Customer Service Assistant

Liverpool | Customer Service Assistant | Full-time

Hours: 37.5 hours per week

You are the person people naturally turn to when something goes wrong because you stay calm, listen properly, and focus on fixing the problem rather than making a fuss. Whether it's answering a tricky question or helping someone find their way through a confusing process, you get genuine satisfaction from turning a frustrating moment into a positive experience.

If you enjoy talking to people, answering everyday customer enquiries, and resolving issues face-to-face and over the phone, this full-time role in Liverpool is a great fit. We are strengthening our Merseyside customer support operations and need a grounded, attentive Customer Service Assistant to look after our visitors, handle daily enquiries, and maintain exceptional service standards.

Daily Service Responsibilities

Working directly alongside our customer care leads across our Liverpool site, your day-to-day duties will include:

• Staffing main customer service desks to assist visitors with general enquiries, directions, and account help.
• Answering incoming phone calls and live chat messages promptly, providing accurate, clear information.
• Handling customer concerns calmly and investigating account details to offer practical, fair solutions.
• Logging customer interaction notes and query outcomes accurately in our support management system.
• Assisting customers with service registration, form filling, and digital account navigation.
• Liaising with internal department leads to follow up on open customer requests and track resolution times.
• Keeping reception and customer enquiry areas clean, organized, and stocked with relevant guides.
• Gathering direct customer feedback and sharing practical suggestions during weekly team catch-ups.

Candidate Qualities We Look For

We place far greater weight on patient listening, clear communication, and personal dependability than on years of formal contact centre experience. We look for:

• A warm, polite communication style when speaking with customers face-to-face or over the phone.
• Active listening skills and a patient, steady approach when dealing with upset or confused visitors.
• Strong attention to detail when taking down information and logging customer account notes.
• Dependable personal habits regarding shift punctuality, attendance, and general workplace reliability.
• Comfort using standard desktop software, customer databases, and basic email tools.
• Previous experience in retail, customer service, hospitality, front desk administration, or university society support is a plus, but not essential as full training is provided.

Skills Preparation & Development

We ensure you are thoroughly prepared before handling customer requests independently, giving you complete confidence on every shift.

Your onboarding begins by pairing up with an experienced support team member to learn our enquiry systems, communication standards, and resolution workflows. Through regular one-to-one coaching sessions, you will receive constructive feedback on case handling, tone, and system navigation. As you gain familiarity with our service guidelines, you will take ownership of specific enquiry categories and have clear routes to progress into senior customer service and shift lead roles.

Benefits Package

• Competitive base salary
• Enhanced pay rates for weekend shifts
• Performance-based bonuses linked to customer satisfaction ratings and resolution accuracy
• Comprehensive initial training covering systems, communication standards, and service workflows
• Regular one-to-one coaching and continuous skill progression
• Practical experience working as part of a close-knit Liverpool customer service team
• Team social events and group incentives
• Formal recognition for outstanding customer feedback, attendance, and issue resolution
• Clear internal pathways to step into senior support and team supervisor positions

How to Apply

If you want to bring your problem-solving skills and helpful attitude to a supportive Liverpool team, please submit your CV along with your current contact details. We review applications regularly and will contact suitable applicants for an initial phone chat.

Pay: £14.00-£16.00 per hour

Benefits:

• Free parking
• Gym membership
• On-site parking

Work authorisation:

• United Kingdom (required)

Work Location: In person