Job Title: Lead Customer Service Representative
Function: Customer Service
Location: Newbury
Contract Type: Ongoing Temporary Assignment
Hours: Monday - Friday, rotating shift - 8:30am/4pm, 9am/5pm and 9:30am/5:30pm.
Pay Rate: £13.50 per hour
Company Overview
Our client is a global leader in medical technology, with a strong focus on employee engagement, career development and customer excellence. This is an exciting opportunity to be part of a forward-thinking, mission-driven organisation.
Position Summary
The Lead Customer Service Representative is a role within the customer service team, responsible for managing service-related customer requests, overseeing service contracts and mentoring junior team members. This position plays a key role in ensuring efficient and high-quality service support, contributing directly to the company's success in delivering value to providers.
Key Responsibilities
Manage repair and work orders, including coordination of equipment
Organise returns and collections, handle proof of delivery and pricing queries
Respond to incoming emails and phone calls professionally and promptly
Maintain proactive communication with internal and external customers
Investigate and resolve invoice and billing disputes
Log and follow up on issue resolution and customer feedback
Support colleagues across multiple service processes and technical areas
Collaborate with cross-functional teams on service-related matters
Mentor and assist in training junior customer service team membersRequired Qualifications & Experience
Essential:
Minimum 5 years' experience in customer service, order management, or technical support roles
Strong communication and relationship-building skills
Proven ability to adapt to various customer needs and challenges
Proficiency in Microsoft Excel, Outlook, and Word
Solid experience working with ERP systems
Preferred:
Additional education in a related field
Understanding of service and maintenance workflows
Knowledge of good documentation practices and retention policies
Experience resolving customer complaints independently
Working proficiency in EnglishKey Competencies
Calm and composed under pressure
Strong problem-solving and decision-making abilities
Ability to prioritise and organise workload independently
High level of customer focus and professionalism
Strong team collaborator
Self-motivated with a proactive, solution-oriented mindset
Lean thinking and continuous improvement orientationIf you're looking to take the next step in your customer service career with a role that combines responsibility, autonomy, and growth, we'd love to hear from you.
Adecco acts as an employment agency for permanent recruitment and an employment business for the supply of temporary workers. The Adecco Group UK & Ireland is an Equal Opportunities Employer.
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