Customer Relations Agent

Everything Managed Group; Newcastle upon Tyne; On-site; GBP 32,620,000 - 44,115,000; Full time

Benefits offered by this job

Competitive salary

25 days annual leave plus bank (hol)

Employer pension contributions

Personal healthcare plan

Employee Assistance Programme with 24‑

Job summary

Everything Managed Group is seeking a Customer Relations Agent in Newcastle upon Tyne to join our Customer Operations team. You will handle customer complaints and complex queries, investigate issues, and deliver clear outcomes that sustain trust and improve service.

In this role you will maintain accurate case records, identify trends, and collaborate with internal teams to resolve issues across channels. A strong focus on communication and problem-solving is essential for success.

Qualifications

• Experience in customer service, customer relations, or complaints handling.
• Strong communication and interpersonal skills.
• Ability to manage multiple cases in a fast-paced environment.

Responsibilities

• Handling customer complaints and complex queries across multiple channels.
• Investigating customer issues and supporting fair and accurate resolutions.
• Communicating outcomes clearly and professionally to customers.
• Maintaining accurate case records and ensuring timely resolution of queries.
• Identifying trends and supporting continuous improvement across customer operations.
• Working collaboratively with internal teams to resolve customer issues effectively.

Skills

Communication

Interpersonal skills

Multi-tasking

Attention to detail

Problem solving

Calm under pressure

Tools

Microsoft Office

CRM systems

Job description

Job Title - Customer Relations Agent

Location - Grey Street, Newcastle Upon Tyne

Hours - 37.5 hours

Contract Type - Full time, Permanent

Salary - £14.28 per hour

About the Role

We are looking for a Customer Relations Agent to join our Customer Operations team and support the delivery of fair, consistent, and high-quality complaint resolution and customer support.

This role is responsible for handling customer complaints and complex queries, investigating issues thoroughly, and providing clear and professional outcomes that maintain customer trust and support service improvement.

Key Responsibilities

You will be responsible for:

• Handling customer complaints and complex queries across multiple channels
• Investigating customer issues and supporting fair and accurate resolutions
• Communicating outcomes clearly and professionally to customers
• Maintaining accurate case records and ensuring timely resolution of queries
• Identifying trends and supporting continuous improvement across customer operations
• Working collaboratively with internal teams to resolve customer issues effectively

About You

Essential requirements for this role include:

• Previous experience in customer service, customer relations, or complaints handling
• Strong communication and interpersonal skills
• Ability to manage multiple cases in a fast-paced environment
• Strong attention to detail and problem-solving ability
• Ability to remain calm and professional in challenging situations
• Experience using Microsoft Office and customer systems or databases

What We Offer

• Competitive salary.
• 25 days annual leave plus bank holidays.
• Employer pension contributions.
• Personal healthcare plan.
• Employee Assistance Programme with 24-hour GP access.
• Group Income Protection.
• Training and development opportunities.
• Personalised career development pathways.
• Supportive and collaborative working environment.
• Company social events.