Customer Service Representative (Hybrid)

Customer Service Representative (Hybrid)

Full-time

Responsibilities

• Take ownership of customer queries received via phone, email, live chat and in person through to resolution in line with policies, procedures, KPI’s and Customer First training best practice. Strive to increase customer satisfaction and first‑time resolution while reducing repeat contacts.
• Process orders, invoices, quotes, returns and claims, working precisely and carefully, responding appropriately and swiftly to queries, problems and special requests from customers, escalating to team leaders and managers where appropriate.
• Resolve product or service problems/queries by clarifying the customer’s issue, determining the root cause, selecting and explaining the best solution, expediting corrections/adjustments and following up to ensure resolution.
• Review customer self‑help portals after contacts and suggest new content or amendments to the relevant team.
• Manage day‑to‑day business processes and liaise with other departments where appropriate.
• Suggest amendments to Standard Operating Procedures (SOP).
• Maintain knowledge of department policies, processes, procedures and systems used and develop an internal network to increase knowledge.
• Provide support to team members.
• Participate actively in meetings, express your viewpoint while recognising and listening to others.
• Suggest improvement ideas and assist with the implementation of those ideas to improve customer satisfaction, increase productivity or reduce costs.
• Use Salesforce to manage customer contacts and workflow in line with the SOP.
• Use SAP/Salesforce to manage orders and invoicing.
• Achieve personal objectives and work to agreed KPI’s and targets, including quality assurance.

Qualifications

• Experience of Microsoft Office and proven ability to acquire technical and system knowledge.
• Previous Customer Service experience.
• Experience of working to KPI’s/SLA’s.
• A good standard of education including English and Maths.
• Experience of using a CRM system would be ideal.

Benefits

• An excellent work/life balance with a fantastic, flexible working culture.
• 25 days annual leave per year plus a day off for your birthday.
• 3 additional discretionary days off during the holiday season at the end of the year.
• 4 paid volunteering days each year.
• Company funded single cover private medical insurance.
• Employee assistance programme – offering 24/7 well‑being support.
• Share Match – Plan that matches every share purchased with two free shares.
• Life assurance, plus optical and medical care.

Additional Details

• Closing date for applications: 17 June 2026.
• This role will be based in the UK and you must have the right to live and work in the UK.
• This is a hybrid position that will require on‑site reporting at least 3 times weekly; we can only consider candidates within a reasonable commuting distance to our Abingdon location.
• The Milton Park office will relocate to Oxford City Centre in late 2027 / early 2028, offering an exciting new workplace in the heart of the city.

Equal Opportunity Employer

We are an Equal Opportunity Employer. We do not discriminate on the basis of race, colour, ancestry, national origin, religion, sexual orientation, gender identity, gender expression, age, marital status, citizenship or any other protected characteristic under applicable law.

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