Customer Service Representative

The Role

Customer Service Representative
Purpose of the Role
To investigate and resolve customer enquiries and product complaints, providing a high-quality service that supports customer satisfaction and retention.

Key Responsibilities
Customer Support
Respond to customer enquiries via phone, email, and written correspondence in a professional and empathetic manner.
Investigate and resolve product complaints, including medium to complex cases, ensuring timely and appropriate outcomes.
Prepare clear, accurate, and customer-focused complaint responses in line with agreed standards.
Liaise with internal teams such as Quality and Product to gather information required to resolve customer issues.

Processes & Continuous Improvement
Follow established customer service processes and contribute ideas to improve ways of working.
Use standardised templates and tools to ensure consistent, high-quality communication with customers.
Accurately log customer interactions and outcomes using internal systems.

Reporting & Insight
Record detailed information on customer feedback, issues, and complaint trends.
Contribute insights that may support improvements to products, packaging, or customer communications.

The Person

Skills & Experience
Essential

• Proven experience in a customer service role (2+ years).
• Excellent written and verbal communication skills.
• Confident telephone manner with strong customer focus.
• Highly organised with good attention to detail.
• Strong problem-solving skills and the ability to remain calm under pressure.
• Good working knowledge of Microsoft Office systems.

• Experience handling complex or sensitive customer complaints.
• Experience in a consumer-facing or fast-moving environment.

• Approachable, professional, and empathetic.
• Proactive and solutions-focused.
• Comfortable working collaboratively as part of a team.
• Adaptable and able to manage changing priorities.

Next Steps

Please contact jo.platt@nigelwright.com for further details