We are recruiting a proactive and customer‑focused Customer Service Generalist to join a company’s UK Direct Business team. In this role, you will provide first‑class customer service to a diverse portfolio of customers.
You will act as a key point of contact for customers and internal teams, managing service requests, contracts, renewals, and calibration documentation while helping drive productivity across the Service Division.
What You Will Do
Receive, manage, and process requests from customers and colleagues across all communication channels.
Proactively and reactively escalate service work to meet agreed Service Level Agreements (SLAs).
Accurately qualify customer requirements using scripted questioning to reduce customer downtime.
Maintain regular customer contact, providing real‑time status updates on active work
Process maintenance contract amendments (premium and non‑premium), including invoicing and credit notes.
Handle inbound contract renewal queries and conduct renewal payment calls.
Work closely with field and office‑based teams to optimise productivity and scheduling.
Identify and schedule appointments that best align customer needs with available resources.
Manage purchase order requirements and related documentation.
Prioritise workload effectively to maximise resources while meeting service commitments.
Maintain accurate and confidential contract database records, including service agreements, preventative maintenance, calibration visits, invoicing, and confirmations.
Carry out any other reasonable duties aligned to your skills and experience, as directed by your team leader.
What We Are Looking For
A strong commitment to delivering high‑quality customer service and exceeding expectations.
A desire to learn, improve continuously, and share knowledge with others.
Ability to work calmly and effectively under pressure and to tight deadlines.
Highly organised with a methodical approach to planning and prioritisation.
Excellent written and verbal communication skills with both internal and external stakeholders.
A positive, motivated team player who can also work independently.
Strong workload ownership with the ability to multitask effectively.
Adaptable and quick to learn, using knowledge confidently in decision‑making.
Computer literate with a sound working knowledge of Windows‑based applications.
NVQ Level 3 in Customer Services (or equivalent) is advantageous
1–2 years’ experience in a similar role within a service‑driven, customer‑focused environment.
In return we can provide the opportunity to be part of a collaborative and supportive team where customer service, continuous improvement, and professional development are genuinely valued. This role offers variety, responsibility, and the opportunity to make a real impact on customer experience