Somerset Council is recruiting a Customer Service Specialist to join its Customer Contact team, supporting residents, businesses, partners and visitors across a wide range of council services.
This is a permanent, 37-hour-per-week position involving telephone, email, webchat and face-to-face customer contact. The role is suited to an experienced customer service professional who can handle a variety of enquiries, including sensitive or complex situations, while providing accurate information and practical support.
Important: Somerset Council has confirmed that visa sponsorship is not available for this position. Applicants must already have the right to work in the UK without requiring visa sponsorship.
Job Details
- Job title: Customer Service Specialist
- Employer: Somerset Council
- Job reference: 1409/WS
- Salary: Grade 13 – £26,847 to £29,071 per year
- Normal starting salary: £26,847 per year
- Contract: Permanent
- Hours: 37 hours per week
- Location stated in listing: Taunton, TA1 3UF
- Actual work location stated in advert: Shepton Mallet only
- Working pattern: Customer-facing; flexible/hybrid arrangements may be available where service requirements allow
- Closing date: 11 October 2026
- Sponsorship: Not available
- Right to work: Applicants must already have the right to work in the UK without visa sponsorship
Important Location Information
Although the vacancy page displays Taunton, TA1 3UF in the location field, Somerset Council specifically states that these positions are based in Shepton Mallet only.
The advert says the roles are not based in Taunton and successful candidates will be required to work from one of the stated Shepton Mallet locations.
Applicants should therefore check the actual work-location requirements carefully before applying.
About the Role
The Customer Contact team acts as the front door to Somerset Council, helping residents, businesses, partners and visitors access information, advice and support across numerous council services.
As a Customer Service Specialist, you will act as a first point of contact for customers and deal with enquiries through:
- Telephone
- Webchat
- Face-to-face contact
The role covers a broad range of council services, including:
- Adult Social Care
- Children’s Services
- Revenues and Benefits
- Housing
- Waste
- Planning
- Other council services
Some enquiries may be sensitive or complex, so the successful candidate will need to demonstrate sound judgement, resilience and the ability to adapt their communication style to different customer needs.
You will also use your specialist knowledge to support colleagues, contribute to improvements and help customers access appropriate support as efficiently as possible.
Key Responsibilities
As a Customer Service Specialist, you will:
- Deliver professional customer service and resolve enquiries wherever possible.
- Help customers access the council services, information and support they require.
- Provide accurate advice and guidance across a wide range of council services.
- Deal with customer enquiries promptly and work towards effective solutions.
- Support and coach colleagues when dealing with more complex enquiries.
- Help maintain consistent and high-quality customer service standards.
- Identify opportunities to improve processes and customer information.
- Contribute to improvements in digital services and the overall customer experience.
- Work with service teams across the council to improve communication and service delivery.
- Share customer feedback to help the organisation improve its services.
Skills and Experience Required
Somerset Council is looking for someone with strong customer service experience and the ability to communicate confidently and professionally with a wide range of people.
You should be able to demonstrate:
- Strong customer service experience.
- Excellent verbal and written communication skills.
- Effective listening and questioning skills.
- Good problem-solving ability.
- The ability to understand customer needs and identify appropriate solutions.
- Experience handling sensitive or challenging situations.
- Empathy, resilience and sound judgement.
- The ability to work across multiple systems.
- Good organisation and the ability to manage competing priorities.
- Accurate record-keeping skills.
- A collaborative approach to working with colleagues.
- Confidence in sharing knowledge and supporting other team members.
- An interest in continuous improvement and improving customer services.
Customer-Facing Requirement
This is a customer-facing role.
Somerset Council states that successful applicants must be able to speak fluent English, in accordance with Part 7 of the Immigration Act 2016.
This requirement should be considered alongside the communication and customer-service responsibilities of the position.
Working Pattern and Flexibility
The role is offered on a 37-hour-per-week permanent contract.
Somerset Council states that flexible and hybrid working arrangements are available where service requirements allow.
However, because this is a customer-facing role and the advert specifically states that the positions are based in Shepton Mallet, applicants should not assume that the position can be performed fully remotely.
Salary
The advertised salary is:
£26,847 to £29,071 per annum – Grade 13
Somerset Council states that appointments will normally be made at the starting salary of £26,847 per annum.
Benefits
The advertised benefits include:
- 25 days’ annual leave plus bank holidays
- Annual leave increasing to 28 days after five years’ continuous service
- Option to purchase additional annual leave
- Membership of the Local Government Pension Scheme (LGPS)
- Flexible and hybrid working arrangements where service needs allow
- Health and wellbeing support
- Access to confidential employee assistance services
- Paid volunteering opportunities
Visa Sponsorship and Right to Work
Visa sponsorship is NOT available for this position.
Somerset Council states that it can only proceed with candidates who already have the right to work in the UK without requiring visa sponsorship.
This means applicants who need a new Skilled Worker visa or employer sponsorship for this role should not assume that sponsorship will be provided.
Sponsorship status: No sponsorship available.
Who This Role May Suit
This opportunity may be suitable for applicants who already have UK work permission and have experience in areas such as:
- Customer service
- Contact centres
- Council or public-sector customer services
- Front-line service delivery
- Telephone-based customer support
- Case or enquiry management
- Administrative customer support
- Community-facing services
Experience dealing with difficult, sensitive or complex customer enquiries would be particularly relevant to the responsibilities described in the advert.
What You Could Gain
The position provides an opportunity to work across multiple council services while developing experience in customer contact, problem-solving, service improvement and cross-team working.
The role also offers access to the Local Government Pension Scheme, annual leave benefits, wellbeing support and potential flexible/hybrid working where operational requirements permit.
Application and Selection Process
Applicants should review the vacancy information and job description carefully before submitting an application.
The job description is provided by Somerset Council here:
AG0773 Customer Service Advisor (Specialist) – Job Description
https://somersetcc.sharepoint.com/:b:/s/HRODRECR/IQDN8woxxU5mT4OSzt8IRjheAWMKgKfmfhAf8a7vGaDuoXc?e=E5fxKS
Applicants should make sure their application clearly demonstrates relevant customer service experience, communication skills, problem-solving ability and experience dealing with different types of customers and enquiries.
Current Somerset Council employees are instructed to apply through the internal SuccessFactors careers page.
Closing Date
11 October 2026
Applicants should submit their application before the stated closing date.
Informal Enquiries
For an informal discussion about the position, applicants can contact:
Harry Parsons
Service Delivery Manager
Email: harry.parsons@somerset.gov.uk
Employer Information
Somerset Council
Somerset Council states that it is committed to creating an inclusive workplace where people from different backgrounds and experiences are valued and respected.
More information about working for Somerset Council:
How to Apply
Applications should be made through the official Somerset Council careers vacancy.
Job reference: 1409/WS
Important before applying: Check the Shepton Mallet location requirement, salary, customer-facing English-language requirement and no-sponsorship condition carefully to ensure the role matches your circumstances.