26 Customer Service Professionals jobs in Crewe

• Handle inbound customer inquiries via phone, email, and live chat, providing timely and accurate responses.
• Resolve customer issues and complaints with a focus on customer satisfaction and retention.
• Process orders, returns, and exchanges accurately and efficiently.
• Maintain detailed customer records and update information in the CRM system.
• Provide product information and technical support to customers.
• Identify opportunities to upsell or cross-sell relevant products and services.
• Collaborate with internal teams to ensure customer issues are resolved promptly.
• Contribute to team goals and objectives, aiming for high performance in key customer service metrics.
• Adhere to company policies and procedures in all customer interactions.
• Provide feedback to management on customer service trends and product issues.

• Previous experience in a customer service or call centre role is essential.
• Excellent communication and interpersonal skills, with a friendly and professional demeanor.
• Strong problem-solving abilities and a customer-centric approach.
• Proficiency in using CRM systems and other customer service software.
• Ability to multitask and manage time effectively in a fast-paced environment.
• Good IT skills, including Microsoft Office Suite.
• A proactive attitude and willingness to go the extra mile for customers.
• Ability to work effectively both independently and as part of a team.
• Flexibility to work a hybrid schedule, balancing remote and in-office days.
• A commitment to providing outstanding service and representing the company positively.

We have a fantastic opportunity for a Customer Service Coordinator to join our team within Vistry Merseyside & Cheshire West, at our Warrington office. As our Customer Service Coordinator, you will liaise with customers, partners, technicians and subcontractors to ensure the completion of customer service cases within a timely manner and within SLA.  You will be dealing with customer concerns received by telephone or email, appointing contractors to deal with any snagging or defects that arise in our homes. 

We value in-person collaboration and team culture, but we’re also committed to supporting flexible working where possible. We encourage you to raise any specific requirements during the interview process so we can explore how this could be accommodated.

• Competitive basic salary and annual bonus
• Salary sacrifice car scheme available to all employees
• Up to 33 days annual leave plus bank holidays increasing to up to 39 days with service
• 2 Volunteering days per annum
• Private medical insurance, with employee paid cover
• Enhanced maternity, paternity and adoption leave
• Competitive pension scheme through salary sacrifice
• Life assurance at 4 x your annual salary
• Share save and share incentive schemes
• Employee rewards portal with many more benefits…

• Behave in line with our company values – Integrity, Caring and Quality
• Previous experience working within a fast-paced similar environment
• Good understanding of Microsoft Office, Excel, Outlook
• Ability to handle complaints and difficult situations
• Patience and calmness under pressure
• Good planning and organisation skills
• Problem solving and decision-making skills
• A polite, tactful, and assertive attitude
• Excellent communications skills
• Good team working skills
• A commitment to work as required to meet the needs of the business

Desirable…

• 5 GCSE’s or equivalent including Maths & English
• A Customer Service qualification
• Experience working for a residential house builder ideally within the customer facing environment
• An understanding of building regulations and legal obligations
• A good understanding of written English Grammar
• Ability to touch-type

• To deal with customer service matters received by email or phone, and address customer issues in a prompt and organised way and in line with SLAs to ensure a positive customer journey.
• Issue instructions to Sub-contractors and follow up to ensure prompt resolution.
• To follow up all outstanding remedial works and take appropriate action to ensure works wherever possible are completed within a 28-day period.
• To deliver an excellent customer service, understanding and empathy to our customers to ensure a positive customer journey.
• To communicate effectively and regularly with internal departments and form excellent working relationships as part of the larger team.
• Carry out general administrative duties, ensuring our database system up to date at all times.
• Ensure all Customer Service KPI’s are in line with company guidelines.
• Maintain an awareness of the company Health and Safety requirements and ensure these are adhered to at all times.

We build more than homes, we’re making Vistry. Being a responsible developer and award-winning employer means we live each day through our ethos - doing the right thing. Our behaviours reflect this, as well as our values of integrity, caring and quality. Shaping all we do; they empower us to develop sustainable communities across affordable and private housing. We work in a partnership-led way, and you’ll recognise our renowned brands Bovis Homes, Linden Homes and Countryside Homes. Together with Vistry Works, our manufacturing operation, and the functional support of Vistry Services, we’re a proud UK Green Building Council member, UK top five housebuilder with a five-star House Builders Federation (HBF) customer satisfaction rating, and winner of many awards including Top Employer, Global Top Inspiring Workplaces, and Best for Talent Attraction and Outreach. 

Join us in making Vistry.  

• Lead, coach, and motivate a team of customer service representatives.
• Handle and resolve escalated customer complaints and complex inquiries.
• Monitor team performance metrics and provide regular feedback.
• Develop and implement training programs to enhance team skills.
• Ensure adherence to company policies and customer service standards.
• Identify opportunities for process improvements to enhance customer experience.
• Collaborate with other departments to ensure seamless customer support delivery.
• Manage staff scheduling and workload distribution.
• Conduct performance reviews and contribute to team development.
• Foster a positive and productive team environment.

• Proven experience in a customer service role, with at least 1-2 years in a supervisory or team lead capacity.
• Excellent leadership, communication, and interpersonal skills.
• Strong problem-solving and decision-making abilities.
• Proficiency in CRM software and customer support platforms.
• Ability to motivate and manage a team effectively.
• Understanding of customer service best practices and key performance indicators.
• Experience in handling escalated customer issues.
• Ability to work effectively in a hybrid work environment.
• High school diploma or equivalent; associate's or bachelor's degree is a plus.

• Lead, coach, and motivate a team of customer service representatives to achieve performance targets.
• Oversee daily operations, ensuring efficient handling of customer inquiries via phone, email, and chat.
• Manage customer escalations and provide timely, effective resolutions.
• Monitor team performance against key metrics and provide regular feedback.
• Conduct regular performance reviews and identify training needs.
• Develop and implement customer service policies and procedures to improve efficiency and satisfaction.
• Collaborate with other departments to address customer issues and improve processes.
• Ensure adherence to company standards and service level agreements (SLAs).
• Maintain accurate customer records and documentation.
• Contribute to a positive and supportive team environment.

• Proven experience in a customer service role, with at least 2 years in a supervisory or team leader capacity.
• Excellent understanding of customer service principles and best practices.
• Strong leadership, coaching, and motivational skills.
• Proficiency in using CRM software and other customer service tools.
• Excellent communication, interpersonal, and problem-solving abilities.
• Ability to handle difficult situations and customer complaints effectively.
• Good organisational and time-management skills.
• Familiarity with performance metrics and reporting.
• Ability to work effectively in both an office and remote environment.

• Lead and mentor a team of customer service representatives.
• Monitor team performance and ensure adherence to service level agreements (SLAs).
• Handle escalated customer complaints and complex inquiries.
• Provide regular coaching and feedback to team members.
• Develop and implement customer service strategies and procedures.
• Analyse customer feedback and identify areas for improvement.
• Train new team members on company policies and service standards.
• Manage call queues and response times effectively.
• Contribute to workforce planning and scheduling.
• Foster a positive and collaborative team environment.

• Proven experience in a customer service role, with at least 1-2 years in a supervisory or lead capacity.
• Excellent communication, interpersonal, and conflict resolution skills.
• Strong understanding of customer service principles and best practices.
• Experience with CRM software and helpdesk ticketing systems.
• Ability to motivate and lead a team effectively.
• Proficiency in Microsoft Office Suite.
• Strong organizational and time management skills.
• Ability to work under pressure and handle challenging situations.
• Experience in an e-commerce or fast-paced service environment is advantageous.
• High school diploma or equivalent; further education or certification is a plus.

• Leading, mentoring, and coaching a team of customer service representatives.
• Monitoring team performance metrics and identifying areas for improvement.
• Handling complex customer escalations and resolving issues efficiently.
• Developing and implementing customer service best practices and training programs.
• Ensuring consistent delivery of high-quality customer support across all channels (phone, email, chat).
• Collaborating with other departments to address customer feedback and product issues.
• Motivating the team to achieve service level agreements and key performance indicators (KPIs).
• Conducting regular performance reviews and providing constructive feedback.
• Contributing to the continuous improvement of customer service processes and tools.
• Fostering a positive and supportive team environment within a remote setting.

• Respond to customer inquiries in a timely and professional manner across multiple communication channels (phone, email, chat).
• Provide accurate information about products, services, and company policies.
• Troubleshoot customer issues and find effective solutions, escalating complex problems to the appropriate departments when necessary.
• Process orders, returns, and exchanges with accuracy and efficiency.
• Maintain detailed and accurate customer records in the CRM system.
• Identify opportunities to improve the customer experience and provide feedback to management.
• Adhere to company service level agreements (SLAs) and quality standards.
• Participate in team meetings and training sessions to stay updated on product knowledge and service protocols.
• Contribute to a positive and collaborative remote team atmosphere.

• Previous experience in a customer service role is highly desirable.
• Excellent verbal and written communication skills.
• Strong active listening and problem-solving abilities.
• Proficiency in using computer systems and basic office software.
• Ability to work independently and manage time effectively in a remote setting.
• A reliable internet connection and a suitable home office environment.
• High school diploma or equivalent; further education is a plus.
• A positive attitude and a genuine desire to help customers.

• Respond promptly and professionally to customer inquiries via email, chat, and phone.
• Provide detailed information on services, bookings, and travel packages.
• Process bookings, modifications, and cancellations accurately.
• Resolve customer complaints and issues effectively and empathetically.
• Troubleshoot technical problems related to online bookings or services.
• Escalate complex issues to management or relevant departments.
• Maintain accurate customer records in the CRM system.
• Identify opportunities to enhance the customer experience.
• Collaborate with team members to share best practices and improve service delivery.
• Stay updated on company products, services, and policies.

• Proven experience in a customer service role, preferably within hospitality or tourism.
• Excellent written and verbal communication skills.
• Proficiency with CRM software and MS Office Suite.
• Strong problem-solving and conflict-resolution abilities.
• Ability to work independently and manage time effectively.
• A dedicated home office setup with a reliable internet connection.
• High school diploma or equivalent; further education or certification is a plus.
• A genuine passion for customer satisfaction and the travel industry.

Role Summary

The role of a Customer Support Analyst is varied. It includes the day-to-day management and resolution of support calls, being involved in customer implementation work and supporting other internal business departments as required.

Main Job Tasks and Responsibilities

• Respond to and follow up customer support calls (1st, 2nd and 3rd line support)
• Identify, diagnose and resolve customer and project issues / requests
• Support and be involved in customer project work as needed
• Update internal systems with regards to work activity and any required documentation

Key Tasks

• To investigate reported incidents/problems with BCP packages
• To provide help and advice to customers in the use of BCP package software
• Self-education within required application areas to a high standard
• To ensure customers are informed of progress on all issues
• To manage and prioritise own outstanding issues list
• Application deployment and implementation tasks carried out both remotely and on site

Additional Duties

• Liaise with internal departments to progress projects and or the resolution of customer issues
• Undertake customer project work under the guidance of project managers and implementers
• Be required to work on customers’ sites from time to time including but not limited to training sessions and system run throughs
• Be required to provide out of hours telephone support for customers from time to time
• Perform other duties from time to time as required

Qualifications and experience

• PC literate with good knowledge of Microsoft Office
• Problem solving skills
• Excellent written and verbal communication skills
• Ability to work in a team and independently
• Must live within an hour's drive of Stockport

Responsible to: Customer Services Manager