Customer Service Agent

Job Title – Customer Service Agent

Department – Customer Service

Reports to – Customer Service Team Leader

Location – Grey Street, Newcastle (Office Based)

Hours – 8:30am – 5:00pm

Salary - £14.28 per hour

Purpose of the Role

The purpose of this role is to deliver a high-quality customer experience by handling customer enquiries, requests, and service issues in a professional, efficient, and friendly manner. The role is responsible for resolving customer queries at the first point of contact wherever possible, supporting customer satisfaction, and ensuring all customer interactions align with company standards and values.

This role forms a key part of the wider Customer Operations function and contributes to operational performance through consistent service delivery, effective communication, and accurate administration.

Key Responsibilities

• Handle customer enquiries across multiple channels including phone, email, and live chat.
• Provide accurate information and support to customers regarding products and services.
• Resolve customer issues effectively, escalating complex matters when required.
• Liaise with internal teams and third-party suppliers to resolve service issues or failures.
• Maintain accurate and up-to-date customer records on internal systems.
• Identify opportunities for sales through service by promoting relevant products to existing customers.
• Manage workload effectively to meet productivity, quality, and service level targets.
• Adhere to company policies, procedures, and data protection requirements at all times.
• Support positive customer outcomes through effective communication, ownership, and attention to detail.

General Duties

• Comply with company policies and procedures
• Maintain confidentiality and data protection standards
• Promote equality, diversity, and inclusion
• Undertake any other reasonable duties required by management