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
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