Hybrid Customer Service Representative

Description

Hybrid Customer Service Representative | Northampton | £25'000 - £27,000 + Benefits

(initially 5 days onsite until completion of probation) following probation 2 days working from home and 3 days office based!

Shifts: 8am-5pm and 10am-7pm | 1 in 4 Saturdays (with a weekday off in lieu)

We're looking for a Customer Service Representative to join a dynamic and passionate team. This is more than a customer service role, it's about becoming the trusted voice behind complex and high-level customer concerns, delivering resolution and reassurance when it matters most.

Customer Service Representative responsibilities:

You'll be at the forefront of customer advocacy, supporting individuals through some queries.

Handling customer queries with ownership, compassion, and precision.

Listening carefully to get to the heart of each issue not just what went wrong, but why it matters.

Crafting fair, empathetic resolutions that reflect our values and build long-term trust.

Collaborating with internal teams (legal, logistics, finance) to ensure every angle is covered.

Representing the business in external conversations with professionalism and integrity.

Documenting each case thoroughly to support continuous learning and service improvement.

Identifying recurring themes and helping shape better systems and experiences across the business.

Customer Service Representative requirements:

A natural ability to connect with people and see the human behind every complaint.

Calm under pressure, especially in emotionally charged situations.

First-class written and verbal communication, always clear, professional, and personable.

Sound judgement, you know how to balance what's right for the customer with what's right for the business.

Prior experience in a customer-facing or complaints-handling environment (retail, hospitality, etc. a bonus).

Confidence using CRM tools and tech to manage and track case progress.

A problem-solver's mindset, always looking for better, not just "fixed."

You'll be joining a fast-growing, customer-first business that empowers its people to own their roles, speak up with ideas, and grow their careers in a supportive, down-to-earth environment.

If you believe customers deserve not just solutions but exceptional experiences, we want to hear from you, Apply today!

BBBH34187

Remote working/work at home options are available for this role.

Ad ID: 5416917080