Job title: Senior Customer Service Agent
Salary: £26,000 p/a
Location: Nottingham (3 days a week in the office, 2 days WFH – Monday to Friday)
Benefits: Private Healthcare, Pension, 25 days holiday rising to 30 over 5 years, Group Life Insurance, Income Protection, Gym Discounts, Free Fuel Fridays, Employee of the Quarter, Employee Referral program and many more
Are you an experienced customer service professional ready to step into a more senior role where your expertise truly makes an impact?
We’re looking for a confident and proactive Senior Customer Service Agent to join a dynamic and growing team in Nottingham. This role is ideal for someone who thrives in a fast-paced environment, takes ownership of complex queries, and enjoys being a go-to person within the team.
Join XMA - a leading UK technology solutions company partnering with the biggest names in the industry. Established in the 80’s, XMA has grown to become one of the top ten largest value-added resellers in the UK. Today, we’re an independent UK company with full geographic coverage – and our skilled workforce serves a diverse customer base across the public and private sector. We win awards for our ability to help organisations and users achieve more with technology. We specialise in realising individual ambitions to transform and evolve. We consult, define, adapt and deliver on real-life outcomes. We collaborate closely to bring that positive impact home.
Key responsibilities: Senior Customer Service Agent
As a Senior Customer Service Agent, you’ll play a pivotal role in delivering an exceptional customer journey while supporting the wider team with your experience and knowledge.
You’ll be trusted to:
Manage high volumes of inbound calls and emails with professionalism and efficiency
Take ownership of more complex or escalated customer queries
Handle complaints with confidence, empathy, and resolution-focused thinking
Accurately log, update, and manage cases within the ticketing system
Maintain detailed internal records and trackers
Escalate urgent matters appropriately and liaise with internal departments
Support continuous improvement by identifying recurring issues or process gaps
Your experience will help ensure customers receive not just answers - but a seamless, positive experience every time.
Requirements: Senior Customer Service Agent
Proven experience within a busy customer service environment
Confident handling complaints and escalations
Strong administrative and organisational skills
Excellent written and verbal communication
Ability to prioritise effectively and manage multiple cases
Comfortable using CRM/ticketing systems and maintaining accurate data
A calm, solutions-focused approach under pressure
Working Pattern:
7.5 working hours per day + 1-hour lunch
Shifts between 8:00am – 6:00pm
No weekend work
Office-based during training
Hybrid model after training (3 days office / 2 days home)
We’re proud to be recognised as a Disability Confident Level 3 Employer—the highest level in the UK Government’s scheme. This reflects our ongoing commitment to fostering an inclusive, supportive culture where everyone has the opportunity to thrive. Through our inclusive recruitment practices, we ensure that individuals with disabilities are given fair and equal access to opportunities within our organisation. As part of this commitment, we participate in the Guaranteed Interview Scheme, which offers an interview to any candidate with a disability who meets the essential criteria for the role.
We will ensure that individuals who have a disability are provided reasonable accommodation, to enable full participation in the job application and interview process. If you have any such requirements, please do not hesitate to contact us on our email which is (url removed), we will be happy to action your requests.
Keywords: Senior Customer Service, Senior Customer Service Agent, Advisor, tickets, CRM, Administration, Administrator, case management