1200 Customer Service Representatives jobs in Newcastle upon Tyne

Customer Support Assistant

Sunderland

36 hours per week

Monday to Thursday: 8:30am - 5:00pm

Friday: 8:30am - 12:30pm

Pay: 17.44 umb

Contract till January 2026

Looking for a Customer Support Assistant, supporting tenants with repairs, enquiries, and service updates.

Key responsibilities:

• Be the first point of contact for inbound customer calls
• Assist with enquiries about repairs and servicing, helping prioritise and reschedule appointments.
• Update customer records accurately using internal systems.
• Make outbound calls to provide updates and support.
• Take ownership of queries and resolve them at first contact, liaising with repair managers and planners.
• Support other business areas with administrative tasks.

The successful candidate will have:

• Experience in a fast-paced, customer-focused environment.
• Strong administrative skills and confidence using technology.
• A genuine passion for helping customers and delivering excellent service.

Sellick Partnership is proud to be an inclusive and accessible recruitment business and we support applications from candidates of all backgrounds and circumstances. Please note, our advertisements use years' experience, hourly rates, and salary levels purely as a guide and we assess applications based on the experience and skills evidenced on the CV. For information on how your personal details may be used by Sellick Partnership, please review our data processing notice on our website.

• Lead, manage, and mentor a team of customer service representatives.
• Oversee daily operations of the customer support department.
• Handle and resolve escalated customer issues and complaints effectively.
• Develop and implement customer service policies and procedures.
• Monitor and analyze customer support metrics and KPIs.
• Identify training needs and provide coaching to team members.
• Collaborate with other departments to ensure a cohesive customer experience.
• Drive continuous improvement initiatives within the support function.
• Maintain high levels of customer satisfaction and retention.

• Proven experience in a customer service leadership role (2+ years).
• Strong understanding of customer service principles and best practices.
• Excellent leadership, coaching, and team management skills.
• Exceptional problem-solving and decision-making abilities.
• Proficiency in CRM software and customer support tools.
• Strong communication and interpersonal skills.
• Ability to work effectively under pressure and manage multiple priorities.

• Respond to customer inquiries via phone, email, and live chat in a timely and courteous manner.
• Diagnose and resolve customer issues, providing accurate information and effective solutions.
• Escalate complex problems to appropriate departments or senior team members when necessary.
• Maintain detailed records of customer interactions, transactions, comments, and actions taken in the CRM system.
• Proactively identify customer needs and work towards building positive relationships.
• Educate customers on product features, services, and policies.
• Contribute to team efforts by accomplishing related results as needed.
• Adhere to company service standards and policies.
• Participate in training sessions to stay up-to-date with product knowledge and customer service best practices.
• Gather customer feedback and provide insights to improve products and services.

• Proven customer support experience or experience as a client service representative.
• Strong phone contact handling skills and active listening.
• Familiarity with CRM systems and data entry.
• Excellent communication and presentation skills.
• Ability to multi-task, prioritize, and manage time effectively.
• A patient and positive demeanor, with a genuine desire to help customers.
• High school diploma or equivalent; college degree preferred.
• Proficiency in Microsoft Office Suite.
• Ability to work effectively both independently and as part of a hybrid team.

• Lead, train, and mentor a team of customer support representatives, fostering a positive and high-performance culture.
• Oversee daily customer service operations, ensuring all inquiries are handled promptly, efficiently, and with empathy across multiple channels (phone, email, chat).
• Develop and implement customer support policies, procedures, and best practices to enhance customer satisfaction and retention.
• Monitor key performance indicators (KPIs) such as response times, resolution rates, and customer satisfaction scores, taking proactive steps to improve performance.
• Handle escalated customer issues and complex inquiries, resolving them effectively and professionally.
• Collaborate with other departments (e.g., Sales, Operations, Product) to address customer feedback and improve overall service delivery.
• Manage workforce scheduling and ensure adequate coverage during peak periods.
• Identify training needs and deliver ongoing training to the support team to enhance their product knowledge and service skills.
• Maintain and update the knowledge base with FAQs, troubleshooting guides, and product information.
• Contribute to product development by relaying customer feedback and identifying recurring issues.

• Respond to customer inquiries and resolve complaints promptly and professionally across various communication platforms.
• Provide accurate information about products and services, guiding customers through their options.
• Troubleshoot technical issues and guide users through step-by-step solutions.
• Escalate complex issues to the appropriate internal teams for resolution, ensuring follow-up.
• Maintain detailed records of customer interactions, transactions, comments, and complaints in the CRM system.
• Identify opportunities to improve the customer support process and contribute to team knowledge bases.
• Proactively identify customer needs and provide solutions or alternatives.
• Collaborate with the team to meet and exceed departmental KPIs and customer satisfaction goals.
• Stay informed about product updates and changes to provide the most accurate information.

• Previous experience in a customer service or helpdesk role is essential.
• Excellent verbal and written communication skills.
• Strong problem-solving and conflict-resolution abilities.
• Patience, empathy, and a customer-centric attitude.
• Proficiency in using helpdesk software and CRM systems.
• Ability to multitask and manage time effectively in a fast-paced environment.
• A keen eye for detail and accuracy.
• Comfortable working with technical information and explaining it clearly.
• Resilience and a positive attitude when dealing with challenging customer interactions.

• Manage and coordinate the daily workflow of the customer support team.
• Provide direct support to customers for complex issues and escalations.
• Train and onboard new customer support representatives.
• Develop and implement strategies to improve customer service performance and metrics.
• Monitor customer interactions to ensure quality and adherence to company policies.
• Handle customer complaints and resolve issues effectively and empathetically.
• Identify trends in customer issues and provide feedback to relevant departments.
• Develop and update customer support documentation and knowledge base articles.
• Conduct performance reviews and provide ongoing coaching to team members.
• Collaborate with other departments to ensure a seamless customer experience.

• Serve as a primary point of contact for escalated customer issues, providing expert-level support and solutions.
• Investigate, diagnose, and resolve complex technical and service-related problems across various platforms.
• Develop and maintain comprehensive troubleshooting guides and internal knowledge base articles.
• Train and mentor junior customer support representatives, sharing best practices and product knowledge.
• Monitor customer feedback and service metrics, identifying trends and areas for improvement.
• Collaborate with other departments, such as product development and sales, to relay customer insights and resolve recurring issues.
• Handle customer complaints with empathy and professionalism, striving for first-contact resolution whenever possible.
• Ensure adherence to service level agreements (SLAs) and company support policies.
• Contribute to the continuous improvement of support processes and customer experience initiatives.
• Manage customer communication via multiple channels, including phone, email, and live chat.

• Proven experience (3+ years) in a customer support or helpdesk role, with at least 1 year in a senior or lead capacity.
• Excellent problem-solving and analytical skills.
• Strong understanding of customer service principles and best practices.
• Proficiency in using CRM software and ticketing systems.
• Exceptional communication and interpersonal skills, both written and verbal.
• Ability to remain calm and professional under pressure.
• Experience in training or mentoring junior staff is a strong asset.
• Familiarity with (Specific industry/product, e.g., SaaS products, hardware diagnostics) is preferred.
• Demonstrated ability to work effectively both independently and as part of a hybrid team.
• A commitment to providing outstanding customer service.

• Serve as a point of escalation for complex customer issues.
• Provide first-line technical support and guidance to customers regarding our products and services.
• Investigate and resolve customer complaints, ensuring prompt and satisfactory resolutions.
• Maintain detailed records of customer interactions, transactions, comments, and actions taken.
• Collaborate with other departments to improve customer service processes and product offerings.
• Train and mentor junior support staff, sharing best practices and product knowledge.
• Contribute to the development and maintenance of knowledge base articles and FAQs.
• Monitor customer feedback channels and identify areas for improvement.
• Adhere to company policies and procedures while upholding brand standards.
• Proactively identify opportunities to enhance the customer experience.

• Minimum of 3 years of experience in a customer service or helpdesk role, with at least 1 year in a senior or lead capacity.
• Exceptional communication, interpersonal, and active listening skills.
• Strong analytical and problem-solving abilities.
• Proficiency in using customer relationship management (CRM) software and helpdesk ticketing systems.
• Ability to multitask and manage time effectively in a fast-paced environment.
• Adept at explaining technical concepts to non-technical users.
• Relevant certifications in customer service or IT support are a plus.
• Demonstrated ability to work effectively in a team and independently.
• Experience with hybrid working models and adapting to changing work environments.