Senior Customer Service Agent

Job Title

Senior Customer Service Agent

£26,000 per annum

Nottingham (3 days a week in the office, 2 days work‑from‑home – Monday to Friday)

• Private Healthcare
• Pension
• 25 days holiday (rising to 30 over 5 years)
• Group Life Insurance
• Income Protection
• Gym Discounts
• Free Fuel Fridays
• Employee of the Quarter
• Employee Referral Program and many more

Are you an experienced customer service professional ready to step into a more senior role where your expertise truly makes an impact?

We're looking for a confident and proactive Senior Customer Service Agent to join a dynamic and growing team in Nottingham. This role is ideal for someone who thrives in a fast‑paced environment, takes ownership of complex queries, and enjoys being a go‑to person within the team.

Join XMA – a leading UK technology solutions company partnering with the biggest names in the industry. Established in the 80s, XMA has grown to become one of the top ten largest value‑added resellers in the UK. Today, we're an independent UK company with full geographic coverage – and our skilled workforce serves a diverse customer base across the public and private sector.

We win awards for our ability to help organisations and users achieve more with technology. We specialise in realising individual ambitions to transform and evolve. We consult, define, adapt and deliver on real‑life outcomes. We collaborate closely to bring that positive impact home.

• Manage high volumes of inbound calls and emails with professionalism and efficiency.
• Take ownership of more complex or escalated customer queries.
• Handle complaints with confidence, empathy and resolution‑focused thinking.
• Accurately log, update and manage cases within the ticketing system.
• Maintain detailed internal records and trackers.
• Escalate urgent matters appropriately and liaise with internal departments.
• Support continuous improvement by identifying recurring issues or process gaps.

Your experience will help ensure customers receive not just answers – but a seamless, positive experience every time.

• Proven experience within a busy customer service environment.
• Confident handling of complaints and escalations.
• Strong administrative and organisational skills.
• Excellent written and verbal communication.
• Ability to prioritise effectively and manage multiple cases.
• Comfortable using CRM/ticketing systems and maintaining accurate data.
• A calm, solutions‑focused approach under pressure.

7.5 working hours per day + 1‑hour lunch. Shifts between 8:00 am – 6:00 pm. No weekend work. Office‑based during training, then hybrid model after training (3 days office / 2 days home).

We are proud to be recognised as a Disability Confident Level 3 Employer. We are committed to fostering an inclusive, supportive culture where everyone has the opportunity to thrive. As part of this commitment, we participate in the Guaranteed Interview Scheme, offering an interview to any candidate with a disability who meets the essential criteria for the role. We will ensure that individuals who have a disability are provided reasonable accommodation to enable full participation in the job application and interview process.

If you have any such requirements, please do not hesitate to contact us – we will be happy to action your requests.