Customer Service Representative

ExamWorks Group; Bolton; On-site; GBP 22,550 - 27,561; Full time

Job summary

ExamWorks UK in Bolton is seeking a Customer Service Representative / Technical Support Administrator to provide frontline support to clients and field agents, ensuring smooth service delivery. You will manage communications, handle enquiries, and maintain accurate records while upholding GDPR and quality standards.

This permanent, office-based position offers a structured 9:00 am – 5:30 pm schedule with a salary of £25,056 per year.

Qualifications

• Strong communication skills, written and verbal.
• Professional telephone manner.
• Proficient with IT systems and accurate data entry.
• Excellent organisational and time management.
• Previous office-based administration experience.
• Ability to understand and act on written instructions.
• Experience handling complaints.
• Knowledge of EWIS processes (desirable).
• Financial awareness and problem-solving skills.

Responsibilities

• Handle inbound and outbound calls professionally.
• Deliver excellent customer service and build client relationships.
• Log and escalate initial complaints as needed.
• Process letters and emails.
• Allocate tasks to field agents and liaise with Field Force.
• Maintain accurate client records and data entry.
• Produce clear, high-quality written communications.
• Monitor diaries and follow up reviews.
• Ensure GDPR and ISO compliance.
• Meet SLAs and quality audit standards.
• Support service delivery in a fast-paced environment.
• Assist with other duties as required.

Skills

Communication

Telephone skills

Data entry

Organisation

Office administration

Written communication

Complaint handling

EWIS processes

Financial awareness

Job description

Customer Service Representative / Technical Support Administrator

Location: Bolton, BL6 (Office-Based)

Hours: Monday to Friday, 9:00 am – 5:30 pm (1-hour lunch)

Contract: Permanent

Salary: £25,056 pa

If you’re proactive, well‑organised, and passionate about delivering outstanding customer service, this could be the perfect opportunity for you! You’ll thrive in a fast‑paced office environment while supporting both clients and field agents to ensure seamless service delivery.

About the Role

As an essential part of our operations team, you will manage communications, support field‑based colleagues, and contribute to the smooth running of our service processes. This varied role requires strong communication skills, excellent attention to detail, and the ability to work independently.

Key Responsibilities

• Handle inbound and outbound telephone calls professionally
• Deliver exceptional customer service and build strong client relationships
• Manage, log, and escalate initial complaints appropriately
• Process incoming correspondence, including letters and emails
• Allocate tasks to field agents and liaise with the Field Force team
• Maintain accurate client account records and data entry
• Produce clear, high‑quality written communications
• Monitor diaries and follow up on outstanding reviews
• Ensure compliance with GDPR, ISO Quality & Security Systems, and company policies
• Meet internal and external service level agreements (SLAs)
• Achieve performance targets and quality audit standards

Skills & Experience

• Strong verbal and written communication skills
• Confident and professional telephone manner
• Proficient in IT systems with accurate data entry abilities
• Excellent organisational and time management skills
• Previous office‑based administration experience
• Ability to understand and action written instructions effectively
• Complaint‑handling experience
• Knowledge of EWIS processes (desirable)
• Financial awareness and strong problem‑solving skills

Personal Attributes

• Punctual and reliable
• Smart and professional appearance
• Positive team player
• Committed to personal development and continuous improvement

We’re proud to share that ExamWorks UK has once again achieved Level 3 Disability Confident Leader status, reaffirming our commitment to inclusion and accessibility.