Customer Service Representative

Contract type:
Full Time, 6 Month Contract

Location:

Crayford, DA1 4QX
(Role will be hybrid after successful completion of probation 1-2 days from home) Hours a week: 35 hours, Monday to Friday Salary/Hourly rate: £24,000

As a Customer Service Representative, you will provide exceptional service by liaising with both internal teams and external customers. Your role involves resolving queries efficiently within SLAs, maintaining high standards of quality, and meeting departmental and personal KPIs. Key responsibilities include delivering high-quality customer service, addressing financial and operational issues, and adhering to company procedures and GDPR practices. You will use customer portals to provide accurate quotes, support Account Managers, suggest process improvements, and build strong relationships across the business.

Additionally, you'll inform customers of account changes, resolve complaints, and promote Restore Portal and other products/services.

• Deliver high-quality customer service, focusing on the customer experience with Restore
• Resolve queries within customer and company SLAs, including financial and operational issues
• Achieve individual and team KPIs, seeking improvement opportunities
• Follow company procedures and GDPR practices
• Use customer portals and provide accurate quotes based on valid agreements
• Assist with queries when Account Managers are unavailable and support departmental needs
• Suggest improvements to enhance the customer journey and processes
• Build and maintain key working relationships across the business
• Inform customers of account changes and resolve complaints
• Promote the Restore Portal and other products/services

• Previous experience in a fast‑paced customer‑focused environment
• Commitment to excellent customer service with a positive attitude
• Strong communication skills, both written and verbal
• Excellent attention to detail, problem‑solving abilities, and organisational skills
• Ability to extract relevant information and identify problems
• Competent in standard software packages with a willingness to learn new ones
• Ability to prioritise workload, multitask, and work independently while handling complaint
• Ability to work under pressure and meet deadlines/targets
• Proven ability to achieve and maintain KPI targets

• Annual Leave – 25 days + bank holidays
• Life Assurance – 2x basic annual salary
• Free Onsite Parking
• Employee Assistance Programme (EAP) – Confidential counselling via Health Assured
• Eye Care Support – Free eye tests and up to £70 towards glasses for DSE users and drivers (includes retinal photography for drivers over 40)

We assess candidates based on their experience and suitability for the role, as outlined in their CV and application. You can let us know about any adjustments you may need via the application form.

As a Disability Confident employer, we guarantee an interview to applicants with a disability or health condition who meet the essential criteria, where it is fair and appropriate to do so.