Customer Service Executive

We are recruiting a proactive and customer-focused Customer Service Generalist to join a company’s UK Direct Business team. In this role, you will provide first-class customer service to a diverse portfolio of customers.You will act as a key point of contact for customers and internal teams, managing service requests, contracts, renewals, and calibration documentation while helping drive productivity across the Service Division.What You Will Do\n

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• Receive, manage, and process requests from customers and colleagues across all communication channels.
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• Proactively and reactively escalate service work to meet agreed Service Level Agreements (SLAs).
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• Accurately qualify customer requirements using scripted questioning to reduce customer downtime.
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• Maintain regular customer contact, providing real-time status updates on active work
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• Process maintenance contract amendments (premium and non-premium), including invoicing and credit notes.
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• Handle inbound contract renewal queries and conduct renewal payment calls.
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• Work closely with field and office-based teams to optimise productivity and scheduling.
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• Identify and schedule appointments that best align customer needs with available resources.
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• Manage purchase order requirements and related documentation.
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• Prioritise workload effectively to maximise resources while meeting service commitments.
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• Maintain accurate and confidential contract database records, including service agreements, preventative maintenance, calibration visits, invoicing, and confirmations.
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• Carry out any other reasonable duties aligned to your skills and experience, as directed by your team leader.
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What We Are Looking For\n

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• A strong commitment to delivering high-quality customer service and exceeding expectations.
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• A desire to learn, improve continuously, and share knowledge with others.
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• Ability to work calmly and effectively under pressure and to tight deadlines.
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• Highly organised with a methodical approach to planning and prioritisation.
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• Excellent written and verbal communication skills with both internal and external stakeholders.
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• A positive, motivated team player who can also work independently.
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• Strong workload ownership with the ability to multitask effectively.
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• Adaptable and quick to learn, using knowledge confidently in decision-making.
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• Computer literate with a sound working knowledge of Windows-based applications.
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• NVQ Level 3 in Customer Services (or equivalent) is advantageous
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• 1–2 years’ experience in a similar role within a service-driven, customer-focused environment.
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In return we can provide the opportunity to be part of a collaborative and supportive team where customer service, continuous improvement, and professional development are genuinely valued. This role offers variety, responsibility, and the opportunity to make a real impact on customer experience.