Contact Centre Representative
About the role
Are you passionate about delivering outstanding customer experiences? In this dynamic role, you’ll be the frontline ambassador for C365, engaging with customers through calls, emails, and chats to provide timely, accurate, and empathetic support. Whether responding to enquiries, exploring customer needs, or collaborating across departments, you’ll play a pivotal role in ensuring every interaction reflects the quality and reliability of our services.
Hours & Shift Pattern
- 37.5 hours per week
- Shift pattern: Monday – Sunday, 07:00–22:00 (5 days a week)
- Location: Norwich (hybrid)
- Start date: July 2026
- Training: 2 weeks full‑time, Monday‑Friday 09:30‑17:00
Remuneration
- Salary: £24,979.50 per annum (£12.81 per hour) with potential KPI‑based increase
Benefits
- 233 hours holiday, including bank holidays worked on rota
- Discounts on groceries, shopping, holidays, insurance, restaurants, and more
- 24/7 employee assistance programme with app
- Family & friends’ discounts on services & products
- Pension scheme, up to 3% company matched
- Free on‑site parking
Job Responsibilities
- Provide timely, accurate, and empathetic support via calls, emails, and chats.
- Respond to enquiries, explore customer needs, and collaborate across departments.
- Engage with customers, provide exceptional service, receive enquiries, and explore additional requirements.
- Take inbound calls from new and existing customers and make outbound follow‑up calls.
- Work closely with all departments in C365, ensuring quality, accuracy, and outstanding customer service.
- Work flexibly across different teams within the Contact Centre as operational needs dictate.
- Support the Customer Relations function: manage enquiries, resolve concerns, assist with complaint handling in line with service standards.
Requirements & Qualifications
- Minimum 1 year of experience in a customer‑facing role.
- Excellent customer service skills; experience in a contact centre is advantageous.
- Strong ability to navigate multiple systems; CRM knowledge preferred.
- Adaptable, confident working across teams; comfortable managing varied customer interactions including complaints and sensitive issues.
- Genuine desire to help the community, empathetic and attentive to customer needs.
- 2‑week full‑time training commitment (Monday‑Friday 09:30‑17:00).
- Internet speed requirement: 5 Mbps upload and 15 Mbps download.
- UK‑based role with hybrid work within the UK.
- Pre‑employment screening including basic DBS checks and two years of referencing required.
Equal Opportunity Statement
We are committed to equal opportunities and welcome applicants regardless of religious beliefs, political opinion, race, sex, marital status, age or disability. If you require assistance to participate in the recruitment process, for example due to disability, please contact the careers Team on 01425 626337.
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