Customer Service Advisor (temp-perm)

Customer Service Representative - Temporary to Permanent

• Full-Time and part-time shifts available
• Office based in Bowthorpe and hybrid working after training
• Hours: 37.5 per week
• Shift Pattern: Five days per week, Monday to Sunday. Shifts are 8 hours (including a 30-minute unpaid break) scheduled between 08:00 and 20:00.
• Salary: £12.81 per hour
• The role will commence initially on a temporary basis then become permanent

Please note: This position is subject to pre-employment screening, including a basic DBS check and two years of referencing. All screening must be completed prior to your start date, which may require adjustment if necessary.

About the Role

This role offers the opportunity to join a warm and friendly contact centre team focused on delivering exceptional customer service. You will support customers with telecare products and services that promote independence, safety and wellbeing. The role involves handling varied customer enquiries and creating meaningful conversations and long-term customer satisfaction.

Key Responsibilities

• Manage inbound and outbound customer enquiries via phone, email and digital channels
• Provide detailed product information and tailored recommendations based on customer needs
• Build and maintain strong customer relationships to encourage loyalty and repeat business
• Identify and promote upgrade opportunities that enhance customer safety and independence
• Explain the value and benefits of new or upgraded products clearly and confidently
• Create quotations, process orders and manage timely follow-up activities
• Maintain accurate and compliant records within the CRM system
• Keep up-to-date with product updates, service changes and market trends
• Collaborate with colleagues across operations, marketing and customer service to support a seamless customer experience
• Contribute ideas and feedback to help identify improvement opportunities and customer needs

Your Day-to-Day Will Include

• Engaging customers to resolve queries and offer appropriate product solutions
• Keeping accurate and timely records of all interactions and agreements
• Monitoring your sales pipeline and following up on outstanding leads
• Escalating complex or sensitive issues when required
• Ensuring compliance with internal policies, procedures and industry regulations
• Handling challenging conversations with professionalism and empathy
• Sharing insights, best practices and successes with the wider team

About You

The successful applicant with have strong communication skills, able to communicate by telephone and email. You will have strong empathy skills, listening and understanding the customers situation, need or issue. You enjoy listening and speaking with customers, understanding their needs and advising on the right solutions-whether they require a new system, an upgrade or reassurance. You work effectively across inbound and outbound activity to provide excellent customer service.

Please apply online or contact Maxine, Isobelle or Andrea at Reed Norwich