Job Description

Deliver exceptional service and be the voice that customers trust every day!

Our Client has a requirement for a Customer Service Representative, who will be required to work on a 3 month contract basis in Keele/Hybrid.

Role Purpose:

Act as the first point of contact for customers, ensuring a high standard of service

Handle enquiries, troubleshoot service issues, and resolve queries efficiently

Deliver a positive customer experience across all communication channels

Support customer satisfaction and retention through professional interactions

Job Role Responsibilities:

Respond to customer enquiries via phone, email, chat, social media, and ticketing platforms

Provide accurate information on products, services, billing, and technical support

Manage customer orders, upgrades, cancellations, and account changes

Maintain detailed and accurate records within CRM systems

Investigate and resolve customer issues, liaising with internal teams where required

Escalate complex or unresolved issues appropriately

Follow up with customers to ensure resolution and satisfaction

Meet or exceed key performance metrics (e.g. call handling time, customer satisfaction, first-time resolution)

Contribute to continuous improvement of customer service processes

Stay updated on products, promotions, policies, and service changes

Experience / Skills / Knowledge / Qualifications:

Proven experience in a customer service role, ideally within utilities or telecoms

Excellent verbal and written communication skills

Strong problem-solving skills with a proactive approach

Technical understanding of FTTx products, ISP fibre broadband, router connectivity, switches, and IP addressing

Experience using CRM systems and maintaining accurate records

Ability to work flexibly within contact centre operating hoursCustomer-focused mindset with patience, empathy, and professionalism

Team-oriented with strong collaboration skills

Desirable:

Experience in telecoms or fibre-based services

Previous contact centre or customer service training

Experience within a service support environment

Familiarity with service desk/ticketing platforms

Sales or upselling experience

Proficiency in CRM systems and digital communication tools

Qualifications:

Customer Service experience

NVQ Level 3 in Customer Service (or equivalent)

Benefits:

Opportunity to gain experience within a dynamic customer service environment

Exposure to telecoms and technical support operations

Supportive team environment focused on service excellence

Potential for skill development and progression

Company Information

At First Recruitment Group we understand just how important it is to secure the right people. That is why our Recruitment Consultants always take the time to understand requirements in detail and offer sound advice to both clients and candidates.

We actively recruit at all levels and this is a superb opportunity for a Customer Service Representative looking for new employment.

As part of putting people first, we strive to be an equal opportunities employer and we are always looking to increase the diversity of our workforce, working closely with our clients to ensure everyone is included