Customer Service Agent

Overview

In this role you will be the first point of contact for customers, guiding them through orders and queries across multiple channels. You will resolve issues with care, accuracy, and speed, contributing to a consistently excellent customer experience. You’ll operate within a collaborative team and a values-led culture that prioritizes customer care and continuous improvement.

This hybrid Keynsham position offers development and a clear path to progression.

• 5 weeks’ annual leave plus bank holidays
• Your birthday as a paid day off
• Hybrid working arrangements
• Company pension scheme (Employee 5% / Employer 3%)
• Healthcare Cash Plan
• Employee Assistance Programme and wellbeing support

• Handle inbound customer sales and service enquiries
• Support customers via phone, live chat, email and social media
• Assist customers with online registration and order processing
• Liaise with suppliers regarding collections, deliveries and product queries
• Provide order updates, delays and delivery information
• Investigate and resolve customer complaints professionally
• Maintain accurate customer records and documentation

• Experience in a customer service or contact centre environment
• Strong communication and interpersonal skills
• Excellent problem-solving and time management abilities
• Experience managing performance against KPIs
• Results-driven with a commitment to quality service
• Ability to adapt to changing priorities and customer needs
• Supportive and collaborative approach to teamwork
• Confidence working independently while contributing to the team

• customer-focused
• strong communication
• problem-solving
• time management
• multichannel customer support
• proficiency in handling inquiries via phone, live chat, email and social media