a time when you dealt with a challenging customer. How did you handle the situation?
4. How do you ensure that you remain calm and professional when managing high-pressure or emotionally charged calls?
5. This role requires excellent verbal and written communication skills. Can you provide an example of how you’ve effectively communicated complex information to someone with little knowledge of the subject?
Useful skills for a Customer Services Officer (Band 6/AO):
Click to view
To work as a Customer Services Officer (Band 6/AO) in the UK, you typically need a combination of skills and qualifications. Here are the key skills that are often required:
Communication Skills
- Verbal Communication: Ability to communicate clearly and effectively with customers over the phone, in person, and through written correspondence.
- Written Communication: Proficiency in writing concise and accurate emails and reports.
Interpersonal Skills
- Empathy: Ability to understand and relate to customers’ concerns and issues.
- Teamwork: Capacity to work well in a team environment, collaborating with colleagues to improve service delivery.
Problem-Solving Skills
- Analytical Thinking: Ability to assess situations, identify issues, and find appropriate solutions in a timely manner.
- Decision-Making: Capability to make informed decisions that balance customer needs with company policies.
Customer Service Skills
- Customer Focus: Commitment to providing high levels of service and a positive customer experience.
- Conflict Resolution: Skill in handling complaints and difficult situations calmly and effectively.
Organizational Skills
- Time Management: Ability to prioritize tasks and manage time efficiently to meet deadlines.
- Administrative Skills: Proficiency in handling administrative tasks, maintaining records, and using customer management systems.
Technical Skills
- IT Proficiency: Competence in using computer systems, software applications (e.g., CRM systems), and other technologies relevant to customer service.
- Data Entry: Accuracy in entering and managing data related to customer interactions and transactions.
Adaptability and Resilience
- Flexibility: Ability to adapt to changing situations and customer needs quickly.
- Resilience: Capacity to handle stress and maintain a positive attitude in challenging situations.
Qualifications
- While formal qualifications may not always be mandatory, having relevant experience in customer service or a related field can be beneficial. Some roles may require GSCEs or equivalent qualifications.
Continuous Improvement
- Willingness to learn and improve skills, participate in training, and stay updated on company policies and procedures.
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53.44325637817383 -2.9988949298858643 Bootle, England, United Kingdom 
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