Customer Services Officer (Band 6/AO) – Health and Safety Executive | Bootle (Hybrid)
Job Summary
The Health and Safety Executive (HSE) is seeking motivated and dedicated Customer Services Officers to join its fast-paced Contact Centre team in Bootle. This front-line team plays a vital role in protecting people and places across England, Scotland, and Wales by responding to workplace health and safety concerns, advice requests, and Building Safety Regulator enquiries.
In 2023/24, the team handled over 52,000 new workplace concerns and advice requests. As a Customer Services Officer, you will answer calls from members of the public, businesses, employees, employers, local authorities, and building professionals, ranging from reporting fatal accidents to providing advice. This hybrid role requires professionalism, empathy, resilience, and strong communication skills.
Key Job Details
- Job Title: Customer Services Officer (Band 6/AO)
- Employer: Health and Safety Executive (HSE, rated 3.7/5 stars)
- Location: Bootle (Merton Road) – Hybrid (minimum 2 days per week in office)
- Pay: £28,499 per year
- Job Grade: Administrative Officer
- Contract Type: Permanent
- Job Type: Full-Time or Part-Time (minimum 30 hours per week)
- Shift & Schedule: Flexible working, job share available; scheduled between 08:20–17:00
About the Health and Safety Executive
HSE contributes to the national strategy of protecting people at work and members of the public impacted by work activities. The Contact Centre team is a high-volume, operational front-line service ensuring risks are properly managed and concerns are addressed professionally and within strict deadlines.
Key Responsibilities
- Answer and resolve telephone calls professionally, displaying empathy and compassion
- Use effective questioning to identify customer requirements
- Update corporate systems during calls when required
- Manage calls and admin tasks in line with Quality Assurance standards
- Develop understanding of Enforcing Authority Regulations
- Portray a positive image of HSE at all times
- Identify opportunities for process and service improvements
- Maintain proactive commitment to personal development
Candidate Requirements
Essential Skills & Criteria:
- Experience in front-line Customer Service / Contact Centre roles
- Excellent written and verbal communication skills
- Resilience to remain calm and professional during challenging or sensitive conversations
- Digital literacy – ability to navigate multiple IT systems simultaneously
- Service-focused mindset with passion for helping people
- Adaptability to switch between different queries and communication channels
Behaviours Assessed During Selection:
- Communicating and Influencing
- Delivering at Pace
- Working Together
Benefits
- Competitive salary: £28,499 per year
- Civil Service Defined Benefit Pension Scheme (employer contribution 28.97%)
- 25 days annual leave (increasing to 30 days after 5 years) + bank holidays + 1-day Civil Service privilege leave
- Family-friendly policies and flexible working options
- Carer-friendly policies and supportive working culture
- Learning and development tailored to your role
- Inclusion and diversity culture
- Cycle to Work scheme, e-gift cards, and vouchers via EdenRed
- Parental leave benefits
- Childcare support (note: childcare vouchers not available for new joiners, but other schemes may apply)
Application Process
How to Apply:
- Complete an anonymised CV (career history, experience, qualifications) – for information only, not scored.
- Submit an anonymised Personal Statement (maximum 750 words) demonstrating how you meet the Essential Skills and Criteria.
- Shortlisted candidates will be invited to interview/assessment. Feedback will be provided only if you attend.
Security & Eligibility:
- Successful candidates must undergo a criminal record check and baseline personnel security standard checks.
- Open to UK nationals, Republic of Ireland nationals, Commonwealth citizens with right to work, EU/EEA/Swiss nationals with settled/pre-settled status, Turkish nationals with accrued rights, and individuals with indefinite/limited leave to remain (subject to eligibility).
Click here to start your application
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