Customer Service Representative - Blended / 1st Line Responder | Shaw Onsite

About the role

We are looking for a Customer Service Call Handler – 1st Line Responder to be the first point of contact for customers.

Your role is to understand what the customer needs and, wherever possible, resolve their enquiry there and then.

You will join a close-knit team responsible for handling incoming enquiries across phone and live chat.

This isn't a script-reading role. We are looking for someone who takes ownership of customer enquiries, thinks beyond the immediate question and genuinely wants to find the right answer. You will treat each customer as an individual, not just another call or ticket to close.

Key responsibilities

• Answering incoming customer enquiries by phone and live chat, aiming to resolve them at the first point of contact wherever possible.

• Taking ownership of customer queries and following them through rather than unnecessarily passing customers between departments.

• Providing a personal, helpful and professional service, taking the time to understand what each customer actually needs.

• Building strong working relationships with colleagues across the business so you know where to go when you need information or a second opinion.

• Finding information quickly and accurately when you don't immediately know the answer.

• Sharing useful information and learning with the wider team to improve knowledge and increase first-time resolution.

• Keeping clear, accurate records of customer interactions and any required actions.

Qualifications

• Previous experience in a customer service, call handling, contact centre or similar customer-facing role.
• A natural problem-solving approach and a preference for finding the answer rather than simply passing an enquiry on.
• Excellent verbal and written communication skills, with a clear, warm and confident approach.
• The confidence to build relationships with people across different departments and pick up the phone to a colleague when you need their help.
• A calm and resilient approach when dealing with busy periods or more challenging customer conversations.