What Jobs are available for Customer Service in Trowbridge?

• Between £32-38,000 per annum plus potential bonuses
• 40-hour week Monday to Saturday with alternate weekend working discussed further on application.
• Opportunity for hybrid working arrangement.
• Fantastic long-term career prospects with a significantly expanding company where you have a genuine role in their growth and development. 

• Manage and respond to customer queries, feedback, and complaints in line with company policy.
• Maintain and execute the warranty process. Registering vehicles, processing claims, and coordinating with warranty providers.
• Monitor and manage online reviews across Google, AutoTrader, and other platforms; ensure timely and professional responses.
• Maintain accurate records of all customer interactions, warranty claims, and complaint resolutions.
• Support the finance and compliance teams with documentation and reporting for FCA/Consumer Duty compliance.
• Update CRM systems and manage customer data accurately.
• Prepare vehicle handover documentation and coordinate delivery or collection as required.
• Assist with customer follow-up to encourage positive reviews and repeat business.
• Provide weekly reports on customer satisfaction, complaints, and warranty activity.

• Between £32-38,000 per annum, pending experience. 
• Bonus opportunities linked to reviews, complaint resolutions, and warranty performance. 
• 28 days annual holiday allowance.
• Opportunity for a hybrid working arrangement, discussed further on application. 
• State-of-the-art working environment in a brand new purpose-built showroom. 
• Full in-house training provided.
• Company pension scheme.
• Staff vehicles purchase discount scheme. 
• Fantastic long-term career prospects with a significantly expanding company where you have a genuine role in their growth and development. 
• 40-hour week, Monday to Saturday with alternate weekend working shifts. 

• Respond to customer inquiries via multiple channels (phone, email, live chat) in a timely and professional manner.
• Resolve customer complaints and issues effectively, escalating when necessary.
• Process customer orders, returns, and exchanges accurately.
• Provide product information and recommendations to customers.
• Maintain accurate records of customer interactions and transactions.
• Identify opportunities to improve the customer experience.
• Collaborate with internal teams to address customer needs.
• Adhere to company policies and procedures.
• Contribute to a positive and supportive remote team environment.

• Proven experience in a customer service or contact center role.
• Excellent verbal and written communication skills.
• Strong active listening and problem-solving abilities.
• Proficiency with CRM software and help desk systems.
• Ability to work independently and manage time effectively in a remote setting.
• High school diploma or equivalent; further education is a plus.
• A positive attitude and a customer-first mindset.
• Reliable high-speed internet connection and a suitable home office setup.

Key Responsibilities:

Qualifications:

Skills:

What We Offer:

• Location: Steepleton, Tetbury
• Hours : Part-time, 20 hours week (rota to be confirmed but to include some weekend working)
• Salary: £14,857 + enhanced benefits

We are Lifestory, a vibrant business who are proud to design, build, and create beautiful high-quality homes with a focus on independent later living for the over 60's, we have an exciting new opportunity for a Lifehost to join us on a part time basis at our beautiful Steepleton development in Tetbury.

About the role
Internally we call our Customer Service & Facilities Assistants 'Lifehosts' as it's a varied role that includes a mixture of face to face customer service as well as ensuring we are fully compliant with everything relating to the health & safety of our development.
There is no such thing as a typical day as a Lifehost but you could get involved with some or all of the following:

• General customer service and being the point of contact for our owners and tenants
• Regular checks including fire alarm testing, water flushing and emergency light testing
• Working alongside our internal teams including Sales, Development and Completions
• Facilitation of external contractors
• Ensuring that the Health & Safety requirements of each development are met
• Help with the move in process with our customers to ensure they have a great start within our developments
• Organise events and activities for our customers, creating a wonderful community
• Dealing with any emergencies quickly and calmly
• Build lasting relationships with our homeowners and their families

You’ll be our ‘person on the ground’. The one who makes sure everything is ready for move-in day, ensures an effective maintenance service is provided, keeps the records and the events diary up to date and lets us know what’s happening.
Building a strong community for our homeowners and tenants is an integral part of what we offer so you'll be involved in organising social events and a strong local knowledge will be an advantage.

About you
We are looking for an intuitive personable person whose flexible approach, warmth, and insight enables them to build relationships with all of our owners in the development. You’ll be used to talking to people and using your instinct to go the extra mile. You will use a variety of internal systems and reporting tools so strong IT skills are essential.

• Professional and highly organised
• Proactive approach and can-do attitude
• In-person customer service experience
• Excellent communication skills
• Ability to use initiative
• Strong IT skills - knowledge of Google Workspace is advantage
• Experience of facilities/property with a knowledge of health & safety will be an advantage
• Please note this position is subject to an enhanced DBS check.

Our benefits & rewards
This is a part time role working 20 hours per week (hours to be agreed) on a rota which will include some weekend working, this will be discussed further at telephone screening but we do have some flexibility to suit the right candidate.

Employees also enjoy a wealth of benefits, including:

• Enhanced annual leave + holiday buying scheme
• Health cash plan
• Virtual GP
• Contributory pension scheme with additional employer contribution
• Discounts portal, GymFlex, Cycle2Work scheme and paid volunteering days
• Refer a friend scheme and access to internal opportunities

If you are looking for a varied, rewarding role and have the skills and experience we are looking for then apply today, we'd love to hear from you!
As an equal opportunities employer, we are committed to the equal treatment of all current and prospective employees and we do not condone discrimination on the basis of age, disability, sex, sexual orientation, pregnancy and maternity, race or ethnicity, religion or belief, gender identity, or marriage and civil partnership.

We aspire to have a diverse and inclusive workplace and strongly encourage suitably qualified applicants from a wide range of backgrounds to apply and join us. 

• Respond to customer inquiries via phone, email, and chat in a timely and professional manner.
• Diagnose and troubleshoot technical issues related to software, hardware, and services.
• Provide clear and concise solutions to customer problems, escalating complex issues when necessary.
• Document all customer interactions, issues, and resolutions in the CRM system.
• Maintain a high level of product knowledge and stay updated on new features and updates.
• Assist customers with account management, billing inquiries, and general product usage.
• Identify recurring issues and provide feedback to the product development team for potential improvements.
• Contribute to the creation and maintenance of knowledge base articles and FAQs.
• Build rapport with customers, fostering loyalty and satisfaction.
• Meet and exceed key performance indicators (KPIs) related to customer satisfaction, response times, and resolution rates.
• Collaborate with internal teams to ensure seamless customer support.

• Previous experience in a customer service or technical support role is essential.
• Strong technical aptitude and ability to understand and explain technical concepts.
• Excellent communication, active listening, and problem-solving skills.
• Patience, empathy, and a customer-centric approach.
• Proficiency in using CRM software and helpdesk ticketing systems.
• Ability to multitask and manage time effectively in a fast-paced environment.
• Experience with (Specify relevant software/product type, e.g., SaaS platforms, hardware diagnostics) is a plus.
• High school diploma or equivalent; further education or certifications are advantageous.
• A genuine passion for helping people and resolving issues.

• Provide first-line technical support to customers via multiple channels, including email, live chat, and phone.
• Troubleshoot and diagnose software and hardware issues, guiding users through step-by-step solutions.
• Escalate complex issues to senior technical teams when necessary, ensuring clear documentation and follow-up.
• Maintain a deep understanding of our product suite, including features, functionalities, and common user issues.
• Document customer interactions, technical issues, and resolutions accurately within the support ticketing system.
• Contribute to the knowledge base by creating and updating support articles, FAQs, and troubleshooting guides.
• Identify trends in customer issues and provide feedback to the product development and quality assurance teams.
• Proactively engage with customers to ensure their needs are met and their experience is positive.
• Adhere to service level agreements (SLAs) and maintain high standards of customer service.
• Participate in team meetings and training sessions to enhance product knowledge and support skills.

• Proven experience in a customer service or technical support role, preferably within the technology sector.
• Strong understanding of common software and hardware troubleshooting techniques.
• Excellent communication (written and verbal) and interpersonal skills, with the ability to explain technical concepts clearly to non-technical users.
• Patience, empathy, and a customer-centric approach.
• Proficiency in using support ticketing systems (e.g., Zendesk, Intercom) and CRM software.
• Ability to multitask, prioritize, and manage time effectively in a fast-paced environment.
• A proactive learner with a keen interest in technology.
• Ability to work independently and as part of a remote team.
• Basic understanding of networking concepts is a plus.

• Lead, coach, and motivate a team of customer service and technical support representatives to achieve performance targets.
• Monitor team performance, providing regular feedback, conducting one-to-one meetings, and facilitating team training sessions.
• Ensure the team provides exceptional customer service, resolving inquiries and issues efficiently and effectively.
• Handle escalated customer complaints and complex technical issues, providing timely and satisfactory resolutions.
• Develop and implement strategies to improve customer satisfaction, first-contact resolution rates, and overall team efficiency.
• Analyze customer feedback and performance data to identify trends and areas for improvement.
• Collaborate with other departments, such as product development and sales, to address customer needs and feedback.
• Maintain up-to-date knowledge of the company's products and services to effectively support the team.
• Ensure adherence to company policies, procedures, and service level agreements (SLAs).
• Contribute to the recruitment and onboarding of new team members.

• Proven experience in a Team Leader or supervisory role within a customer service or technical support environment.
• 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.
• Technical aptitude and the ability to understand complex product features and troubleshooting steps.
• Experience with CRM software and customer support ticketing systems.
• Ability to analyze data and generate reports to track team performance.
• Excellent organizational and time management skills.
• Resilience and the ability to handle challenging customer interactions.
• Familiarity with the technology sector is a plus.

• Provide leadership and guidance to a remote customer service and technical support team.
• Act as the primary escalation point for complex customer issues, ensuring timely and effective resolution.
• Develop and deliver training programs for new and existing support agents.
• Create and maintain comprehensive documentation, including FAQs, troubleshooting guides, and knowledge base articles.
• Monitor team performance metrics (e.g., response times, resolution rates, customer satisfaction scores) and identify areas for improvement.
• Analyze customer feedback and support trends to proactively identify potential issues and propose solutions.
• Collaborate with product and engineering teams to relay customer feedback and advocate for product enhancements.
• Ensure adherence to company policies and service level agreements (SLAs).
• Foster a positive and collaborative team environment within a remote setting.
• Contribute to the development and implementation of customer support strategies.

• Proven experience in a customer service or technical support role, with at least 2 years in a lead or supervisory capacity.
• Strong technical aptitude and the ability to quickly learn and troubleshoot software or hardware issues (specify product type if applicable).
• Exceptional communication, interpersonal, and problem-solving skills.
• Experience in training and mentoring team members.
• Proficiency with customer support software (e.g., Zendesk, Intercom) and CRM systems.
• Ability to manage multiple priorities and work effectively under pressure.
• A customer-centric mindset with a passion for delivering excellent service.
• Experience working in a remote team environment is essential.
• Strong organizational skills and attention to detail.