Customer Service Representative

The RoleCustomer Service RepresentativePurpose of the RoleTo investigate and resolve customer enquiries and product complaints, providing a high-quality service that supports customer satisfaction and retention.Key ResponsibilitiesCustomer SupportRespond to customer enquiries via phone, email, and written correspondence in a professional and empathetic manner.Investigate and resolve product complaints, including medium to complex cases, ensuring timely and appropriate outcomes.Prepare clear, accurate, and customer-focused complaint responses in line with agreed standards.Liaise with internal teams such as Quality and Product to gather information required to resolve customer issues.Processes & Continuous ImprovementFollow established customer service processes and contribute ideas to improve ways of working.Use standardised templates and tools to ensure consistent, high-quality communication with customers.Accurately log customer interactions and outcomes using internal systems.Reporting & InsightRecord detailed information on customer feedback, issues, and complaint trends.Contribute insights that may support improvements to products, packaging, or customer communications.The PersonSkills & ExperienceEssential\n

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• Proven experience in a customer service role (2+ years).
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• Excellent written and verbal communication skills.
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• Confident telephone manner with strong customer focus.
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• Highly organised with good attention to detail.
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• Strong problem-solving skills and the ability to remain calm under pressure.
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• Good working knowledge of Microsoft Office systems.
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Desirable\n

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• Experience handling complex or sensitive customer complaints.
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• Experience in a consumer-facing or fast-moving environment.
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Personal Qualities\n

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• Approachable, professional, and empathetic.
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• Proactive and solutions-focused.
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• Comfortable working collaboratively as part of a team.
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• Adaptable and able to manage changing priorities.
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Next StepsPlease contact for further details