What Jobs are available for Customer Service in Milton Keynes?

• Respond to customer inquiries via email, chat, and phone.
• Provide detailed information about products, orders, and deliveries.
• Resolve customer issues, complaints, and process returns efficiently.
• Maintain a high level of customer satisfaction through excellent service.
• Update customer records and document interactions in the CRM system.
• Gather customer feedback and contribute to service improvements.
• Collaborate with other remote team members and departments.
• Ensure adherence to company policies and procedures.

• Proven customer service experience, preferably in e-commerce or food retail.
• Excellent communication and interpersonal skills.
• Strong written and verbal English proficiency.
• Proficiency with CRM software and online communication tools.
• Ability to work independently and manage time effectively in a remote setting.
• High school diploma or equivalent; further education is a plus.
• A genuine interest in food products is highly desirable.
• Reliable internet connection and a suitable home office environment.

Job Title:  Customer Service Adviser   

Basis:  Full time Permanent Employed Role.

Location:  Office Based in Milton Keynes, England,UK.

Target: Minimum of 12 Months experience in telephone-based customer service or sales environment desirable.

Rewards : Competitive basic salary with a realistic OTE £28,000 - £30,000 

Role Progression: Opportunities to join our Mortgage Academy subject to in-role performance and application. Sponsorship for CF1 & CF6 or CeMAP equivalent professional qualifications necessary to become a Mortgage Adviser*

Working Hours: Monday to Friday 9am – 5:30pm.

Timeline : Immediate interviews and start.

Connells Group:

Connells Group is the largest and most successful estate agency network in the UK.  Our Customer Services roles in Milton Keynes provide are dedicated to supporting our “lifetime service”.  Your role in in contacting our customers and arranging their mortgage review appointments is the critical first step in our service proposition and it provides successful applicants a great foundation for a career in mortgage and financial services.  You will come to understand the mortgage journey and mortgage terminology, and you will work closely with our Mortgage Advisers.  If it is your ambition and you prove capable, you will receive training and support towards mortgage advice qualifications to help you develop your career with us.

All our roles are telephone based so you will be articulate and engaging.  As the learning opportunities are vast and the pace rapid, you will be highly motivated, extremely disciplined, well organised and detail focused.  You will already have good experience and a strong track record in customer sales and service and demonstrate a positive and highly professional manner. Some mortgage industry experience is preferable but not essential.  Your desire to excel while delivering a first-class customer experience is most important of all.

Main Purpose of Job:

• Re-engaging and preparing our Lifetime customers for their mortgage review appointment with our Mortgage Advisers.
• Delivering the highest level of customer service and professionalism to our mortgage customers, taking ownership of their appointment and application journey.
• Maintaining strong and effective working relationships with our Mortgage Adviser teams.
• Helping customers with mortgage related enquiries as you develop.
• Fulfilling all role-based learning and development objectives.

Required Knowledge, skills and qualifications:

• Excellent interpersonal skills, with outstanding communication and listening skills, with the ability to explain complex information in a clear and simple way.
• Able to accurately record and assess information in live contact environments.
• You will be highly accurate, numerate and literate. A competent Microsoft Office user, including Excel, Word and Outlook, and be able to quickly adapt to new software packages and online processes.
• You will possess a proven track record in sales and customer service and have the personal determination to meet and exceed all standards and expectation set.

Benefits: 

• Permanent Full Time Role.
• Extensive induction coupled with an ongoing training, support and development program.
• 25 days paid holiday plus Bank Holidays.
• Unrivalled opportunities for progression, promotion and personal development in an expanding business.
• Contributory workplace pension. *
• Generous Staff referral bonus scheme. *
• Death in service cover. * 
• Based in modern air-conditioned offices in Milton Keynes with free onsite parking.
• 24 Hour Wellbeing Employee Assistance programme.

 (*T&Cs Apply)
If this role sounds of interest, please forward your CV by clicking Apply Now, or call Elliott Pennell - Talent Acquisition Consultant at The New Homes Group for a confidential chat on (phone number removed)

• Leading, mentoring, and coaching a team of customer service representatives to achieve performance targets.
• Monitoring team performance, providing regular feedback, and conducting performance reviews.
• Handling escalated customer inquiries and resolving complex issues efficiently and effectively.
• Developing and implementing customer service strategies to enhance customer satisfaction and loyalty.
• Ensuring adherence to service level agreements (SLAs) and quality standards.
• Training new team members and providing ongoing training to existing staff.
• Identifying areas for process improvement and implementing solutions to enhance customer experience.
• Collaborating with other departments to address customer feedback and implement necessary changes.
• Managing team schedules, workload, and resource allocation.
• Maintaining accurate records of customer interactions and team performance.
• Reporting on key customer service metrics and insights to senior management.
• Acting as a point of escalation for customer complaints and resolving them with empathy and professionalism.
• Fostering a positive and supportive team environment that encourages professional growth.

• Lead, coach, and motivate a remote team of customer service representatives.
• Manage daily operations of the customer service function, ensuring high-quality service delivery.
• Set performance goals and monitor team productivity and quality metrics.
• Conduct regular performance reviews and provide constructive feedback.
• Handle and resolve escalated customer complaints and issues.
• Identify areas for service improvement and collaborate with other departments to implement changes.
• Ensure adherence to company policies and procedures in all customer interactions.
• Develop and deliver training programs for new and existing team members.
• Maintain up-to-date knowledge of company products, services, and support policies.
• Foster a positive and supportive team culture.

• Proven experience in a customer service supervisory or team lead role.
• Demonstrated ability to lead and motivate a team, preferably in a remote setting.
• Excellent understanding of customer service principles and best practices.
• Proficiency with CRM software and customer support platforms.
• Strong problem-solving and conflict-resolution skills.
• Outstanding communication, interpersonal, and listening skills.
• Ability to manage performance metrics and drive continuous improvement.
• Empathetic and client-focused approach.
• Experience in the fintech or technology sector is a plus.
• Bachelor's degree in a relevant field or equivalent experience.

• Lead, train, and mentor a team of remote customer service representatives, fostering a high-performance culture.
• Develop and implement customer service policies, procedures, and best practices.
• Monitor service quality and customer feedback, identifying areas for improvement.
• Manage complex customer inquiries and escalations, ensuring timely and effective resolution.
• Analyse customer service data to identify trends and insights, reporting key metrics to management.
• Collaborate with other departments (e.g., Product, Sales) to address customer needs and improve overall customer experience.
• Ensure the team meets or exceeds key performance indicators (KPIs) such as response times and customer satisfaction scores.
• Develop and deliver ongoing training programs to enhance team skills and product knowledge.
• Champion customer advocacy and ensure customer needs are at the forefront of all decisions.
• Utilise and optimise customer support software and tools.

• Proven experience in a customer service leadership or supervisory role.
• Demonstrated ability to effectively manage and motivate a remote customer service team.
• Strong understanding of customer service principles, techniques, and metrics.
• Excellent communication, interpersonal, and problem-solving skills.
• Experience with CRM and customer support ticketing systems (e.g., Zendesk, Salesforce Service Cloud).
• Ability to analyse data and translate it into actionable insights.
• Proficiency in conflict resolution and de-escalation techniques.
• Strong organisational skills and the ability to manage multiple priorities.
• A passion for delivering exceptional customer service.
• Experience in the tech or SaaS industry is a plus.

• Handle complex customer inquiries and technical support requests via phone, email, and chat, providing timely and accurate resolutions.
• Diagnose and troubleshoot hardware, software, and application issues, guiding customers through step-by-step solutions.
• Escalate unresolved issues to appropriate internal teams (e.g., engineering, product development) with detailed documentation.
• Develop and maintain comprehensive knowledge base articles, FAQs, and user guides to empower customers and internal support staff.
• Train and mentor junior customer support representatives, sharing best practices and technical expertise.
• Proactively identify trends in customer issues and provide feedback to product and development teams for continuous improvement.
• Manage customer relationships, ensuring a positive and supportive experience throughout their interaction with the company.
• Participate in the evaluation and implementation of new customer support tools and technologies.
• Contribute to the development and refinement of customer service processes and policies.
• Ensure adherence to service level agreements (SLAs) and customer satisfaction targets.
• Handle customer complaints and concerns with empathy and professionalism, aiming for first-contact resolution where possible.
• Assist with product demonstrations and onboarding for new clients as needed.

• Proven experience in a customer service or technical support role, with a minimum of 4 years in a senior capacity.
• Strong technical aptitude and ability to quickly learn new software and hardware systems.
• Excellent troubleshooting and problem-solving skills, with a logical and methodical approach.
• Outstanding communication and interpersonal skills, both written and verbal.
• Demonstrated ability to manage difficult customer situations with patience and professionalism.
• Experience in training or mentoring junior team members.
• Familiarity with CRM systems and helpdesk software (e.g., Zendesk, Salesforce Service Cloud).
• Ability to work effectively under pressure and manage multiple priorities.
• A proactive attitude towards identifying and resolving customer issues.
• A genuine passion for delivering exceptional customer service.
• Experience with (Specific Product/Technology Area) is a strong advantage.

• Provide high-level technical support and customer service via phone, email, and chat.
• Diagnose and resolve complex technical issues related to the company's products/services.
• Guide customers through product setup, usage, and troubleshooting steps.
• Effectively manage and prioritize customer inquiries and support tickets.
• Develop and maintain customer support documentation, including FAQs and knowledge base articles.
• Collaborate with development and product teams to identify and report bugs or product enhancements.
• Train and mentor junior support specialists.
• Gather customer feedback and provide insights for product and service improvement.
• Ensure adherence to service level agreements (SLAs) and customer satisfaction targets.
• Maintain accurate records of customer interactions and support resolutions.

• Proven experience (3-5 years) in a customer service and technical support role.
• Strong technical aptitude and ability to troubleshoot software and hardware issues.
• Excellent communication, interpersonal, and active listening skills.
• Proficiency in using CRM and helpdesk software.
• Ability to explain technical concepts to non-technical users.
• Strong problem-solving and analytical skills.
• Experience in creating support documentation is a plus.
• Ability to work independently and manage time effectively in a remote setting.
• Patience, empathy, and a customer-centric approach.

• Providing advanced technical support and troubleshooting for hardware, software, and network issues.
• Managing and resolving helpdesk tickets within defined service level agreements (SLAs).
• Acting as a point of escalation for complex user issues.
• Documenting technical solutions and creating knowledge base articles.
• Assisting in the training and mentoring of junior helpdesk staff.
• Communicating effectively with users, providing clear status updates.
• Identifying recurring technical issues and recommending solutions to prevent future occurrences.
• Contributing to the development and implementation of helpdesk best practices.
• Ensuring a high level of customer satisfaction through professional and efficient support.

• Proven experience in a senior customer service and/or helpdesk role.
• Strong technical knowledge of operating systems, common applications, and network troubleshooting.
• Experience with helpdesk ticketing systems (e.g., ServiceNow, Zendesk).
• Excellent communication, interpersonal, and customer service skills.
• Ability to explain technical issues clearly and concisely.
• Proficiency in remote support tools and technologies.
• Strong analytical and problem-solving capabilities.
• Ability to work independently and manage time effectively in a remote setting.
• Relevant IT certifications (e.g., CompTIA A+, Network+, ITIL) are advantageous.