Customer Service Agent

About the Role

At Sortera, our Customer Service Agents play a vital role in delivering exceptional customer experiences and ensuring every interaction reflects our commitment to service excellence. As the first point of contact for many customers, you will provide professional, friendly and knowledgeable support while resolving queries efficiently and effectively.

The successful candidate will be customer-focused, organised and solution-driven, with the ability to build strong relationships and maintain high standards of communication across multiple channels.

Key Responsibilities

• Deliver a professional, friendly and responsive service to customers via telephone and email.
• Manage customer enquiries from initial contact through to resolution.
• Process bookings, collections, exchanges and amendments accurately and efficiently.
• Investigate and resolve customer issues, complaints and service queries.
• Liaise with internal departments and external suppliers to ensure customer requirements are met.
• Maintain accurate customer records and update relevant systems.
• Escalate complex issues appropriately and in a timely manner.
• Ensure Service Level Agreements (SLAs) and departmental targets are achieved.
• Support colleagues and contribute positively to team objectives.

Skills & Experience

Essential

• Excellent verbal and written communication skills.
• Strong problem-solving and decision-making abilities.
• Ability to manage multiple tasks in a fast-paced environment.
• Good attention to detail and organisational skills.
• Competent in Microsoft Office and customer management systems.
• Positive, professional and customer-centric approach.

Desirable

• Previous experience in a customer service, customer support or contact centre environment.
• Experience within waste management, construction, logistics or a service-based industry is advantageous.
• Knowledge of CRM or booking systems.

Personal Attributes

• Customer-focused with a genuine desire to help others.
• Professional, approachable and reliable.
• Strong empathy and emotional intelligence.
• Proactive and adaptable.
• Able to remain calm under pressure.
• Team player with a collaborative attitude.
• Demonstrates initiative and accountability.

Key Performance Indicators (KPIs)

• Customer satisfaction scores.
• Call and email response times.
• Accuracy of bookings and order processing.
• Compliance with company procedures and service standards.

What We Offer

• Full training and ongoing development.
• Career progression opportunities.
• Supportive and collaborative team environment.
• Competitive salary and benefits package.
• Opportunity to work within a growing and innovative organisation.

Location: Tottenham / Wimbledon
Reporting To: Customer Service Manager

Hours: 35 - 42hours per week (Shifts Vary – 1 shift pattern including alternate Saturdays)

Pay: £28,000.00-£32,000.00 per year

Benefits:

• Company pension
• Free parking
• On-site parking

Application question(s):

• Can you demonstrate strong verbal and written communication skills?

Language:

• English (required)

Work Location: In person