Leading Community & Partnership Strategies Beyond National Standards for SEND Families
Job Title: Customer Service Assistant
Department: Customer Service
Reports to: Customer Service Manager
Works closely with: Customer Service Team and Digital Engagement Team
Location: Hybrid (Redhill Office – approximately 3 days per week, remote for the remainder)
Salary: £26,000.00 per annum
Role Overview
Chaotic is a UK-based competition platform with a purpose. A core part of our mission is to support Special Educational Needs and Disabilities (SEND) causes, ensuring that every competition we run helps to make a positive impact in the community.
We are seeking a Customer Service Assistant to join our growing team. As the first point of contact for our customers, you will play a vital role in delivering excellent customer experiences, handling queries, and ensuring issues are resolved quickly and effectively.
This is a varied and fast paced role that requires excellent communication skills, strong problem-solving ability, and a customer first approach. Working closely with the Customer Service Manager and wider team, you will help ensure our customers feel supported, valued, and engaged at every stage of their journey.
Key Responsibilities
Customer Support:
- Respond promptly and professionally to customer emails and inquiries.
- Manage and resolve customer issues to ensure a high level of satisfaction.
- Process prize claims accurately and coordinate delivery arrangements.
- Escalate complex or unresolved issues to the Customer Service Manager.
Administration & Records:
- Maintain accurate records of customer interactions in the CRM system.
- Track and follow up on open cases, ensuring timely resolution.
- Assist with packaging and preparing delivery items for dispatch.
- Support inventory checks and stock management related to prizes, products and deliveries.
- Provide general administrative support to the Customer Service Manager as required.
Collaboration:
- Work closely with colleagues across Customer Service and Digital Engagement teams to provide seamless customer experiences.
- Support the Customer Service Manager with ad-hoc tasks as required.
Shifts:
- Work rotational shifts covering 9:00 AM – 9:00 PM (Monday to Sunday), ensuring full coverage for our customers.
Key Skills & Requirements
Essential:
- Strong written and verbal communication skills.
- Ability to handle multiple tasks efficiently in a fast-paced environment.
- Proactive, customer-focused approach with excellent problem-solving skills.
- Excellent interpersonal skills, with the ability to adapt communication styles to meet the diverse needs of customers, including those who are neurodiverse.
- Organised and detail-oriented, with strong time management.
- Willingness to work on a rotational shift basis, including weekends.
Desirable:
- Previous experience in a customer service or administrative role.
- Familiarity with CRM systems and customer management tools.
- Knowledge of the entertainment, competitions, or gaming industry.
Seniority level
- Entry level
Employment type
- Full-time
Industries
- Entertainment Providers
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