What Jobs are available for Customer Service in Sheffield Lane Top?

• Lead, coach, and mentor a team of customer service representatives.
• Oversee daily operations of the customer service department.
• Handle escalated customer inquiries and complex issues.
• Monitor team performance and ensure KPIs are met.
• Conduct performance evaluations and provide constructive feedback.
• Develop and deliver training programs for customer service staff.
• Implement and refine customer service processes and policies.
• Ensure a high level of customer satisfaction and loyalty.
• Collaborate with other departments to resolve customer issues.
• Maintain a positive and productive team environment.

• Proven experience in a customer service leadership or supervisory role.
• Strong understanding of customer service principles and best practices.
• Excellent communication, interpersonal, and problem-solving skills.
• Demonstrated ability to lead, motivate, and develop a team.
• Experience with CRM software and customer support tools.
• Ability to manage multiple priorities and work under pressure.
• Strong organizational and time-management skills.
• High school diploma or equivalent; further education or certifications are a plus.
• Experience in the e-commerce industry is desirable.

• Providing Tier 2 and Tier 3 technical support via phone, email, and chat to resolve customer issues efficiently and effectively.
• Troubleshooting and diagnosing complex software and hardware problems, escalating issues to development teams when necessary.
• Developing and maintaining comprehensive knowledge base articles, FAQs, and troubleshooting guides.
• Mentoring and training junior helpdesk team members, sharing best practices and technical expertise.
• Analyzing support trends and customer feedback to identify areas for product improvement and service enhancement.
• Managing and prioritizing incoming support tickets, ensuring adherence to service level agreements (SLAs).
• Proactively communicating with customers regarding issue status and resolution updates.
• Contributing to the continuous improvement of helpdesk processes and tools.
• Assisting with customer onboarding and providing proactive guidance on product usage.
• Representing the voice of the customer within the organization, advocating for their needs.

Customer Service Advisor - Sheffield 

Monday-Friday, 08:45 – 17:00, No Cold Calling, No Sales, Inbound Calls Only, Hybrid Working (50% monthly split required)

Do you have a passion for customer service, excellent communication skills and the ability to handle challenging interactions? Would you like to work Monday-Friday? We are currently recruiting for a Customer Service Advisor to join our Sheffield team on an initial fixed term contract basis starting in January 2026

.

Previous experience in pensions or working in a contact centre environment is not required. Full training will be given to ensure you are successful in your new role.

Take a look at the below video to hear from a member of our team 

Aon is in the business of better decisions

At Aon, we shape decisions for the better to protect and enrich the lives of people around the world.

As an organisation, we are united through trust as one inclusive team and we are passionate about helping our colleagues and clients succeed.

What the day will look like

Delivering excellent customer service, you will have the opportunity to help our customers with any day-to-day queries regarding their pension.

• Updating personal information with a high attention to detail.
• Processing requests for written information to be sent to our members.
• Providing accurate information from our knowledge/customer databases.
• Helping customers complete documentation
• Explaining our processes and setting correct expectations.

Office base in centre of Sheffield to ensure you benefit from the supporting network that is Aon United, and are not isolated in your role. We work smartly in a hybrid environment requiring you to be in the office every week which additionally supports your on-going development and training needs

How this opportunity is different

Aon offers an environment where individuals can grow and develop in a rewarding role. We are confident that you will feel just as passionate as we do in empowering results for our customers and your career.

You will have responsibility for working in accordance with the Aon UK Limited Risk Management Framework, and compliance with the Aon UK Limited policies, including participation in the management of risks (including completion of mandatory training) that may adversely affect the business, interests, or reputation of any Group Company.

Skills and experience that will lead to success

• Experience of working within a customer service focused role with direct customer contact either face to face or via telephone.
• Active listening and good communication skills.
• A pro-active approach with the ability to resolve queries efficiently and effectively.
• Excellent attention to detail and commitment to provide ongoing quality.
• Good understanding of Microsoft applications

How we support our colleagues

In addition to our comprehensive benefits package, we encourage an inclusive workforce. Plus, our agile environment allows you to manage your wellbeing and work/life balance, ensuring you can be your best self at Aon. Furthermore, all colleagues enjoy two “Global Wellbeing Days” each year, encouraging you to take time to focus on yourself.  We offer a variety of working style solutions for our colleagues as well. 

Our continuous learning culture inspires and equips you to learn, share and grow, helping you achieve your fullest potential. As a result, at Aon, you are more connected, more relevant, and more valued.

Aon values an innovative and inclusive workplace where all colleagues feel empowered to be their authentic selves. Aon is proud to be an equal opportunity workplace.

Aon provides equal employment opportunities to all employees and applicants for employment without regard to race, colour, religion, creed, sex, sexual orientation, gender identity, national origin, age, disability, veteran, marital, domestic partner status, or other legally protected status. 

We welcome applications from all and provide individuals with disabilities with reasonable adjustments to participate in the job application, interview process and to perform essential job functions once onboard. If you would like to learn more about the reasonable accommodations we provide, email

#LI_SS3

• Lead, manage, and mentor a team of customer service representatives, fostering a positive and productive work environment.
• Set performance goals and KPIs for the team and individual representatives, monitoring progress and providing regular feedback.
• Handle escalated customer inquiries and complex issues, providing timely and effective resolutions.
• Develop and implement training programs to enhance the skills and knowledge of the customer service team.
• Ensure adherence to service level agreements (SLAs) and customer satisfaction targets.
• Collaborate with other departments (e.g., Product, Sales, Engineering) to address customer feedback and improve product offerings.
• Monitor customer service channels (phone, email, chat) to ensure efficient operations and high-quality support.
• Develop and maintain knowledge base articles and customer support documentation.
• Identify trends in customer inquiries and issues, providing insights to management for process and product improvements.
• Conduct regular team meetings and one-on-one sessions with team members.
• Champion customer-centricity throughout the organization.
• Assist in the recruitment and onboarding of new customer service team members.
• Ensure the team is proficient in using CRM and other support tools.
• Contribute to the continuous improvement of customer service processes and strategies.
• Maintain a positive and professional attitude, representing the company's values.

• Proven experience in a customer service role, with at least 2-3 years in a team lead or supervisory capacity.
• Experience within the SaaS or technology industry is highly preferred.
• Demonstrated ability to lead, motivate, and develop a team.
• Excellent communication, interpersonal, and problem-solving skills.
• Strong understanding of customer service principles and best practices.
• Proficiency in CRM software (e.g., Salesforce, Zendesk) and other customer support tools.
• Ability to handle difficult conversations and de-escalate customer situations effectively.
• Strong organizational skills and attention to detail.
• Ability to work effectively in a fast-paced, dynamic environment.
• Experience in developing training materials and conducting training sessions.
• A passion for delivering outstanding customer experiences.
• Familiarity with ITIL or other service management frameworks is a plus.
• Ability to contribute to strategic discussions on customer success initiatives.

Salary : 24,500 per year plus OTE 4,300 per annum
Contract: Permanent, full time, 37.5 hours per week with a rotating weekly shift pattern
Location: Nottingham (Hybrid & Remote options)

Start: 24 November 2025

Domestic and General is the largest insurance company in the UK with an ambition to scale globally. We currently service over 9 million customers annually whilst being a proud partner to leading manufacturers and retail brands across the globe

For consecutive years we have been recognised as a "Great place to Work".

Do you thrive in a fast-paced environment and enjoy connecting with people? If you're motivated by a supportive but target-based environment, you'll fit right in as a Customer Sales Advisor.

We set the bar high - our agents are the best of the best. The role is a fast-paced, high-energy environment where resilience, adaptability, and a customer-first mindset are key to success.

So, who are you?

• Self-Driven - You are motivated by a sales environment, where achieving the right customer sales outcomes is key and in line with FCA requirements.

• Empathetic and an active listener - Understanding customer's needs is crucial for recommending suitable products and building trust.

• Resilient and adaptable - Sales can be high-pressure, and regulations evolve. You might face rejection or regulatory changes. Instead of getting discouraged, you stay calm, adjust your approach, stay positive and keep learning, in a fast-paced environment.

• Curious and growth mindset - A willingness to learn about new products, compliance updates and client perspectives, helps to ensure you consistently provide the right customer outcomes.

• Clear communicator - Explaining products transparently and avoiding jargon or misleading language, is a regulatory must.

• Independent - You are the right combination of ambitious and innovative, whilst able to work autonomously in a home-based position.

How will you contribute?

In the role of a customer support and sales advisor, you'll use your product knowledge and communication skills to resolve customer queries, build strong relationships, and introduce relevant products that meet their individual needs.

Your day will begin with logging into our automated call distributor system, where you will receive inbound calls from existing customers. Each interaction will require you to build rapport and demonstrate your ability to connect with customers to understand their needs. You'll engage in meaningful conversations and aim to deal with customers' queries or issues then and there, ensuring they feel valued and supported.

You will have the opportunity to work remotely (from home) or on a hybrid basis with some days in the office. Either way, you're not alone. You will be part of a supportive team that values your efforts and celebrates your success, fostering an environment where your contributions are recognised and appreciated. Whilst challenging, it is incredibly rewarding as you will have the opportunity to make a significant impact on the lives of our customers.

This position not only offers a competitive salary but also presents an excellent opportunity for individuals eager to advance their careers in sales and customer service, all within a supportive and rewarding atmosphere that encourages professional growth and development.

Shift Pattern:

Your shift patterns will rotate between our core opening hours of 8am and 8pm (Monday-Sunday).

You'll work 37.5 hours per week and you will have two 15-minute breaks and a full hour for lunch, allowing you to recharge and maintain your focus.

We'll provide all the equipment you need, but you must have broadband access.

What's Next?

At D&G we give you all the tools that you would need to have a fulfilling career. Every system, every process and every Partner is brought to life through a series of eLearning, Facilitator led sessions, Role Reality sessions, Call Listening and Call Taking exercises during the training period. This allows you, to fully embrace and understand what is required to succeed at D&G and to provide our customers, with the best outcomes.

The Benefits of joining Domestic and General

• Starting salary of 24,500.

• Average Bonus Earnings of 4,300 per annum, earned through a combination of strong sales performance, excellent customer service and call quality.

• Personal and Professional growth is encouraged, with Internal Mobility programmes providing networking opportunities and Leadership development programmes.

• Work-Life balance with a hybrid role / Health Cash Plan / Instant discounts / the new credit building tool / Salary Finance Loans / electric vehicle leasing / long service awards

Disclaimer

CCA Recruitment Group is an employment agency with a legitimate interest in providing work finding services. Please be advised that by submitting your CV to CCA Recruitment Group, directly or via any of our job advertisement platforms, and all telephone calls may be recorded for training and auditing purposes, your personal data will be held on our secure internal CRM system indefinitely. The personal data contained therein will not be shared with any third parties without your express consent. As an individual, you have the right to withdraw consent at any time. Following a period of 10 years inactivity your CV will be deleted permanently from our database.

• Respond to customer inquiries via phone, email, and chat in a timely and professional manner.
• Diagnose and resolve customer issues, escalating complex problems to senior staff or relevant departments when necessary.
• Provide detailed product information and guidance to customers.
• Maintain accurate records of customer interactions and resolutions in the CRM system.
• Identify opportunities to improve customer service processes and workflows.
• Contribute to the development of customer support knowledge base and FAQs.
• Achieve key performance indicators related to customer satisfaction and resolution times.
• Build and maintain strong customer relationships through empathetic and effective communication.

• Previous experience in a customer service or helpdesk role is essential.
• Excellent verbal and written communication skills.
• Strong problem-solving abilities and attention to detail.
• Proficiency in using CRM software and helpdesk ticketing systems.
• Ability to remain calm and professional under pressure.
• A passion for delivering outstanding customer service.
• Flexibility to work a rotating schedule, including some evenings and weekends, as required by business needs.

• Respond to customer inquiries and resolve issues promptly and professionally via multiple channels (email, phone, chat).
• Troubleshoot technical problems, identify root causes, and provide effective solutions.
• Guide customers through product features, functionalities, and best practices.
• Document customer interactions, issues, and resolutions in the CRM system.
• Escalate complex issues to relevant internal teams (e.g., technical support, product development) when necessary.
• Contribute to the creation and maintenance of a comprehensive knowledge base.
• Provide feedback to the product team on customer pain points and feature requests.
• Maintain a high level of customer satisfaction through efficient and effective support.
• Adhere to company policies and support service level agreements (SLAs).
• Continuously improve product knowledge and support skills.

• Previous experience in customer service or technical support, preferably in a software or tech environment.
• Excellent communication, listening, and interpersonal skills.
• Strong problem-solving and analytical abilities.
• Proficiency in using CRM software and support ticketing systems.
• Ability to explain technical concepts clearly and concisely to non-technical users.
• Patience, empathy, and a customer-centric mindset.
• Self-motivated and able to work effectively independently in a remote setting.
• High school diploma or equivalent; further education or certifications in customer support are a plus.
• Reliable internet connection and a dedicated workspace conducive to remote work.

• Lead, manage, and motivate a team of customer support representatives to achieve performance goals.
• Oversee daily operations of the customer support function, ensuring efficient and effective service delivery.
• Provide coaching, training, and performance feedback to team members to foster professional growth.
• Handle escalated customer inquiries and complex issues, ensuring timely and satisfactory resolutions.
• Develop and implement customer service policies, procedures, and best practices.
• Monitor key performance indicators (KPIs) such as response times, resolution rates, and customer satisfaction scores.
• Analyze customer feedback and support data to identify trends and areas for improvement.
• Collaborate with other departments to resolve customer issues and improve overall customer experience.
• Maintain a comprehensive knowledge base of products and services.
• Ensure adherence to company standards and service level agreements (SLAs).

• Proven experience in a customer service role, with at least 1-2 years in a leadership or supervisory capacity.
• Excellent communication, interpersonal, and problem-solving skills.
• Strong understanding of customer service principles and best practices.
• Experience in coaching and developing team members.
• Ability to handle difficult customer situations with professionalism and empathy.
• Proficiency in using customer support software and tools (e.g., ticketing systems, CRM).
• Strong organizational and time management skills.
• Ability to work effectively in a team environment.
• Experience within the (Industry of the client - e.g., Tech, Retail, Finance) sector is a plus.

• Respond to customer inquiries and resolve issues promptly and professionally across various communication channels.
• Provide technical assistance and guidance on product usage.
• Document customer interactions, feedback, and issues accurately in the CRM system.
• Identify and escalate complex issues to appropriate internal teams.
• Contribute to the knowledge base by creating and updating support articles.
• Maintain a high level of customer satisfaction through effective problem-solving.
• Adhere to company policies and procedures for customer support.
• Collaborate with team members to share best practices and improve support processes.
• Proactively identify opportunities to enhance the customer experience.
• Meet individual and team performance metrics for response times and resolution rates.

• Proven experience in customer service or a similar support role.
• Excellent written and verbal communication skills.
• Strong problem-solving and active listening abilities.
• Patience, empathy, and a customer-centric approach.
• Proficiency with CRM software and helpdesk ticketing systems.
• Ability to work independently and manage time effectively in a remote environment.
• Reliable internet connection and a suitable home office setup.
• High school diploma or equivalent required; further education or certifications are a plus.