Job Description

Location: Keele University
Department: Customer Services Representative
Reports to: Customer & Service Delivery Manager
Salary: Hourly rate
Hours: 35 hours a week - Monday - Saturday (Rota based) Hybrid working available
2-month contract role - Immediate start!
About the Role
We're looking for a friendly, motivated Customer Service Representative to join our Customer Services team. You'll be the first point of contact for our customers--helping with enquiries, resolving service issues, and ensuring every customer enjoys a positive experience with our products and services.
What You'll Do

• Respond to customer enquiries through phone, email, chat, social media, and our ticketing system.
• Provide accurate information about products, services, billing, and technical support.
• Guide customers through their order journey, including upgrades, cancellations, and account changes.
• Log and manage all interactions using CRM software.
• Work collaboratively with other departments to resolve customer issues and escalate when necessary.
• Follow up with customers to ensure full resolution and satisfaction.
• Meet and exceed performance targets including response times, customer satisfaction, and first-time resolution.
• Contribute to process improvements that enhance the customer experience.
• Stay up to date with company products, promotions, and policy changes.

About You
You're someone who genuinely enjoys helping others and takes pride in delivering great service. You're patient, empathetic, and thrive in a fast-paced environment. You'll bring a mix of customer focus, communication skills, and technical know-how to the role.
Essential Skills & Experience

• Proven experience in a customer service role, ideally within the utilities or telecoms sector.
• Excellent verbal and written communication skills.
• Strong problem-solving abilities with a calm and patient approach.
• Understanding of FTTx products, fibre broadband, and home router connectivity.
• Experience using CRM or service desk systems.
• Flexible to work within contact centre operating hours.
• Team player with a positive, customer-first attitude.

Desirable Skills & Experience

• Experience in telecoms, especially fibre broadband products.
• Customer Service NVQ Level 3 or similar qualification.
• Background in a Service Support environment.
• Sales or upselling experience.
• Proficient with computer systems and telecommunications technology.

Why Join Us?
You'll be part of a supportive team that values collaboration, customer focus, and continuous improvement. We offer opportunities to grow your skills and build your career within a company that's dedicated to delivering outstanding customer experiences.
If you are ready to start work with a fantastic company apply today!
Company information
At First Recruitment Group we understand just how important it is to secure the right people. That is why our Recruitment Consultants always take the time to understand requirements in detail and offer sound advice to both clients and candidates. We actively recruit at all levels and this is a superb opportunity for new employment.
As part of putting people first, we strive to be an equal opportunities employer and we are always looking to increase the diversity of our workforce, working closely with our clients to ensure everyone is included.

Skills Required