Customer Service Representative

Temporary Customer Service Representative role based in Norwich, supporting 24/7 care solutions. Suited for an empathetic professional who thrives in a fast‑paced environment, delivering outstanding customer experiences to vulnerable customers. Responsibilities include speaking with customers, collecting payments, and setting up direct debits.

• Salary: £12.81 per hour
• Hours:
  
  37.5 Hours Per Week – Shift pattern Monday – Sunday 7am – 8pm
• Contract:
  
  Temporary
• Location:
  
  Norwich – Hybrid
• Discounts on groceries, shopping, holidays, insurance, restaurants, and more
• 24/7 employee assistance programme with an easily accessible app
• Family and Friends discounts on our services & products
• Pension scheme, up to 3% company matched
• Free on‑site parking

• Handle inbound and outbound customer enquiries across telephone, email, and digital channels in a professional and timely manner
• Provide accurate information, guidance, and support to customers, resolving issues at first contact where possible
• Record and update customer details and case notes accurately within the contact centre systems
• Escalate complex issues to senior colleagues or specialist teams in line with procedures
• Adhere to all company policies, regulatory requirements, and service standards
• Meet individual and team performance targets including response times, quality measures, and customer satisfaction scores
• Manage sensitive or challenging conversations with discretion and professionalism, ensuring vulnerable customers are supported appropriately
• Contribute to continuous service improvement by identifying recurring issues and suggesting solutions
• Participate in regular training and coaching sessions to maintain product knowledge, compliance awareness, and service skills

• Experience in customer objection handling and complaints
• Excellent internal and external emotional intelligence and relationship management skills
• Proficient in computer software and technology platforms, especially CRM and Microsoft Office
• Highly organised and accurate
• Excellent listening skills
• Outstanding communicator
• Present information clearly, concisely, accurately and in ways which promote understanding
• Self‑driven and able to raise standards of quality and productivity when required
• Exposure to cash collection – a significant bonus
• NVQ level 2/3 in Customer Service / Business Administration – desirable