1234 Customer Service Representatives jobs in Liverpool

Do you have experience in a customer service role, helping clients solve problems and answer questions?
Are you looking for a position with a company that’s passionate about growth and development?
Would you like to be part of a team at a company that’s achieving record-breaking success?

Talos360 is hiring a Customer Support Agent!

In this role, you’ll be assisting our customers with questions, guiding them through our software, and ensuring they have a smooth and positive experience. If you enjoy helping people and being part of a team that values excellence, this is the role for you.

Position : Customer Support Agent

Location:  Warrington (Easily accessible from the M62)

Salary:   Up to £30,000 DOE + benefits

Why join Talos360?

Talos360 awards include:

•    1st Best Workplace in Europe 2024 (medium category)

•    1st Best Workplace in the UK 2024 (medium category)

•    1st Best Workplace for Development 2024 (medium category)

With modern offices featuring a fully stocked bar and a casual dress code, we promote a relaxed work atmosphere. Talos360 definitely stands out from the crowd. Our people-centric culture sets us apart; we strive for results while ensuring our people are at the forefront of everything we do.

The Role:

As a Customer Support Agent, you will be responsible for supporting our customers that use our technology platforms including Talos ATS and Talos Engage. You will handle enquiries, requests, queries through the Support Portal, using Intercom and Live Chat. You will provide support on the customer systems, offering appropriate response to queries and solutions. As a Customer Support Agent, you'll receive comprehensive training on our processes, products, and services.

This Role Is Suited For:

Individuals experienced in business to business customer service, who have strong communication skills and enjoying using lots of different systems. Being able to multitask and solve problems is essential for our Customer Support Agent.  

If you're seeking success, aiming to make a difference, and want to be part of a growing, and developing business where you can thrive, apply now to be our Customer Support Agent! Let's see if we're a perfect match!

Customer Support Agent

Are you passionate about delivering frontline support to patients, carers, and professionals?

If so, we have the perfect opportunity for you to play a key role in supporting one of the UK's leading providers of mental health services, who believe in making every patient feel heard, supported, and cared for. We're looking for Customer Support Agents to join our dynamic Booking Hub team, the first point of contact for individuals and families seeking help, often in difficult moments.

Location: Work from home

Pay Rate:

• 13.19 per hour

Benefits to include: 25 days paid holiday (increasing with service to 28 days) plus bank holidays

Working Hours:

• Full-time 35 hours/week
• Monday to Friday (9am - 5pm)
• 5 days/week

Initial Training Period: 3 weeks training (remote - virtual)

Our client is one of the UK's leading providers of mental health services, who believe in making every patient feel heard, supported, and cared for. We're looking for Customer Support Agents to join our dynamic Booking Hub team, you will be the first point of contact for individuals and families seeking help, often in difficult moments.

This is a fantastic opportunity for individuals who are naturally empathetic, calm under pressure, and thrive in high-volume, fast-paced environments! You'll need to be resilient, self-motivated, and accountable, someone who brings both heart and focus to every conversation.

What You'll be Doing:

• Provide frontline support to patients, carers, and professionals via telephone, email, and live chat.
• Handle enquiries with empathy, professionalism, and efficiency - even during busy periods.
• Book appointments and coordinating care in line with clinical requirements.
• Maintain accurate and timely records in our systems (e.g., Salesforce).
• Recognise and appropriately escalate safeguarding concerns or service disruptions.
• Work collaboratively with colleagues and supporting team cover to ensure service continuity.
• Provide accurate and clear service information for patients and their family/carers where appropriate, and in a friendly, efficient and courteous way.
• When necessary, support the Clinical Partners Operations and Governance teams in the coordination of sensitive matters relating to patient safeguarding, accident, data incident, complaints and concerns processes as specified in the relevant Clinical Partners policies.

What We're Looking For:

Essential:

• Minimum 3 years' experience in a customer-facing or support role.
• Proven ability to remain composed and compassionate under pressure.
• Strong interpersonal and communication skills - both written and verbal.
• Experience using databases and managing confidential information responsibly.
• A personal sense of accountability and commitment to quality.

Desirable:

• Knowledge of mental health or healthcare environments.
• Experience with Salesforce or similar CRM systems.
• An understanding of safeguarding and sensitive issue handling.

What we can offer to you:

• 24,000 annual salary
• 25 days paid holiday (increasing with service to 28 days) plus bank holidays.
• A day off for your birthday.
• Healthcare Cash Plan
• Benefits Platform
• Life Assurance
• Discount Vouchers
• Flexible working opportunities to suit your personal needs
• Opportunities to take part in charitable events
• Access to a Wellbeing portal and Employee Assistance Programme (EAP)

Our client is committed to creating an inclusive and diverse workplace. We believe that everyone deserves an equal opportunity to succeed, regardless of their background, race, gender, age, disability, sexual orientation, or any other characteristic. We welcome applications from all qualified candidates and strive to provide a supportive and respectful environment for all employees.

Please note that this position requires a Disclosure and Barring Service (DBS) check as part of our commitment to safeguarding and ensuring the safety of our clients and staff. The successful candidate will be required to undergo a DBS check before commencing employment.

If you have the experience and desire to work for a well-respected organisation offering personal and professional support, as well as development, then you could be a perfect fit for the team.

Adecco is an employment consultancy. We put expertise, energy, and enthusiasm into improving everyone's chance of being part of the workplace. We respect and appreciate people of all ethnicities, generations, religious beliefs, sexual orientations, gender identities, and more. We do this by showcasing their talents, skills, and unique experience in an inclusive environment that helps them thrive.

To apply, submit your application today!

Adecco acts as an employment agency for permanent recruitment and an employment business for the supply of temporary workers. The Adecco Group UK & Ireland is an Equal Opportunities Employer.

By applying for this role your details will be submitted to Adecco. Our Candidate Privacy Information Statement explains how we will use your information - please copy and paste the following link in to your browser (url removed)

• Lead and manage a team of customer support representatives.
• Provide training, coaching, and performance feedback to team members.
• Handle escalated customer inquiries and complaints effectively.
• Develop and implement customer service policies and procedures.
• Monitor customer service metrics and KPIs to ensure high-quality service.
• Identify trends in customer issues and propose solutions for improvement.
• Ensure timely and accurate resolution of customer issues.
• Maintain a high level of customer satisfaction.
• Collaborate with other departments to resolve customer problems.
• Uphold company standards for customer service excellence.

• Proven experience in a customer service or support role, with at least 2 years in a lead or supervisory capacity.
• Excellent communication, interpersonal, and conflict-resolution skills.
• Strong leadership and team management abilities.
• Proficiency with CRM software and helpdesk ticketing systems.
• Demonstrated ability to problem-solve and make sound decisions.
• Ability to work under pressure and manage multiple priorities.
• A customer-centric mindset with a passion for delivering outstanding service.
• Experience in the (Industry - e.g., Tech, Retail) sector is beneficial.

• Respond to customer inquiries and issues via phone, email, and chat in a professional and timely manner.
• Troubleshoot and resolve technical problems, guiding customers through step-by-step solutions.
• Document all customer interactions and resolutions accurately in the CRM system.
• Identify and escalate complex issues to the appropriate internal teams for further investigation.
• Contribute to the creation and maintenance of support documentation, FAQs, and knowledge base articles.
• Gather customer feedback and report on recurring issues to help improve products and services.
• Maintain a high level of product knowledge and stay updated on new features and updates.
• Collaborate with team members to share best practices and improve support processes.
• Achieve and maintain excellent customer satisfaction scores.

• Previous experience in a customer service or helpdesk role is essential.
• Strong problem-solving and analytical skills.
• Excellent communication and interpersonal skills, with the ability to explain technical concepts clearly.
• Proficiency in using CRM software and helpdesk ticketing systems.
• A patient and customer-centric approach to issue resolution.
• Ability to multitask and manage time effectively in a fast-paced environment.
• Familiarity with SaaS products and basic IT troubleshooting is advantageous.
• Comfortable working both independently and as part of a hybrid team structure.

• Lead, train, and mentor a team of customer support representatives, setting performance standards and providing ongoing feedback.
• Manage incoming support requests via various channels, ensuring prompt and accurate responses.
• Handle and resolve complex customer issues and technical escalations, acting as a point of escalation for the team.
• Develop and implement effective customer support processes and procedures to optimise efficiency and customer experience.
• Monitor key performance indicators (KPIs) such as response times, resolution rates, and customer satisfaction scores, reporting on team performance.
• Collaborate with other departments, such as product development and sales, to address customer feedback and identify areas for improvement.
• Maintain an up-to-date knowledge base of products, services, and support procedures.
• Identify trends in customer inquiries and issues, providing insights to management for product or service enhancements.
• Ensure adherence to service level agreements (SLAs) and company policies.
• Schedule and manage team rotas to ensure adequate coverage during operating hours.

• Proven experience in a customer support or helpdesk role, with at least 2 years in a leadership or supervisory capacity.
• Strong technical aptitude and the ability to understand and troubleshoot complex issues.
• Excellent communication, interpersonal, and problem-solving skills.
• Experience with customer relationship management (CRM) software and ticketing systems.
• Demonstrated ability to lead and motivate a team in a fast-paced environment.
• Strong organisational skills and the ability to manage multiple priorities effectively.
• Experience in developing and implementing support processes is highly desirable.
• A customer-centric approach with a passion for delivering outstanding service.
• Proficiency in English; additional languages are a plus.

• Responding to customer inquiries and resolving technical issues promptly and effectively.
• Diagnosing and troubleshooting complex hardware and software problems.
• Guiding customers through step-by-step solutions.
• Documenting all customer interactions and resolutions accurately in the CRM system.
• Developing and maintaining comprehensive knowledge base articles and FAQs.
• Mentoring and training new customer support representatives.
• Collaborating with other departments to resolve customer issues and improve product offerings.
• Identifying recurring customer issues and reporting them to the relevant teams for analysis and resolution.
• Ensuring all customer feedback is captured and relayed to management.
• Meeting and exceeding key performance indicators (KPIs) for customer satisfaction and resolution times.

• Proven experience in a customer service or technical support role, with at least 3 years in a senior capacity.
• Excellent problem-solving and analytical skills.
• Strong knowledge of CRM software and helpdesk ticketing systems.
• Proficiency in relevant operating systems and software applications.
• Exceptional verbal and written communication skills.
• Ability to work independently and as part of a team.
• A customer-centric mindset with a passion for delivering excellent service.
• Experience in mentoring or leading a support team is a plus.

• Respond to customer inquiries and resolve issues promptly and professionally via multiple communication channels.
• Provide technical support and troubleshooting for product-related problems.
• Educate customers on product features, benefits, and best practices.
• Document all customer interactions and resolutions accurately in the CRM system.
• Identify and escalate complex issues to appropriate internal teams for further resolution.
• Contribute to the development of customer support knowledge base articles and FAQs.
• Gather customer feedback and provide insights to relevant departments to improve products and services.
• Maintain a high level of customer satisfaction through consistent, quality support.
• Adhere to company policies and procedures, including data privacy and security protocols.
• Collaborate with team members to share best practices and improve overall service delivery.

• Previous experience in customer service or a related field is preferred.
• Excellent verbal and written communication skills.
• Strong problem-solving and analytical abilities.
• Ability to remain calm and professional under pressure.
• Proficiency with computers and common software applications.
• Comfortable learning new technologies and software systems.
• High school diploma or equivalent; college degree is a plus.
• A dedicated home office setup with reliable high-speed internet.
• Ability to work independently and manage time effectively in a remote environment.
• A proactive attitude and a commitment to delivering outstanding customer experiences.

• Respond to customer inquiries via phone, email, and chat in a timely and professional manner.
• Investigate and resolve customer complaints and technical issues, ensuring customer satisfaction.
• Escalate complex issues to senior management or technical teams when necessary.
• Maintain accurate records of customer interactions and transactions in the CRM system.
• Identify opportunities to improve customer service processes and customer experience.
• Provide training and support to new and existing customer service representatives.
• Develop and maintain a comprehensive knowledge base of products and services.
• Achieve and exceed key performance indicators (KPIs) for customer satisfaction and response times.
• Collaborate with other departments to resolve customer issues and improve product offerings.
• Contribute to team meetings, sharing insights and suggesting improvements.

• Proven experience in a customer service or helpdesk role, with at least 2 years in a senior or lead capacity.
• Excellent verbal and written communication skills.
• Strong problem-solving and analytical abilities.
• Proficiency in CRM software and helpdesk ticketing systems (e.g., Zendesk, Salesforce Service Cloud).
• Ability to work independently and as part of a team.
• Strong organizational and time management skills.
• A patient, empathetic, and customer-focused attitude.
• Experience in mentoring or training junior staff is a plus.
• Availability to work a hybrid schedule, balancing in-office and remote work.

• Lead and manage a team of customer support specialists, providing coaching and development.
• Handle escalated customer inquiries and complex technical issues with professionalism and efficiency.
• Develop and implement strategies to improve customer satisfaction and retention rates.
• Monitor support channels (email, chat, phone) to ensure timely responses and high-quality service.
• Analyse customer feedback and support data to identify service improvements and training needs.
• Create and maintain comprehensive knowledge base articles and support documentation.
• Collaborate with other departments to resolve customer issues and advocate for customer needs.
• Train new support staff on company products, services, and support procedures.
• Ensure adherence to service level agreements (SLAs) and key performance indicators (KPIs).
• Contribute to the continuous improvement of customer support processes and tools.

• Proven experience in a customer support role, with at least 3 years in a lead or supervisory capacity.
• Excellent problem-solving and critical-thinking skills.
• Strong communication, interpersonal, and active listening abilities.
• Proficiency in using CRM software and helpdesk ticketing systems.
• Experience in developing training materials and knowledge bases.
• Ability to work independently and manage time effectively in a remote environment.
• Deep understanding of customer service principles and best practices.
• Bachelor's degree in a related field or equivalent practical experience.