Customer Service Agent
Our client based near Waltham Abbey is currently looking to appoint a professional and empathetic Customer Service Agent to support their expanding team based in Waltham Abbey. This office-based position offers the opportunity to work directly with individuals, while delivering clear guidance and support throughout the process.
The role demands a high level of resilience, communication and negotiation skills, and emotional intelligence. Successful candidates will be adaptable, detail oriented, and capable of navigating evolving internal procedures and regulatory expectations.
The working hours for this role are 8.30am – 5pm Monday – Friday and attracts a salary of £25,000 - £26,000 depending on experience. Due to the location of our clients office, candidates should ideally have their own mode of transport.
Key Responsibilities
* Handle inbound calls from customers
* Make occasional outbound calls to follow up on unresolved queries
* Collect payments and process transactions accurately and securely in line with company policy
* Negotiate and agree appropriate arrangements, based on individual circumstances and established guidelines
* Provide customers with clear, consistent, and legally compliant information
* Manage difficult or sensitive conversations professionally, applying empathy and discretion while maintaining focus on resolution
* Identify signs of vulnerability and follow internal escalation protocols where necessary
* Maintain up to date and accurate case records by capturing and inputting detailed notes into the system
* Liaise with internal departments where appropriate
* Adapt to procedural updates and organisational changes in a timely and proactive manner
* Operate in line with all relevant legislation, regulatory standards, and internal policies, ensuring compliance and professional integrity at all times
Skills & Experience
* Excellent verbal communication and interpersonal skills
* Proven ability to manage challenging or sensitive customer conversations with empathy and professionalism
* Previous experience in a contact centre, or customer service role
* Strong attention to detail, particularly when recording notes and handling payments
* Ability to work both independently and collaboratively within a team environment
* Comfortable working in a structured and fast-moving operational setting
* Confident in adapting to new systems, processes, and policy updates
* Basic numerical competence and confidence discussing financial matters with customers
* Familiarity with relevant data protection principles and industry-standard compliance requirements
* A clear DBS and CCJ record is essential for this role