Customer Service Representative Location : Whitley, Coventry Contract Type : 12-month contract Inside IR35 – Hybrid role Rate : £21.88 per hour (Umbrella PAYE) Role Overview : We are seeking an experienced Customer Service Representative to join our team on a 12-month contract, based at Whitley, Coventry site. This role focuses on delivering high-quality post-sale customer service and support to both business and end-consumer customers and is not sales-target driven. You will act as a knowledgeable and trusted point of contact, delivering effective solutions and ensuring a consistently high standard of customer service. You will be part of a large, fast-paced, and energetic team, managing both inbound and proactive contact with customers, retailers, and third parties on a daily basis. Full training will be provided on systems and processes Key Responsibilities of the Customer Service Representative: Deliver exceptional customer support, acting as a key point of contact and resolution Manage inbound and outbound customer contact across phone, chat, email, social media, and written channels Build rapport with customers and stakeholders, aiming for first-contact resolution where possible Handle complaints and apply goodwill decisions in line with policy Maintain accurate customer records and ensure data quality and compliance Work collaboratively with internal teams and third parties to resolve queries Identify opportunities for service and process improvement to enhance customer experience The ideal Customer Service Representative : Customer-focused with a strong commitment to service excellence Experienced in handling high volumes of customer queries in a fast-paced environment Confident decision-maker with strong problem-solving skills Excellent written and verbal communication abilities Technically confident, able to navigate multiple systems Highly organised, detail-oriented, and numerate Resilient, energetic, and effective under pressure A collaborative team player with strong time management skills Working Pattern – Hybrid Training & induction: The initial 3–4-week induction and training period will be fully office-based, requiring attendance 5 days per week at the Whitley site. Hybrid working (post-training): Subject to individual performance and Trainer/Team Leader sign-off, the role will transition to hybrid working: 2 days per week on site (typically Tuesday and Wednesday) 3 days per week working from home This role offers a great opportunity to join a well-established organisation on a long-term contract, with structured onboarding and hybrid flexibility once fully trained. Join Us in Delivering Outstanding Customer Experience This is an opportunity to join a respected global organisation where customer service plays a vital role in supporting high-quality products and services. If you take pride in delivering excellent customer support, enjoy problem-solving, and want to be part of a professional, customer-focused team, we’d love to hear from you. Apply today to take the next step in your customer service career. All applications will be treated in the strictest confidence. Please note This Customer Service Representative role is deemed inside of IR35. The Umbrella Pay Rate offered is inclusive of the Assignment pay rate, holiday pay and Apex Recruitment’s contribution towards Employer Costs.