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Customer Services Officer

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Customer Services Officer – Natural England

Visa Sponsorship: NOT AVAILABLE – Natural England confirms that it is not a licensed visa-sponsoring employer. Applicants must already be able to provide the required evidence of their right to work in the UK.

Natural England is recruiting 4 Customer Services Officers to join its Customer Services team. This permanent Civil Service opportunity offers a salary of £28,910 per year, flexible working options and a generous pension contribution.

The successful candidates will help customers access information, resolve enquiries, handle complaints and improve the quality of services provided by Natural England.

Job Overview

  • Employer: Natural England
  • Job title: Customer Services Officer
  • Reference number: 485892
  • Vacancy reference: 6844
  • Salary: £28,910 per year
  • Job grade: Executive Officer (NE Level 2)
  • Contract: Permanent
  • Number of vacancies: 4
  • Working pattern: Full-time, part-time or job share
  • Job category: Contact Centre / Customer Insight
  • Locations: Bristol, Worcester or York
  • Working arrangement: Hybrid, with a minimum of 20% office attendance
  • Closing date: Monday, 26 October 2026, at 11:55 pm

About Natural England

Natural England is the government’s adviser on the natural environment and a nature regulator. Its work supports nature recovery, healthier communities, greener places and environmental resilience.

See also Data Analyst

The Customer Services team connects the organisation with members of the public, businesses and other stakeholders. It handles general and operational enquiries, complaints and correspondence while helping improve the customer experience.

Key Responsibilities

As a Customer Services Officer, your responsibilities will include:

  • Responding to customer enquiries by telephone and email, providing clear and accurate information.
  • Taking ownership of customer contacts and resolving enquiries at the earliest opportunity.
  • Using customer contact systems, digital tools and the knowledge base to provide consistent service.
  • Working with colleagues and subject matter experts to investigate enquiries and obtain accurate information.
  • Handling initial-level complaints by gathering information, maintaining records and coordinating timely responses.
  • Updating and improving customer service information and guidance.
  • Supporting service improvement projects and wider team activities.
  • Assisting with the administration and processing of caravan and camping exemption certificates.
  • Using appropriate digital and AI-enabled tools, including Microsoft 365 Copilot, in line with data protection and security requirements.

Essential Requirements

Applicants should demonstrate the following skills and experience:

  • Customer service: Experience delivering a quality service to customers or stakeholders, responding to enquiries and helping resolve problems.
  • Communication: Good written and verbal communication skills, including the ability to explain information clearly.
  • Empathy: The ability to understand customers’ needs and handle difficult or sensitive situations professionally.
  • Organisation: Effective planning, time management and prioritisation skills, with the ability to meet deadlines.
  • Digital skills: Confidence using IT systems and willingness to learn new telephony, contact-management and knowledge-management tools.

Desirable Experience

The following experience would be beneficial but is not essential:

  • Handling complaints, correspondence or customer casework.
  • Gathering information from different sources to resolve enquiries.
  • Working in a busy contact centre, customer service or operational delivery environment.
  • Using customer feedback to improve services and processes.
  • Using generative AI tools to support research, draft communications or improve productivity responsibly.

Training and Development

Natural England offers training and development opportunities tailored to the role, including 10 days annually for personal learning and development, plus three additional days for volunteering.

The advert does not specify a formal induction or guaranteed initial training programme. However, role-related learning and development are included among the employer’s benefits.

Salary and Benefits

In addition to the annual salary of £28,910, successful candidates can expect:

  • Civil Service Pension with a stated employer contribution of 28.97%.
  • 25 days of annual leave, increasing by one day for each year of service up to 30 days, pro rata.
  • Flexible working arrangements, including part-time and job-share options.
  • Learning and career development opportunities.
  • Shopping discounts and a cycle-to-work scheme.
  • Access to Civil Service Sport discounts and activities.
  • Three additional volunteering days annually.

Working Arrangements and Location

The role can be based in Bristol, Worcester or York. Natural England operates a hybrid working model, combining homeworking with attendance at an associated office and other relevant work locations.

Employees must attend their associated office for at least 20% of their contractual working hours, subject to reasonable adjustments and applicable contractual arrangements.

Important: Staff cannot perform their duties from an overseas location. This role is therefore not suitable for someone intending to work remotely from outside the UK.

Application and Selection Process

The recruitment process uses competency-based assessment. Candidates should provide relevant examples demonstrating their abilities in the following areas:

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  • Technical Skills and Knowledge
  • Personal Effectiveness
  • Putting People at the Heart of the Environment
  • Work Delivery

For the relevant competency examples, use the STAR method: Situation, Task, Action and Result. Each example must be no longer than 250 words. The STAR format is not required for the Technical Skills and Knowledge competency.

Applicants who pass the shortlisting stage will be invited to an interview via Microsoft Teams or a suitable alternative. Interview questions will assess the competencies outlined in the job description, and primary interview questions are provided in advance for formal recruitment.

Candidates should ensure that all application examples are truthful and based on their own experience.

The role requires a basic criminal record check or equivalent, alongside applicable baseline personnel security checks.

How to Apply

Applications must be submitted online through Natural England’s recruitment portal before 11:55 pm on Monday, 26 October 2026.

For enquiries about the vacancy, contact:

  • Contact: Tina Bige
  • Email: tina.bige@naturalengland.org.uk
  • Telephone: 07789 625059

Recruitment enquiries: defra-recruitment-enquiries@resourcing.soprasteria.co.uk

Source: Civil Service Jobs / Natural England
Original vacancy reference: 485892
Vacancy: Customer Services Officer (6844)

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