Customer Service Representative

Location:

Shipley, West Yorkshire (office-based, with hybrid opportunities after 6 months subject to KPI achievement)

A variety of soft skills and experience may be required for the following role Please ensure you check the overview below carefully.

Hours:

Monday to Friday, between 8am-6pm (rotational shifts - 37.5 hours per week)

Salary: £26,277.50 basic + progression to £30K+ OTE (subject to KPI attainment and progression after 6 months)

As a Customer Service Representative, you'll be a key part of the operations team, responsible for delivering an exceptional customer experience throughout the customer journey. You'll handle a variety of enquiries, from billing and account support to scheduling appointments and providing information - ensuring each interaction is professional, efficient, and focused on first-time resolution.

• Handle an average of 40 inbound customer calls per day, ensuring each interaction is professional, efficient, and focused on first-time resolution.
• Respond to customer and client queries via phone, email, webchat, and social media in a timely and professional manner.
• Take ownership of each enquiry, ensuring issues are resolved fully and efficiently.
• Log and elevate complaints in line with company policy and timescales.
• Support customers with self-service tools and digital channels.
• Work collaboratively across teams to deliver seamless resolutions.
• Manage workload effectively to meet key performance targets.
• Provide constructive feedback on processes to help enhance the customer experience.
• Carry out additional operational support activities as required.

We're looking for someone who is:

• Passionate about delivering exceptional customer service.
• An excellent communicator - professional, clear, and empathetic.
• Organised and able to work on their own initiative.
• Confident using Microsoft Office and social media platforms.
• A collaborative team player who thrives in a fast-paced environment.

• Minimum 2 years' experience in a customer service environment.
• GCSEs (or equivalent) and/or NVQ Level 2-3 in Customer Service or Administration preferred.