Customer Service Representative

Customer Service Representative | Manchester

Work Details

• Hours: Full-time (37.5 hours per week, Monday – Friday)
• Location: Manchester

Introduction

If you are the type of person who naturally stays level-headed when someone is frustrated, takes pride in getting to the bottom of a problem, and feels genuine satisfaction when you turn a tricky situation into a positive result, this role will suit you well.

We operate a growing service center in Central Manchester supporting clients across the UK. We are looking for a Customer Service Representative to join our team, acting as the primary point of contact for customer enquiries and making sure every issue is handled with care and efficiency.

Role and Responsibilities

• Responding to incoming customer enquiries promptly across phone, email, and live messaging channels.
• Investigating customer account queries, billing questions, and order updates to find accurate solutions.
• Logging all customer communications, ticket notes, and resolution details accurately in our database.
• Escalating unresolved or technical matters to specialist teams while keeping the customer informed of progress.
• Assisting customers with account updates, payment processing, and administrative changes.
• Explaining service options and product features clearly to help customers get the most from our platform.
• Gathering customer feedback and sharing common themes during team meetings to help improve our services.

What We’re Looking For

Previous experience is a plus, but not essential as full training is provided. What matters most is your communication style, patience, and attention to detail.

We welcome applications from candidates with transferable experience in retail, hospitality, office administration, call centres, or university group projects.

• Communication: Clear, professional spoken and written English.
• Problem-Solving: Methodical approach to working through customer queries step by step.
• Empathy & Patience: Ability to listen attentively, remain supportive, and manage challenging conversations calmly.
• Computer Skills: Basic familiarity with standard office software and comfortable learning new internal systems.

Training and Progression

You won’t be thrown in at the deep end. We provide a structured induction to ensure you feel confident before handling queries independently:

• Comprehensive initial training on our customer systems, databases, and communication protocols.
• Regular 1-on-1 coaching sessions with team leaders to review case studies and sharpen your skills.
• Opportunities to specialize over time, such as taking on complex account escalations, quality assurance, or training new starters.

What We Offer

• Schedule: 37.5 hours per week (standard weekday hours)
• Package: Full practical training, quarterly team performance bonuses, regular social events, ongoing coaching, and clear internal progression paths.

How to Apply

Please submit your CV along with a short statement on your current availability. We review applications on a rolling basis.

Pay: £14.00-£16.00 per hour

Benefits:

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

Work Location: In person