Job description

Customer Service Agent

Location: Malvern

Salary: £25,000 - £28,000 (depending on experience)
Job Type: Full-time, Permanent

Are you passionate about delivering exceptional customer service? Do you enjoy working in a team-oriented environment that provides autonomy and supports high-quality service delivery? If so, this could be the perfect opportunity for you!

We are looking for an experienced Customer Service Agent to join our growing team. In this role, you will play a key part in supporting key brands and maintaining strong relationships with customers by understanding their telecoms requirements and ensuring that their needs are met. You will also work closely with telecoms providers, ensuring their services meet agreed SLAs and KPIs.

Key Responsibilities:

• Providing proactive, customer-focused support through a ticketing system and by phone.
• Liaising with suppliers and service providers to resolve escalated issues.
• Monitoring service tickets, taking agreed actions to support customers.
• Keeping customers informed about the progress of orders and issues.
• Helping drive continuous improvement in service delivery.
• Developing and maintaining strong relationships with customers.
• Maintaining accurate records, updating tickets and systems.
• Ensuring delivery of contracted KPIs and SLAs.

Skills and Experience required:

• Previous experience in a customer service role.
• Proven track record of delivering high-quality service to customers.
• Excellent problem-solving skills
• Strong written and verbal communication skills, with excellent attention to detail.
• Ability to multi-task and support customers with a variety of queries.
• Outstanding communication skills for building relationships with customers, team members, and third-party providers.

As well as a competitive salary, our client offers excellent additional benefits, including bonus.

This role is office based with occasional hybrid option

Who are Hewett Recruitment?

Hewett Recruitment is your trusted partner in navigating the job market and finding a role that aligns with your skills, aspirations, and values. As a candidate seeking employment, you can expect:

1. Tailored Support: We provide personalised guidance to understand your unique skills, experiences, and career goals, ensuring we match you with the best opportunities.

2. Ethical and Transparent Process: Our B Corp certification signifies our commitment to ethical practices and transparency, giving you confidence that your job search is handled with integrity.

3. Local Market Expertise: With a deep understanding of the local job market, we offer valuable insights and exclusive access to job opportunities that might not be advertised elsewhere.

4. Professional Development: We are dedicated to your ongoing professional growth, offering resources and advice to help you advance your career.

5. Strong Community Connections: Our investment in the local community means we are well-connected and can help you find roles within organisations that contribute positively to society.

6. Consistent Communication: We ensure you are informed at every stage of the recruitment process, providing clear and timely updates to make your job search as smooth as possible.

7. Representation of Reputable Employers: We work with some of the most respected employers in the region, ensuring that the opportunities we present are within organisations that value and support their employees.

At Hewett Recruitment, we are dedicated to helping you find not just a job, but a fulfilling career path that offers growth, satisfaction, and alignment with your values.