Job Description

JOB TITLE

Customer Service Representative

REPORTING LINE

Service Supervisor

MAIN OBJECTIVES

To provide frontline customer support for our service operations by logging new jobs, managing customer communications, and ensuring service requests are recorded and actioned efficiently. The role includes liaising with engineers and customers to manage expectations, resolve queries and complaints, and keep internal systems and records fully up to date.

KEY RESPONSIBILITIES

Act as the first point of contact for incoming customer enquiries via phone and email Log new service requests and callouts accurately into the system in a timely manner Provide initial quotations for basic engineer visits based on set company pricing structures Maintain clear and proactive communication with customers regarding job status, ETAs, and follow-up actions Handle customer complaints in a professional and empathetic manner, escalating where necessary Coordinate with field engineers to ensure smooth scheduling and job allocation Ensure the internal job management system is kept fully up to date with the latest job notes, updates, and outcomes Support the wider service team with administrative tasks as required

KEY SKILLS & ATTRIBUTES

Strong verbal and written communication skills Excellent attention to detail and organisational ability Ability to remain calm under pressure and handle difficult conversations professionally Confident using Microsoft Office and service management systems (training provided) Proactive, solution-focused mindset with a can-do attitude Previous experience in a customer service, service desk, or helpdesk role preferred

SALARY & WORKING HOURS

Salary:

25,500 - 28,000 per annum, depending on experience

Hours:

Full-time, 40 hours per week

Location:

Office-based in Leicester

Saturday Working:

Required to work

1 in every 3 Saturdays

from home on a rota basis
Job Type: Full-time

Pay: 25,500.00-28,000.00 per year

Benefits:

Company pension Free parking On-site parking
Schedule:

Monday to Friday Weekend availability
Work Location: In person