Job Description

Senior Customer Service Officer
Location; Cheltenham
£15.06 per hour 37 hours per week Temporary Contract ongoing

Are you an experienced customer service professional with a passion for delivering exceptional service and resolving complex customer enquiries? We are recruiting for a Senior Customer Service Officer to join a busy and fast-paced organisation based in Cheltenham. This is a varied and rewarding opportunity for someone who thrives in a customer-focused environment and enjoys supporting service improvements across a wider business function.

The Role
You will act as a key point of contact for customer enquiries, supporting complaint management processes, handling escalated issues and working closely with internal teams to deliver positive outcomes for customers.

Key Responsibilities

. Handle customer enquiries across a range of communication channels
. Take ownership of more complex and escalated customer queries
. Liaise with internal departments and external organisations to resolve issues efficiently
. Deliver a professional and customer-focused service at all times
. Support and coordinate corporate complaints and customer feedback processes
. Promote best practice in complaint handling and customer service
. Maintain and review customer behaviour and complaints policies in line with legislation and guidance
. Support wider service improvement initiatives across the organisation
. Manage the Personal Safety Register process and liaise with Health and Safety teams
. Prepare KPI data, compliance reports and governance information
. Maintain accurate records and update internal systems
. Support wider administrative and operational processes

What We're Looking For

. Previous experience within a customer service and administrative role
. Strong written and verbal communication skills
. Excellent organisation and time management abilities
. Confident using Microsoft Office applications, particularly Excel
. Experience using multiple IT systems and databases
. Strong attention to detail and accurate record-keeping skills
. Ability to remain calm and professional in challenging situations
. Flexible, adaptable and solution-focused approach
. Strong teamworking and relationship-building skills

Desirable Experience

. Experience using CRM systems
. Previous public sector experience
. Complaint handling and feedback management experience

Why Apply?
This is an excellent opportunity for a customer-focused professional to join a respected organisation where you can make a genuine impact on customer experience and service delivery.

Apply now, and a member of the Workforce team will be in touch to discuss the opportunity further.
Or simply call or email on:
P: (phone number removed)
M: (phone number removed)
E: (url removed)

CheltPro