Rotherwood
Customer Service Representative
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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)
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.
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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.
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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
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