Customer Service Representative

Location: Shipley, West Yorkshire (office-based, with hybrid opportunities after 6 months subject to KPI achievement) 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) The Role 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. Key Responsibilities * 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 escalate 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. About You 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. Experience & Qualifications * Minimum 2 years’ experience in a customer service environment. * GCSEs (or equivalent) and/or NVQ Level 2–3 in Customer Service or Administration preferred. Interested? Apply now