Customer Service Agent

Job Description

Job Title: Customer Service Agent
Location: Coventry, CV6 4BX
(Fully onsite)
Contract Length: ASAP to 15th May 2026

Payrate: £12.33/hr.
Hours: 37.5/week
Core hours
: 9:00am-5:00pm with a 30‑minute break. Also includes paid 15‑minute AM & PM breaks.

To receive incoming calls and emails regarding Interventions. To receive and process requests for files/ documents which may be held in the SRA's intervention Archive.

• Handle incoming telephone calls and emails from clients and solicitors, provide updates on cases and explain actions needed and reasons why.
• Identifying Client needs, providing solutions and managing client expectations.
• Escalating customer issues with management when required.
• Receive, assess and acknowledge incoming documentation and direct appropriately.
• Updating In House databases with accurate and up to date information.
• Link incoming documents to existing applications and update records
• Interrogate databases and spreadsheets to locate information regarding interventions, requests and files and documents.
• Taking responsibility for chasing information and keeping clients updated.
• Support the intervention process.
• Ensure all aspects of confidentiality are strictly observed.
• Ability to comply with Health & Safety instructions and guidance.
• Provide support as and when required to the Team Leader including any other tasks which will be in line with customer and business needs.
• Ensure all responsibilities to be carried out in line with local and company guidelines.

• GCSE Maths and English
• Good knowledge of MS office and a working knowledge of general IT systems
• Excellent communication skills both oral and written with the ability to communicate at all levels.
• Excellent Listening Skills and the ability to manage calls in a timely and effective manner.
• Excellent customer service skills - the ability to effectively communicate clearly with demanding customers.
• Excellent attention to detail with the ability to work accurately under pressure and "right first time" approach.
• Excellent organisational skills, ability to prioritise work and multi-task.
• Ability to work to tight deadlines.
• Ability to follow processes and procedures.
• Ability to work with minimal supervision on routine matters but recognise when escalation or further guidance is needed.
• Ability to work as part of a team.
• Ability to work flexibly in a changing environment with a "can do" attitude with all tasks in line with customer and business requirements.
• Experience of manual handling.

Guidant, Carbon
60, Lorien & SRG - The Impellam Group Portfolio are acting as an Employment Business in relation to this vacancy.