Customer Service Representative

Location: Manchester

Role: Customer Service Representative (Full-time)

You are the kind of person who instinctively stays level-headed when someone is frustrated or confused. Rather than rushing to clear a call or pass a message down the line, you take the time to figure out what’s actually gone wrong and make sure the person on the other end feels genuinely heard and supported.

If you enjoy a practical, clear-cut role where your patience and problem-solving skills make a real difference to someone's day, this full-time position in Manchester will suit you well. We are expanding our regional operations and need a dependable Customer Service Representative to join our support team and deliver high-quality assistance across our account network.

Key Accountabilities

In this role, your primary focus will be handling incoming queries, untangling customer issues, and keeping account records accurate. Your daily duties will include:

• Answering inbound customer calls, emails, and account messages promptly and professionally.
• Investigating customer concerns to identify root causes and deliver straightforward solutions.
• Accessing account histories, tracking numbers, and billing logs using our internal software.
• Explaining service policies, order updates, and product details in clear, accessible terms.
• Handling sensitive or complex customer complaints calmly while keeping to agreed timelines.
• Updating central database records with precise notes following every customer interaction.
• Following up with external logistics partners or internal departments to resolve pending cases.
• Flagging recurring technical or service issues to senior team leads for broader resolution.

What We Look For

We care much more about your communication style, attention to detail, and natural empathy than a long resume of call-centre titles. We are looking for:

• Excellent verbal and written communication with a calm, polite, and reassuring manner.
• High attention to detail when entering records and tracking ongoing case details.
• A logical, solution-focused mindset when dealing with unexpected customer challenges.
• Comfort using desktop databases, email systems, and switching between operational tools.
• Strong punctuality, attendance, and a dependable attitude toward daily schedules.
• Previous experience in customer service, retail, hospitality, contact centres, or administrative roles is a plus, but not essential as full training is provided.

Skills Coaching & Progression

We make sure you feel fully supported and prepared before you start handling complex customer queries independently.

Your onboarding includes side-by-side training with an experienced colleague, guiding you through our database tools, customer communication standards, and system workflows. Through regular one-to-one coaching sessions, you will receive constructive feedback on your query handling and system efficiency to help build your confidence. As your operational knowledge develops, you will have opportunities to manage specialist escalation lines, assist with onboarding new team members, and take on broader project coordination tasks.

The Package

• Competitive base salary
• Performance-based bonuses linked to service quality metrics
• Complete initial systems onboarding and continuous operational training
• Structured one-to-one coaching and practical skills development
• Practical experience across modern customer management systems
• Team social activities and group incentives
• Formal recognition for high customer feedback and consistent reliability
• Clear routes to take on senior support and coordination roles

How to Apply

If you want to join a supportive support team in Manchester where your communication skills will be valued, please submit your CV along with your up-to-date contact details. We review applications regularly and will be in touch with suitable applicants for an initial phone discussion.

Pay: £14.00-£16.00 per hour

Benefits:

• Free parking
• Gym membership
• Health & wellbeing programme
• On-site parking

Work authorisation:

• United Kingdom (preferred)

Work Location: In person