Customer Service Representative

Middlesbrough | Full-time | Training Provided

Role: Customer Service Representative

You are the sort of person people naturally turn to when something goes wrong because you stay calm, listen properly, and focus on finding a fix rather than placing blame. You take pride in being dependable, clear in your communication, and thorough enough to see an issue through to the end.

If you want a steady, full-time role in Middlesbrough where your patience, clear communication, and practical problem-solving skills make a real difference to everyday operations, this position will suit you well. We are strengthening our regional support operations and need a reliable Customer Service Representative to join our local team and look after our growing customer base.

Everyday Customer Support Duties

In this role, you will be the primary link between our business and our customers, ensuring enquiries are handled accurately and efficiently. Your daily responsibilities will include:

• Answering incoming customer calls, emails, and account enquiries in a polite, professional manner.
• Asking targeted questions to diagnose customer issues and understand what resolution is required.
• Accessing account records, tracking systems, and delivery databases to check status updates.
• Providing clear, accurate information regarding account details, service terms, and order schedules.
• Managing customer complaints calmly and constructively to find fair, practical solutions.
• Logging enquiry details, action steps, and outcomes precisely in our central CRM software.
• Following up on ongoing cases to make sure promised actions are completed on schedule.
• Communicating with internal logistics and administrative teams to resolve more complex queries.

What We Look For in Candidates

We value clear communication, patience, and a helpful, level-headed mindset far more than years of contact-centre background. We are looking for:

• Excellent verbal and written English, with a clear and professional telephone manner.
• Good listening skills and the ability to stay composed under pressure or during difficult calls.
• Methodical personal habits when recording account details and tracking case notes.
• Comfort navigating desktop software, customer databases, and standard office applications.
• A practical, solution-oriented mindset when addressing day-to-day customer challenges.
• Previous experience in customer service, retail, hospitality, contact centres, or administrative roles is a plus, but not essential as full training is provided.

Guidance, Coaching & Career Growth

We make sure you feel fully supported, trained, and confident before taking on customer cases independently.

Your onboarding begins with practical side-by-side training with an experienced colleague, introducing you to our software platforms, account workflows, and resolution standards. Through regular one-to-one coaching sessions, you will review recent customer interactions and receive practical feedback to help refine your technique. As your system knowledge and confidence grow, you will have opportunities to handle escalated cases, assist in onboarding new starters, and specialize in core support areas.

Rewards & What We Offer

• Competitive base salary
• Performance-based bonuses linked to service quality metrics
• Complete initial onboarding and ongoing software systems training
• Regular one-to-one coaching and practical skills feedback
• Practical experience using modern customer management tools
• Team social events and group incentives
• Formal recognition for high customer feedback and consistent work ethic
• Clear internal pathways to take on broader support and coordination roles

How to Apply

If you would like to join our Middlesbrough support team and bring your communication skills to a steady customer service role, please send us your CV with up-to-date contact details. We review applications regularly and will contact suitable applicants for an initial phone chat.

Pay: £14.00-£16.00 per hour

Benefits:

• Casual dress
• Free parking
• On-site parking

Work authorisation:

• United Kingdom (required)

Work Location: In person