2024 Customer Service jobs in Burton upon Trent

We’re recruiting for an experienced Customer Service Representative for a luxury clothing brand and manufacturer. As Customer Service Representative your role is essential in providing an excellent shopping and service experience to all customers.

Working within the CS Team, you will ensure accurate, on time and safe delivery of orders, as well as driving sales and answering customer enquiries via phone, email and live chat.

Hours of work are based on a shift rotation and include 7-day schedule  (weekends and Bank Holidays).

Customer Service Representative  – The Job Outline

• Providing excellent customer service is a pivotal part of this role. A large proportion of the role is email based which will require the customer service representative to deliver a high level accurate full response. You will communicate with customers via the phone, email and live chat.
• Work with the warehouse and carriers to ensure that the customer has the best delivery experience. Liaise with couriers to locate lost or missing parcels. 
• Aid with the supervising and maintaining of the customers online shopping journey, ensuring imagery, descriptions, FAQ’s and content are correct. 
• Look to where at all possible establishing long-term relationships with key customers based on data about their preferences, behaviours and purchases.
• Fraud checking and processing all orders that come through the website.
• Process returns and refunds in a timely manner.
• Confidently liaising with members of the team from other departments, including merchandising, marketing, production and store retail staff 

Customer Service Representative – The Person Specification

• Proven track record of working effectively and efficiently within a customer service environment. 
• Experience with an online luxury retailer would be beneficial. 
• Good administration and numerical skills. 
• Excellent IT skills, including Outlook and Microsoft. 
• Experience with using Freshdesk and Shopify would be beneficial. 
• Passionate about your work with a ‘can-do’ attitude. 
• Excellent verbal and written communication skills. 
• High level of attention to detail
• Well organised, systematic and logical. 
• Highly motivated with a disciplined approach to problem solving.

Applicants must have full Right to Work in UK as sponsorship cannot be offered.

• Respond to customer inquiries via phone, email, and potentially live chat in a prompt and professional manner.
• Provide information about products and services, guiding customers through their options.
• Resolve customer issues and complaints efficiently, aiming for first-contact resolution whenever possible.
• Process orders, forms, applications, and requests accurately.
• Maintain customer records by updating account information in the CRM system.
• Identify and escalate priority issues or complex problems to the appropriate department or supervisor.
• Gather customer feedback and share insights with the team to help improve services.
• Follow communication procedures, guidelines, and policies.
• Assist with other customer service-related tasks as needed.
• Contribute to a positive and collaborative team environment.
• Upsell or cross-sell products and services when appropriate and beneficial to the customer.

Location: Keele University
Department: Customer Services Representative
Reports to: Customer & Service Delivery Manager
Salary: Hourly rate
Hours: 35 hours a week - Monday – Saturday (Rota based) Hybrid working available

2-month contract role – Immediate start!

About the Role

We're looking for a friendly, motivated Customer Service Representative to join our Customer Services team. You'll be the fi.

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• Provide exceptional customer service and support via multiple channels.
• Resolve complex customer issues and complaints effectively and efficiently.
• Mentor and provide guidance to junior customer service team members.
• Assist in training new customer service staff.
• Identify and escalate recurring issues to management with proposed solutions.
• Maintain accurate and detailed customer records in the CRM system.
• Develop and maintain expert knowledge of company products and services.
• Contribute to improving customer service processes and policies.
• Promote customer loyalty and satisfaction.
• Handle sensitive customer information with discretion and professionalism.

• Previous experience (3+ years) in a customer service or support role, with demonstrated experience in a senior or mentoring capacity.
• Excellent verbal and written communication skills.
• Strong problem-solving and conflict resolution abilities.
• Proficiency in using CRM software and other customer service tools.
• Patience, empathy, and a customer-centric attitude.
• Ability to work independently and as part of a team.
• Strong organizational and time management skills.
• Experience in handling escalated customer inquiries.
• Ability to work under pressure and meet service level agreements.
• Familiarity with product knowledge management is a plus.

• Handle a high volume of inbound customer inquiries via phone, email, and live chat.
• Provide accurate and timely information regarding products, services, and policies.
• Resolve customer issues and complaints effectively, aiming for first-contact resolution.
• Escalate complex issues to the appropriate departments when necessary.
• Assist in training and onboarding new customer service representatives.
• Provide guidance and support to junior team members, fostering a positive team dynamic.
• Identify opportunities for service improvement and provide feedback to management.
• Maintain detailed records of customer interactions and transactions.
• Ensure customer satisfaction by going the extra mile to meet their needs.
• Adhere to company service standards and protocols.

• Previous experience in a customer service role is essential, with at least 2 years in a lead or senior capacity.
• Excellent communication and interpersonal skills.
• Strong problem-solving and conflict-resolution abilities.
• Proficiency in using customer relationship management (CRM) software and helpdesk systems.
• Ability to multitask and manage time effectively in a fast-paced environment.
• A patient, empathetic, and customer-focused attitude.
• Experience in mentoring or supervising junior staff is highly desirable.
• Good knowledge of Microsoft Office Suite.
• Ability to work collaboratively within a team.

• Assisting customers with product information, availability, and pricing.
• Handling customer inquiries via phone, email, and in-person with professionalism and courtesy.
• Processing orders, returns, and exchanges accurately and efficiently.
• Resolving customer complaints and issues in a timely and satisfactory manner, escalating when necessary.
• Maintaining customer records and updating databases with relevant information.
• Learning and adhering to company policies and procedures related to customer service.
• Supporting the sales team by providing product knowledge and assisting with customer needs.
• Developing skills in communication, problem-solving, and conflict resolution.
• Contributing to a positive and collaborative team environment.
• Participating in training sessions and working towards completing your apprenticeship qualification.

• Respond to customer inquiries via phone, email, and live chat in a timely and professional manner.
• Diagnose and resolve technical issues related to our software, hardware, and online platforms.
• Guide customers through troubleshooting steps, providing clear and concise instructions.
• Escalate complex technical issues to the appropriate internal teams when necessary.
• Document customer interactions, issues, and resolutions accurately in the CRM system.
• Maintain a high level of product knowledge to effectively address customer questions and concerns.
• Identify recurring customer issues and provide feedback to the product development team for potential improvements.
• Contribute to the development and maintenance of a comprehensive knowledge base of FAQs and troubleshooting guides.
• Proactively identify opportunities to improve the customer experience and service delivery.
• Meet or exceed key performance indicators for customer satisfaction, response times, and resolution rates.

• Proven experience in a customer service or technical support role.
• Strong understanding of common technical issues and troubleshooting methodologies.
• Excellent verbal and written communication skills, with a clear and confident tone.
• Patience, empathy, and a customer-centric attitude.
• Proficiency in using CRM software and helpdesk ticketing systems.
• Ability to multitask and manage time effectively in a busy environment.
• Experience with (mention specific software/products relevant to the fictional company, e.g., SaaS platforms, specific hardware) is a plus.
• A strong desire to learn and adapt to new technologies and products.
• Ability to work effectively as part of a team.
• High school diploma or equivalent required; further education or certifications are advantageous.

• Handle inbound customer inquiries via phone, email, and live chat in both English and (Specify Second Language).
• Provide accurate information about products, services, and policies.
• Troubleshoot and resolve customer issues efficiently and empathetically.
• Process orders, returns, and exchanges as needed.
• Escalate complex issues to the appropriate internal teams or supervisors.
• Maintain detailed and accurate records of customer interactions and resolutions in the CRM system.
• Identify and communicate customer feedback and recurring issues to management.
• Adhere to all customer service standards, response times, and quality metrics.
• Contribute to team efforts and participate in ongoing training and development.
• Ensure a high level of customer satisfaction and build strong customer relationships.
• Maintain a professional and positive attitude at all times.

• Fluency in English and (Specify Second Language) (written and verbal) is mandatory.
• Previous experience in a customer service or call centre environment.
• Excellent communication, active listening, and interpersonal skills.
• Strong problem-solving abilities and a customer-centric mindset.
• Proficiency with standard office software and experience with CRM systems.
• Ability to multitask and manage time effectively in a remote work setting.
• Reliable internet connection and a dedicated, quiet workspace.
• Patience, empathy, and a professional demeanor.
• Flexibility to work various shifts, including evenings and weekends as needed.

Title:  Customer Service Representative (3 Months FTC)

Salary:  Dependent on experience

Working hours: Monday - Thursday 8:30am - 5:00pm and Friday 8:30am - 2:00pm (37.5 hours per week)

Location:  Leicester, Leicestershire

VH Talent is collaboratively working with a leading engineering organisation, to appoint a Customer Service Representative.

The Customer Service Representative will play an instrumental role, in being the primary contact for all internal and external customers. Handling customer accounts, answering enquiries, processing orders, investigating complaints and providing solutions, to ensure a seamless service is delivered at all times.

Are you a customer focused individual who prides themselves in going above and beyond to deliver an exceptional service to your client-base? If so, apply today!

***Please note this is a site based role not hybrid

The Customer Service Representative Role:

• Deliver an excellent service to the company’s client-base by handling all incoming customer enquiries and managing the customers accounts from initial engagement of enquiry through to purchase and then aftercare
• Ensure working to the company’s standards and policies by adopting and striving for continuous improvement
• Monitor, report and manage forecasting of contract with sales, by liaising with internal departments such as the Demand Planner, to effectively manage Sales and Operations Planning
• Manage orders, including reviewing and entering orders, and handling general inquiries related to existing orders
• Engage cross-functionally and externally to handle escalations and optimise prioritisation when resources are limited.
• Compliance management on customer delivery related declarations and approvals
• Ensure quality compliance by recording operational customer concerns and coordinating resolutions internally
• Managing receivables, including supporting the finance team in initiating operational credit requests and securing approvals in line with the current Delegation of Authority
• Support with driving sales, retaining customers and achieving business growth plans by achieving targets and working to department KPI’s
• Support the department with other duties as the business requires

You’ll Need:

• Previous experience of operating within a customer service environment
• Excellent administration skills and attention to detail
• Good problem solving skills with the ability to use own initiative to provide solutions
• Adopts a proactive approach and able to manage own workload to drive tasks to completion
• Able to build excellent working relationships both internally and externally
• Experienced of working to KPI’s, SLA’s and department targets
• Knowledge of exports is desirable, however not essential
• Previous experience of working in a Manufacturing or Engineering setting would be highly advantageous
• Proficient in Microsoft packages; Word, Outlook and Excel

What’s in it for you:

• 3 Month FTC with potential to become permanent
• 25 Days annual leave + Bank Holidays (pro rata for FTC)
• Early finish Fridays
• Onsite subsidised canteen
• Health and wellbeing activities
• Employee Assistance Program
• Free onsite parking
• Company pension

VH Talent, your Permanent and FTC Recruitment Partner!