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Brook-St Hiredonline Logo Brook-St Hiredonline · Customer Service

Clerical/Admin Officer

United Kingdom, Bristol 13.25 - 13.30 GBP / Hour · Job Posted July 04, 2026
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Job Description

This role will be predominantly a telephony role answering calls received by the Natural England (NE) general enquiries line, and responding to email/contact form enquiries. Be an exemplar of NE customer service by responding to all customer enquiries in a professional, empathetic and timely manner. Make use of our Internal Knowledge Base to answer customer queries at first contact, escalating to more senior colleagues in the Customer Service Team or NE teams appropriately as necessary Calls will be taken via the STORM telephony system Enquiries will be logged on eCase database Use of Premium Co-pilot to produce high quality responses.

Job Responsibility

  • Answering calls received by the Natural England (NE) general enquiries line
  • Responding to email/contact form enquiries
  • Being an exemplar of NE customer service by responding to all customer enquiries in a professional, empathetic and timely manner
  • Making use of our Internal Knowledge Base to answer customer queries at first contact
  • Escalating to more senior colleagues in the Customer Service Team or NE teams appropriately as necessary
  • Taking calls via the STORM telephony system
  • Logging enquiries on eCase database
  • Using Premium Co-pilot to produce high quality responses.

Requirements

  • Excellent Customer Service Skills
  • be able to deal with simple and complex enquiries
  • know when to escalate to colleagues within NE
  • have previous experience of working in a telephony environment
  • IT literate
  • problem solving and ability to work under pressure
  • work as part of team
  • excellent use of Plain English.

Nice to have

previous experience of working within a government department

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