Customer Service & Case Management Representative

Ccp-Recruitment-4; Knowsley; Hybrid; GBP 21,000 - 28,000; Full time

Benefits offered by this job

Hybrid work option

Job summary

CCP is seeking a Customer Service & Case Management Representative in the UK. This full-time role runs Monday to Friday, 8am–5pm, with rotational Saturdays; a hybrid option is available once KPIs are met.

You will develop core contact centre skills, handle customer calls, learn products and processes, and progressively manage more complex cases with training and ongoing support.

Qualifications

• Previous Contact Centre or customer service experience is desirable but not essential.
• Full initial training, coaching and ongoing support provided.

Responsibilities

• Provide a friendly, professional and helpful experience to every customer.
• Handle inbound calls and make outbound calls or callbacks when required.
• Build natural rapport and adapt communication to individual customer needs.
• Take ownership of customer queries and work towards effective resolutions.
• Manage customer cases from initial contact through to resolution.
• Process orders, amendments and other customer administration accurately.
• Maintain accurate customer and order records using D365 and other systems.

Skills

Customer service

Communication skills

Problem solving

Teamwork

Attention to detail

Tools

D365

Job description

Customer Service & Case Management Representative

Start Date - 14th September (interviews taking place onsite on Wednesday 2nd September)

Full time - Monday to Friday (with rotational Saturdays) 8am - 5pm

Hybrid option once KPI's consistently met

£24,750

CCP are looking for enthusiastic and customer-focused Contact Centre professionals who enjoy helping people, solving problems and delivering a great customer experience. This is a varied role combining customer service, administration, problem solving and case management, with full training and ongoing support to help you develop your skills and confidence.

Offering traditional customer care, this family-run business has over 30 years' experience delivering outstanding service to loyal customers across the UK. You'll initially develop your core Contact Centre skills, including handling customer calls and learning products, systems and processes. As your experience grows, you'll take greater ownership of customer cases and increasingly deal with more complex queries and issues.

If you're a people person who enjoys building rapport, finding solutions and making a real difference to customers, this could be the perfect opportunity for you.

Key Responsibilities:

• Provide a friendly, professional and helpful experience to every customer.
• Handle inbound calls and make outbound calls or callbacks where required.
• Build natural rapport and adapt your communication style to individual customer needs.
• Take ownership of customer queries and work towards effective resolutions.
• Manage customer cases from initial contact through to resolution.
• Process orders, amendments and other customer administration accurately.
• Maintain accurate customer and order records using D365 and other Contact Centre systems.
• Manage written customer contact, including emails and correspondence, where required.
• Develop strong product knowledge and use this to provide helpful recommendations.
• Where a customer's preferred product is unavailable, suggest suitable alternatives that meet their needs.
• Identify appropriate opportunities to recommend additional products and support customers through to completing an order.
• Follow GDPR, DPA and Contact Centre processes and procedures.
• Maintain high standards of quality, accuracy and customer service.
• Contribute positively to team performance and continuous improvement.

What You'll Bring:

• A genuine desire to help customers and solve problems.
• Excellent communication skills with the ability to build rapport naturally.
• Patience, empathy and strong listening skills.
• Good attention to detail and accuracy.
• The ability to stay organised and take ownership of customer queries.
• Confidence using computers and the ability to learn new systems.
• A positive attitude towards coaching and feedback.
• A desire to learn, develop and take on new challenges.
• The ability to work effectively as part of a team.

Your Background:

Previous Contact Centre or customer service experience is desirable but not essential.

We are looking for people with the right attitude, customer focus and willingness to learn. Full initial training, coaching and ongoing support will be provided.

As you develop your skills and demonstrate competency, quality and performance, you'll have the opportunity to progressively take on a wider range of customer activity and more complex cases.

You’ll receive structured training, coaching and ongoing support across:

• Customer service and communication
• Voice and telephone skills
• Product knowledge
• Contact Centre systems
• Order administration
• Problem solving
• Written customer communication
• Case management