Customer Support Representative
Leicestershire
£31,140 p.a. pro rata
Part Time, 30 hours per week
* Are you looking to join a friendly, supportive team where you’re trusted to take ownership and genuinely make a difference to the customer experience?
* Want a role where every day brings variety, problem-solving and the satisfaction of turning issues into positive outcomes?
* Looking for a position where your communication skills and attention to detail are valued and you can really build your experience in a growing business?
The Company:
ER Recruitment are excited to be working with our client who are a well-established and growing business with a strong reputation for quality, service, and operational integrity. The Customer Support team plays a critical role in ensuring customers receive timely, professional and effective resolution to their queries and issues.
Role & Responsibilities of the Customer Support Representative:
* 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
About You as the Customer Support Representative:
* 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
Additional 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
Please note by applying for this role you give consent for ER Recruitment to retain your CV for up to 24 months for the purposes of assisting you to find your next role unless you notify us otherwise.
While we aim to get back to all applicants, if you do not receive a response within 7 working days then unfortunately your application has been unsuccessful on this occasion.
We are here to help with your career so please send a copy of your CV to us. If you know of anyone else who is looking for their next opportunity, please feel free to refer them to us or pass on our details.
We look forward to hearing from you