Customer Support Representative
Leicestershire
£31,140 p.a. pro rata
Part Time, 30 hours per week
Overview
The Customer Support team plays a critical role in ensuring customers receive timely, professional and effective resolution to their queries and issues.
Responsibilities
* Manage incoming customer complaints and issues, ensuring timely resolution
* Log, track and update all cases accurately within CRM systems
* Investigate root causes and support CAPA and non-conformance processes
* Communicate with customers via phone and email, providing regular updates
* Liaise with internal departments and external suppliers to resolve issues
* Support product investigations, including warehouse checks where required
* Raise credits, returns, replacement orders and corrective actions
* Produce monthly reporting and trend analysis for management review
* Identify process improvements through data and case analysis
* Maintain accurate records and ensure compliance with internal procedures
* Support HSE reporting including incidents, near misses and safety issues
Qualifications
* Previous experience in customer service, ideally handling complaints
* Strong communication skills with confidence dealing with customers and internal teams
* Experience using CRM systems (Sage/ERP experience advantageous)
* Strong problem‑solving ability with a methodical and analytical mindset
* High attention to detail with strong organisational skills
* Comfortable working in a structured process‑driven environment
* Proactive, resilient and able to manage competing priorities
Benefits
* 32 days annual leave (including bank holidays)
* Paid birthday day off
* Christmas shutdown period (no need to use annual leave)
* Hybrid working available following probation (subject to approval/rota)
* Employer pension contribution (4% with salary sacrifice scheme)
* Life assurance at 2x annual salary from day one
* Fully employer‑funded health cash plan (post probation) covering dental, optical, prescriptions, physio and more
* 24/7 digital GP access and Employee Assistance Programme from day one
* Retail discounts, cashback and wellbeing portal
* Discretionary annual bonus scheme
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