Customer Resolution Specialist

Contract Personnel Ltd; Norwich; On-site; GBP 17,908 - 23,419; Full time

Benefits offered by this job

Birthday day off

20 days holiday

Perkbox

Life assurance cover

Group pension

Free parking

Wellbeing and EAP programme

Job summary

Contract Personnel Ltd is seeking a friendly, organised administrator to deliver excellent service from our Norwich head office. You will be the first contact for customer calls and emails, working on a 4 on/4 off rota with specific shift times.

The role focuses on accurate handling of queries and compliant practices within a team setting. Responsibilities include supporting the Customer Resolution function, monitoring lone-working safety processes, and carrying out general admin duties across

Qualifications

• Experience in administrative, customer service or support roles.
• High accuracy in record-keeping and strong communication skills.
• Able to handle confidential information in line with GDPR.
• Proficient with Microsoft 365 and internal systems.

Responsibilities

• Provide administrative support to the Customer Resolution function.
• First point of contact for customer inquiries by phone and email.
• Assist in monitoring lone-working safety processes and out-of-hours oversight.
• Perform general administrative duties such as scanning and uploading documents.

Skills

Administrative experience / customer 1

Customer service

Attention to detail

Strong written & verbal communication

GDPR awareness

Team player

Tools

Microsoft 365

Job description

Overview

We are looking for a friendly, organised and customer-focused administrator to help deliver excellent service to our customers. Working as part of a team and reporting into the Compliance Manager, this role focuses on being a first point of contact for customer phone calls and emails.

The role is based at the Head Office in Norwich, working on a 4 on/4 off rota basis, covering the following shifts:

• Monday - Friday 12:00pm-8:00pm
• Saturday - Sunday 8:00am-6:00pm

Responsibilities

• Provide administrative support to the Customer Resolution function, ensuring accurate and timely handling of customer queries
• Assist in the ongoing monitoring of lone-working safety processes, including out-of-hours oversight to support compliance
• Act as a first point of contact for customer enquiries, delivering a professional and consistent customer experience across all interactions and escalating to the appropriate team
• Carry out general administrative duties such as scanning in documents and uploading files to internal platforms

What we are looking for

Essential:

• Previous experience in an administrative, customer service, or customer support role within a fast-paced environment (or strong transferable administrative experience)
• Excellent attention to detail with a high level of accuracy in record-keeping
• Strong written and verbal communication skills with the ability to engage effectively across all levels
• Ability to handle sensitive and confidential information appropriately in line with GDPR and relevant legislation
• Strong IT skills, including Microsoft 365 (Word, Excel, Outlook, Teams) and experience using internal systems

What you will receive

• Competitive hourly rate of £13.64 per hour
• 20 days holiday
• Additional day off for your birthday each year
• Top Tier Package with Perkbox, our Reward, and Recognition Platform
• Fantastic Wellbeing and Employee Assistance Programme provided by Canada Life
• Life assurance cover scheme with Canada Life
• Group Pension scheme
• Free parking
• Continuous development environment
• Great Places to Work Certified (2024/2025, 2025/2026, 2026/2027)
• Living Wage Foundation Member

Benefits

• Company events
• Company pension
• Employee discount
• Free parking
• Health & wellbeing programme
• Life insurance
• On-site parking
• Private medical insurance