Customer Support Representative

Customer Support Representative | Sheffield

Employment Details

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

Overview

If you are someone who listens closely when people explain a problem, naturally wants to find a practical solution, and stays calm when things get busy, you will fit right in with our team.

Based in Sheffield, we support customers daily through phone, email, and live chat. We are looking for a Customer Support Representative to join our team, help answer queries, and ensure every customer gets a clear, honest, and helpful response.

Key Responsibilities

• Answer incoming customer phone calls, emails, and live chat messages in a prompt and professional manner.
• Listen to customer enquiries, diagnose account or product issues, and explain solutions clearly.
• Process routine order updates, refunds, replacements, and account changes using our internal support systems.
• Track complex or unresolved issues, escalating them to senior team members when necessary.
• Keep accurate notes and records of all customer interactions on our CRM platform.
• Help customers navigate our website, product selections, and self-service options.
• Gather customer feedback and share recurring product queries with the wider operations team.

Candidate Profile

Previous customer service experience is a plus, but not essential as full training is provided. We welcome candidates with transferable backgrounds in retail, hospitality, administration, or university environments.

• Communication: Clear, polite, and confident spoken and written English.
• Patience & Empathy: A genuine interest in helping people and resolving issues calmly.
• Problem-Solving: A practical approach to troubleshooting basic technical or account queries.
• Organization: Ability to manage multiple support tickets and note down details accurately while talking.

Training & Growth

You will start with a comprehensive induction period led by our senior support supervisors. You will receive practical training on our ticketing systems, product catalogues, and communication guidelines, alongside regular 1-on-1 coaching to help build your confidence and communication skills over time.

Pay & Package

• Salary: £14-16/hour
• Working Hours: 37.5 hours per week (standard weekday office hours)
• Perks: Full structured training, regular feedback sessions, team social events, and opportunities to take on specialized tier-2 support responsibilities as you gain experience.

How to Apply

Please submit your CV along with your current availability. Applications are reviewed on a rolling basis.

Pay: £14.00-£16.00 per hour

Benefits:

• Free parking
• Gym membership
• On-site parking

Work authorisation:

• United Kingdom (required)

Work Location: In person