Job Description

Take Ownership. Deliver Exceptional Service. Make an Impact.

We are looking for a friendly, driven, and highly committed Customer Service Representative to join our team. This is not a role for someone who wants to simply “do their job” — this is an opportunity for someone who takes real ownership, thrives on responsibility, and is motivated to go above and beyond to deliver an outstanding customer experience.

You will play a key role in supporting customers and the wider team by ensuring smooth communication, accurate order processing, and proactive problem-solving. You will be expected to take ownership of customer queries from start to finish and ensure a consistently positive experience.

This is a hands-on, fast-paced role where you will be the first point of contact for our customers, managing enquiries, resolving issues, and ensuring every interaction reflects the high standards of our business. You will be trusted to manage your workload, prioritise effectively, and take accountability for outcomes.

We are looking for someone with the right mindset as much as experience.

What We’re Looking For

• Ownership & Accountability – Takes responsibility and follows through
• Drive & Work Ethic – Willing to go above and beyond when needed
• Resilience – Able to manage pressure and handle challenging situations
• Adaptability – Comfortable in a fast-paced, changing environment
• Customer-Focused Approach – Always prioritises the customer experience
• Passion & Energy – Brings a positive, can-do attitude
• Proactive Mindset – Looks for improvements and solutions

Requirements

Key Responsibilities

• Process customer orders accurately and efficiently
• Respond to customer enquiries via phone, email, and live chat
• Manage and follow up on back orders
• Prepare and issue customer quotes
• Conduct price comparisons and support tender processes
• Resolve customer complaints and returns professionally
• Meet or exceed performance targets (KPIs such as response times, call handling, NPS)
• Escalate complex issues to relevant departments where required

Skills & Experience

• Strong communication skills (verbal and written)
• Excellent customer service skills with a professional approach
• IT literate, with experience using CRM systems
• Strong organisation and time management skills
• Ability to remain calm under pressure
• Problem-solving and multitasking ability
• Team player with a positive attitude
• Willingness to learn and continuously develop

Benefits

What We Offer

• Company-wide bonus scheme
• Free lunch provided daily
• Free on-site parking
• On-site gym access
• Career development opportunities and external training
• Employee Assistance Programme (mental health & financial wellbeing)

Hours & Salary

• Part-time: 20 hours per week (Monday to Thursday, 10:00am – 3:00pm)
• Salary: £16,000