Customer Response Centre Agent

SCC; Birmingham; Hybrid; GBP 25,000 - 27,000; Full time

Job summary

SCC is seeking a Customer Response Centre Agent in Birmingham for a hybrid role. This position involves delivering exceptional customer service while handling technical issues and managing incidents. Ideal candidates will possess strong communication skills and a basic understanding of IT systems. Join SCC for career growth and a diverse workplace.

Benefits

Large company benefits

Flexible benefits scheme

2 paid volunteering days per year

Career development opportunities

Qualifications

• Experience delivering great customer service and good communication skills.
• Basic knowledge in networking, printer support, and servers.
• Willingness to learn and adapt.

Responsibilities

• Provide customer service via email, portal, and telephone.
• Engage with internal departments and vendors.
• Resolve customer technical issues with 1st and 2nd line support.

Skills

Customer service

Written communication

Oral communication

Problem-solving

Attention to detail

Education

Basic knowledge of IT technologies

Job description

Join to apply for the Customer Response Centre Agent role at SCC

Join to apply for the Customer Response Centre Agent role at SCC

Get AI-powered advice on this job and more exclusive features.

We are actively building diverse teams and welcome applications from everyone.

Role: Customer Response Centre Agent

Location: Birmingham (SCC operate hybrid working, which comprises of a mix of office and home working)

Contract Type: Permanent

Salary Package: £25,000 - £27,000 plus large company benefits, a broad flexible benefits scheme, and 2 paid-for volunteering days a year

Hours: 9.00 am – 5.30 pm, Monday – Friday

Interview Process: 2-stage process

Why SCC?

• An inclusive workplace
• Excellent package: solid basic and company benefits
• Hybrid working & core hours in line with role requirements
• Career development and life-long learning opportunities
• Opportunity to join Europe's largest privately-owned IT Company
  
  

Role Purpose

CRC Agents provide customer service and are responsible for logging internal and external customer reported issues, vetting and assigning incidents and requests, handing IMAC calls and associated movements, resolving field based and managed print incidents, defending SLAs, updating and maintaining an assets database and engaging with a variety of supporting teams including 3 rd parties and vendors.

This is a process driven role requiring a willingness to learn and understand systems and inter-departmental requirements.

Key Responsibilities

• Provide high levels of customer service to customers, both internal and external. This can be provided via email, portal and telephone.
• Engage positively with internal departments, third parties and vendors.
• Defend the Service Level Agreement of incidents and requests, escalating where appropriate.
• Schedule Incidents, requests and IMACs with the end customer.
• Adhere to relevant operational processes, such as chargeables and bespoke customer processes.
• Maintain where applicable, the asset database, including liaising with logistics and the warehousing teams.
• Ensure any relevant issues are updated comprehensibly in the toolset.
• Engagement with ITIL support teams.
• Resolve customer technical issues by providing 1 st and 2 nd line support.
• Remote installation and configuration of client devices and associated software.
  
  

Skills And Experience

• Experience of delivering great customer service as well as possessing good written and oral communication skills.
• Possess a basic knowledge of modern IT technologies to include networking, printer support and servers.
• Demonstratable problem-solving skills.
• Knowledge of IT operating systems including managed print, SQL and BASIC scripting.
• Able to manage time and workload effectively.
• Strong attention to detail, and able to adapt to business requirements as needed.
• Understanding of ITIL processes.
• A willingness to learn, develop and grow.
  
  

About Us

SCC is Europe's largest privately-owned IT business, based out of the new £7m HQ office in Birmingham and we help clients succeed through IT transformation and exceptional customer experiences. We are a business where innovation is greater as we combine unique ideas, people and disciplines. We are a global company that is passionate about IT and where we look to simplify the complex.

We are an equal opportunities employer

SCC is committed to providing equal opportunities and a proactive and inclusive approach to equality and diversity in employment. No applicant or employee will be treated less favourably than another on the grounds of a protected characteristic which are defined as sex, sexual orientation, age, disability, gender reassignment, trade union membership or non-membership, marriage and civil partnership, pregnancy and maternity, race and religion or belief.

If you are selected for interview, and need any reasonable adjustments made for your interview, please let the SCC Talent Acquisition team know, at the point of scheduling.

Diversity & Inclusion at SCC - https://www.scc.com/diversity-and-inclusion/

Sustainability at SCC - https://www.scc.com/sustainability-at-scc/

Life at SCC - https://www.linkedin.com/company/scc/life

Seniority level

• Seniority level

  Entry level

Employment type

• Employment type

  Full-time

Job function

• Job function

  Other

• Industries

  IT Services and IT Consulting

Referrals increase your chances of interviewing at SCC by 2x

Get notified about new Customer Representative jobs in Birmingham, England, United Kingdom.

Birmingham, England, United Kingdom 4 days ago

Halesowen, England, United Kingdom 3 weeks ago

Birmingham, England, United Kingdom 4 days ago

West Midlands, England, United Kingdom 2 weeks ago

Customer Care Representative - Birmingham

Birmingham, England, United Kingdom 4 weeks ago

Birmingham, England, United Kingdom 3 months ago

Birmingham, England, United Kingdom 3 weeks ago

Birmingham, England, United Kingdom 4 days ago

Coventry, England, United Kingdom 1 week ago

Birmingham, England, United Kingdom 1 day ago

Walsall, England, United Kingdom 2 days ago

Birmingham, England, United Kingdom 1 day ago

Customer Service Representative/Sales Support Administrator (based Shirley, Solihull)

Swindon, England, United Kingdom 1 day ago

Cannock, England, United Kingdom 3 weeks ago

Customer Support Coordinator (Maternity Cover)

Birmingham, England, United Kingdom 1 week ago

Customer Service Representative/ Trainee Account Manager (M/F/D)

Coventry, England, United Kingdom 3 months ago

Birmingham, England, United Kingdom 13 hours ago

Ryton, England, United Kingdom 3 hours ago

Birmingham, England, United Kingdom 13 hours ago

Birmingham, England, United Kingdom 19 hours ago

Coventry, England, United Kingdom 1 week ago

Warwick, England, United Kingdom 3 weeks ago

Brierley Hill, England, United Kingdom 4 days ago

Stourbridge, England, United Kingdom 2 days ago

Tamworth, England, United Kingdom 2 days ago

Atherstone, England, United Kingdom 2 weeks ago

Worcester, England, United Kingdom 2 days ago

West Midlands, England, United Kingdom 20 hours ago

Hinckley, England, United Kingdom 3 weeks ago

We’re unlocking community knowledge in a new way. Experts add insights directly into each article, started with the help of AI.