What Jobs are available for Customer Service in Tunbridge Wells?

Customer Service Administrator - Up to £28k

• Salary: £8k per year

Hours

• Monday-Friday, 9am - 5pm (full time in the office)

Are you a dynamic and motivated insurance professional looking to take the next step in your career? We are on the hunt for a talented Customer Service Administrator to join our clients vibrant team in Haywards Heath This is your chance to be part of a leading insurance provider, where your contributions will make a real difference.

Why Join Our Client?

• Exciting Opportunities: Work in a fast-paced environment with a variety of clients and sectors.
• Supportive Culture: Collaborate with a team of passionate professionals who love what they do
• Career Growth: They believe in nurturing talent and providing clear paths for advancement.

The role of Customer Service Administrator - Up to 8k:

• Build and maintain strong relationships with clients, understanding their needs and providing tailored solutions.
• Develop and implement effective strategies to drive growth and profitability.
• Conduct thorough risk assessments and provide expert advice on coverage options.
• Collaborate with other departments to secure the best terms and conditions for our clients.
• Stay informed about industry trends, market conditions and regulatory changes to provide the best service possible.

The ideal Customer Service Administrator - Up to 8k:

• A minimum of 3 years of experience in Customer Service within an office.
• Strong communication and negotiation skills, with an ability to build rapport with clients.
• Proven ability to manage multiple accounts and deadlines effectively.
• A proactive approach to problem-solving and a keen eye for detail.

• Lead, coach, and motivate a team of customer service representatives to achieve individual and team goals.
• Handle complex customer inquiries and complaints, providing timely and satisfactory resolutions.
• Develop and implement customer service policies and procedures to enhance the customer experience.
• Monitor customer service performance metrics and identify areas for improvement.
• Train new and existing staff on product knowledge, service standards, and best practices.
• Analyze customer feedback and provide insights to relevant departments for service and product enhancements.
• Manage daily operations of the customer service department, ensuring adequate staffing and efficient workflow.
• Act as a liaison between customers and other departments to resolve issues effectively.
• Maintain accurate customer records and interaction logs.
• Contribute to the development of knowledge base articles and support documentation.
• Ensure compliance with company standards and regulatory requirements.
• Foster a positive and customer-centric work environment.

• Proven experience in a customer service role, with at least 2 years in a leadership or supervisory capacity.
• Excellent communication, interpersonal, and conflict-resolution skills.
• Strong understanding of customer service principles and best practices.
• Proficiency in CRM software and helpdesk ticketing systems.
• Ability to train and mentor team members effectively.
• Strong organizational and problem-solving skills.
• Detail-oriented with a commitment to accuracy.
• Experience in the (Specific Industry - e.g., Tech, Retail, Finance) sector is advantageous.
• Ability to work under pressure and manage multiple priorities.
• A passion for delivering exceptional customer experiences.

Key Responsibilities:

Qualifications:

Skills:

What We Offer:

Civica is the UK’s leading public sector software provider, with more than 22 years of sustained growth.

We’re developing and delivering the technologies that are transforming our vital public services, across Local Government, Central Government, Healthcare and beyond.

We work in partnership with Canterbury, Dover and Thanet Councils to provide services at a variety of East Kent locations. Civica is a ‘can-do’ organisation; honest about what we do and how we conduct ourselves – and always proud of our services and people. We strive for excellent and cost-effective service delivery.

Requirements

We are a busy Customer Service team, which is looking for people with strong communication skills and a commitment to providing a high standard of service to join our friendly team. We are looking for someone who is computer literate and committed to excellent customer service standards, to provide advice to customers about a range of Council Services. Although there is the potential for dealing with customers face to face, the role is pre-dominantly telephone based.

We would welcome applications from people looking to start their careers within Local Government, as well as those with experience. Full time hours are 37 per week. All our posts are open to job share and combinations of part-time hours, especially within Customer Services, where cover for the lunch periods would be helpful and may suit applicants with caring responsibilities.

All staff are expected to be flexible about which office location they will work from and would be based in either our Thanet, Dover or Canterbury offices and home based working

Essential requirements;

The successful candidates for all our positions need to demonstrate that they are self motivated and able to work well in a busy environment, both within a team and on their own. Ideally you will be have experience of working withing a contact centre environment. Although training will be given, we do need applicants to show they are experienced users of IT applications, specifically MS Office and have a track record of managing conflicting priorities and delivering targets effectively.

Ability to work from home as well as at one of our local offices

Although this role requires the ability to work from one of our local offices, the ability to work from home is also essential, so access to reliable broadband and a suitable workstation at home, including a private room from which to work with a desk or table and chair is a requirement of the role.

Studies have shown that certain underrepresented groups of people are less likely to apply for a job that they don’t 100% match. At Civica, we’re committed to building and maintaining an inclusive and supportive culture where diversity thrives, and all of our people excel.

So, if you like the sound of this opportunity but you don’t meet all of the requirements then please apply. You could be the perfect candidate for this or other opportunities within Civica.

Benefits

Life at Civica

• Blended working : less commuting, more time with your friends and family.

• ‘Investors in People’ – Gold : We prioritise the development of our colleagues to match their ambition.

• Financial Times - Diversity Leader 2022 : We’re committed to maintaining an inclusive and supportive culture.

• Top rated employer – Glassdoor: Our average length of service is 9 years.

• Societal Impact: Our solutions impact positive societal change, supporting local Authorities, Schools, Police forces, the NHS and numerous Central Government offices.

Building and maintaining an inclusive and supportive culture

Studies have shown that certain underrepresented groups of people are less likely to apply for a job that they don’t 100% match. At Civica, we’re committed to building and maintaining an inclusive and supportive culture where diversity thrives, and all of our people excel.

So, if you like the sound of this opportunity but you don’t meet all of the requirements then please apply. You could be the perfect candidate for this or other opportunities within Civica.

Mental Health Champions are here for you!

We have a team of Mental Health Champions working hard to change the stigma around Mental Health. We routinely run awareness workshops to ensure our colleagues better understand how Mental Health can impact your day to day life. We are available for support when you need it most and actively encourage our people to reach out to us.

Affinity Groups

Civica has different affinity groups in place, where people can share experiences and put forward their ideas, suggestions and recommendations to make Civica an even more inclusive organisation for everyone. Our groups are for anyone who wants to support and ally with that community and include: Early careers, accessibility, parents and guardians, wellness, LGBTQIA+, race and ethnicity and many more.

Civica is a Diversity Leader, ranked as one of the top European companies for workplace diversity and equality - Financial Times 2022.

Civica is committed to building and maintaining an inclusive and supportive culture where diversity thrives, and all of our people excel. We believe that diversity stimulates innovation, enables us to deliver better outcomes for people and communities, supports the growth of our people, and delivers great results for our customers. Civica recruit, promote and reward our people based on their contribution, regardless of gender, race, disability, religion/belief, nationality, ethnicity, sexual orientation, age or marital status.

• Handle inbound and outbound customer inquiries via phone, email, and chat.
• Provide exceptional customer service, addressing queries and resolving issues promptly and effectively.
• Manage and resolve complex customer complaints and escalations.
• Train and mentor new and existing customer service advisors.
• Assist in developing and updating customer service scripts and procedures.
• Analyse customer feedback to identify trends and recommend service improvements.
• Maintain accurate records of customer interactions and transactions.
• Contribute to team goals and KPIs related to customer satisfaction and resolution times.
• Ensure a consistent and positive customer experience across all touchpoints.
• Collaborate with other departments to resolve customer issues.

• Proven experience as a Customer Service Advisor or in a similar role.
• Experience in a senior or lead customer service position is highly preferred.
• Excellent communication, interpersonal, and active listening skills.
• Strong problem-solving and conflict resolution abilities.
• Ability to remain calm and professional under pressure.
• Proficiency in CRM software and customer service platforms.
• Experience with online retail environments is a plus.
• Ability to work effectively both independently and as part of a team.
• Strong organisational skills and attention to detail.
• Flexibility to adapt to changing priorities.

• Lead, coach, and motivate a team of customer service representatives to achieve individual and team performance goals.
• Oversee daily operations, ensuring efficient handling of customer inquiries via phone, email, and chat.
• Monitor customer service performance metrics, identifying trends and implementing strategies to improve key performance indicators (KPIs) such as response times, resolution rates, and customer satisfaction scores.
• Handle escalated customer issues, providing timely and effective resolutions.
• Develop and deliver training programs for new and existing team members on products, services, and customer service best practices.
• Conduct regular performance reviews and provide constructive feedback to team members.
• Contribute to the development and implementation of customer service policies and procedures.
• Foster a positive and collaborative team environment, promoting a customer-centric culture.
• Identify areas for process improvement and implement solutions to enhance efficiency and customer experience.
• Liaise with other departments to resolve complex customer issues and communicate customer feedback.
• Ensure compliance with company standards and service level agreements.
• Assist with scheduling and workload distribution to ensure adequate coverage.

• Proven experience in a customer service role, with at least 2 years in a supervisory or team lead capacity.
• Demonstrated leadership and coaching skills, with the ability to motivate and develop a team.
• Excellent communication, interpersonal, and active listening skills.
• Strong problem-solving and conflict-resolution abilities.
• Proficiency in customer service software and CRM systems.
• Ability to manage multiple tasks, prioritize effectively, and work under pressure.
• Knowledge of customer service best practices and industry trends.
• A passion for delivering exceptional customer service.
• Proficiency in standard office software (e.g., MS Office Suite).
• Experience in a hybrid work environment is beneficial.

At Zendbox, we are transforming the fulfilment landscape and are seeking a Head of Customer Service to build and develop a high-performing team from the ground up.  We’re scaling fast and looking for a Head of Customer Service who can build a world-class operation that sets the standard in our industry. This is a chance to shape the future of our customer experience in a growing, ambitious business.

The Head of Customer Service is responsible for leading a high-performance team and managing both our internal customer service function and outsourced bureau contact centre to deliver exceptional, end to end service for our external clients. This role is pivotal in ensuring seamless communication and support across all client touchpoints from initial contact through to final resolution. Acting as the voice of the customer within the business, they will develop and execute service strategies that drive quality, consistency, and operational efficiency. With a hands-on approach, they will oversee team performance, resource planning, and service delivery standards, while fostering a proactive, client centric culture that underpins long term partnerships and sustainable business growth.

Requirements

• Design and deliver a high-performing customer service strategy aligned with business goals.
• Liaise with external clients, implementing a solution where we can sell our contact centre services to existing customers
• Build, recruit, and scale a high-performing team with clear objectives and KPIs.  Leading and inspiring the team to create a proactive, customer-first culture.
• Drive customer satisfaction and retention by continuously improving service levels.
• Establish and oversee SLA adherence, ensuring efficient and timely resolution of customer queries.
• Partner with Sales, Operations, and Tech to escalate and resolve complex customer issues.
• Own the customer feedback loop—tracking sentiment, complaints, and opportunities for product or process improvements.
• Drive continuous improvement by analysing support ticket trends and root causes, and present findings and actions in leadership meetings.
• Maintain and optimise customer service systems, tools, and processes (e.g. ticketing, CRM, FAQs).
• Support onboarding of major clients by ensuring smooth handover to the service team
• Represent the voice of the customer in leadership discussions, ensuring their needs shape business decisions.
• Technology and systems review using AI and best-in-class software to improve customer experience, reduce the number of contacts, and make dealing with us frictionless.

• Implementing a solution where we can sell our contact centre services to existing customers
• Create and maintain a world-class customer service operation.
• Ensure all customer service KPIs are met or exceeded.
• Develop talent within the team to foster growth and accountability.
• Improve resolution times and customer satisfaction scores across channels.
• Drive inter-departmental alignment around customer needs.

• Proven leadership experience in a customer centric organization and the ability to lead and scale high-performing service team
• Strong understanding of customer service technology (e.g. ticketing systems, CRMs).
• Data-driven mindset with the ability to extract insights and act on them.
• Excellent communication, negotiation, and stakeholder management skills.
• Proactive, hands-on leader with a ‘can-do’ attitude.
• Scale up experience and experience of working with small teams essential
• Minimum 5 years in customer service roles, including 2+ years in management or strategic role.
• Ability to thrive in a fast-paced, high-growth environment.
• Strong planning, organisational, and prioritisation skills.

Benefits

• Competitive salary
• Career development opportunities and ongoing training
• On-site parking
• Supportive and collaborative work culture
• Paid Birthday leave
• Free food and drinks