Customer Service Representative

London | Customer Service Representative | Full-time | 37.5 hours per week

You are the person people turn to when something goes wrong because you listen properly and stay patient while working out a solution. Where others might get frustrated by a confused customer or a tricky issue, you naturally focus on asking the right questions, finding the answer, and making sure the person leaves the interaction genuinely satisfied.

If you are looking for a reliable customer service role in London where clear communication, empathy, and practical problem-solving are valued every day, this full-time position will suit you well. We are expanding our London support team and need a dependable Customer Service Representative to handle incoming enquiries, resolve customer issues, and maintain high support standards across our channels.

Daily Support Responsibilities

Working as part of our frontline customer support team, your day-to-day duties will include:

• Answering incoming customer enquiries via phone, email, and live chat in a professional manner.
• Listening carefully to customer issues to identify root causes and provide accurate, practical solutions.
• Updating customer account records, interaction logs, and support tickets accurately in our system.
• Following up on open cases to ensure resolutions are delivered within agreed timeframes.
• Guiding users step-by-step through standard account procedures, order tracking, and service information.
• Escalating complex or technical issues to specialist internal teams with detailed notes.
• Identifying recurring customer queries and sharing feedback with team leads to help improve processes.
• Maintaining a calm, empathetic tone during challenging conversations to de-escalate frustration.

What We Look For

We place far more value on patience, active listening skills, and a helpful mindset than on a long background in call centres. We look for:

• Clear, articulate spoken English and polite, accurate written communication.
• A calm, patient manner when helping people who are confused or upset.
• Good attention to detail when recording customer details and ticket notes.
• Comfortable typing speed and basic computer literacy to navigate support databases.
• High personal standards regarding shift punctuality, attendance, and team reliability.
• Previous experience in customer service, retail, hospitality, call centers, reception, or administration is a plus, but not essential as full training is provided.

Onboarding & Skills Coaching

We make sure you receive complete, structured support so you feel confident handling customer queries independently.

Your training begins with hands-on guidance covering our core services, support software, and communication standards. You will shadow experienced team members on live tickets before handling incoming queries with direct supervision. Through regular one-to-one coaching, you will receive constructive feedback on your query resolution and communication style. As your product knowledge deepens, you will take ownership of complex accounts, assist with floor support, and progress into senior support lead roles.

Included Package

• Competitive base salary
• Enhanced pay rates for weekend shifts
• Performance-based bonuses linked to customer satisfaction and response quality
• Full initial training covering support tools, communication techniques, and service systems
• Regular one-to-one coaching and continuous skill progression
• Practical experience handling diverse customer cases in a central London team
• Team social events and group incentives
• Formal recognition for high customer satisfaction and quality scores
• Clear internal pathways to progress into senior support and team lead positions

How to Apply

If you want to bring your problem-solving skills to a supportive London customer service team, please submit your CV along with your up-to-date contact details. We review applications regularly and will contact suitable candidates for an initial phone chat.

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