Customer Service Representative

Mulberry Recruitment; Guildford; On-site; GBP 25,000 - 28,000; Full time

Benefits offered by this job

22 days annual holiday

Free on-site parking

Casual dress

Sick pay

Full-time

Job summary

Mulberry Recruitment Ltd is seeking a motivated Customer Service Representative in Guildford. The role focuses on handling customer enquiries, coordinating engineer appointments, and supporting service agents to ensure efficient job completion.

Ideal candidates will have prior customer service experience, strong communication skills, and proficiency with Microsoft Office, especially Excel. The position offers a Monday–Friday, 8:00am–4:30pm schedule and on-site parking in a full-time arrangement.

Qualifications

• Experience in customer service or call centre environments.
• Strong telephone and written communication skills.
• Good working knowledge of Microsoft Office, particularly Excel.
• Excellent organisational and administrative skills.
• Proactive with initiative and ability to manage multiple tasks.

Responsibilities

• Handle incoming customer enquiries and complaints via telephone and email, ensuring prompt and professional responses.
• Coordinate and book engineer appointments with customers and service agents.
• Source alternative service agents or technical engineers when initial arrangements cannot be made.
• Monitor outstanding jobs and follow up to ensure appointments are confirmed and completed.
• Maintain accurate customer records and document all communications in line with company procedures.
• Liaise with service agents to chase outstanding invoices and ensure timely submission.
• Manage job records and invoices through to completion, coordinating with the finance department.
• Arrange the collection and return of parts following engineer visits.
• Order and coordinate the dispatch of replacement parts from the warehouse.
• Arrange warranty documentation for customers where required.
• Maintain accurate promotional and customer data.
• Provide customers with relevant product and service information.
• Support the wider team with general administration and ad hoc duties.

Skills

Customer service

Telephone skills

Office administration

Excel

Organisational skills

Tools

Microsoft Office

Excel

Job description

Customer Service Representative

Location: Guildford, Surrey
Salary: £25,000 – £28,000 per annum
Hours: Monday to Friday, 8:00am – 4:30pm (40 hours per week, 30-minute lunch break)

The Opportunity

Our client, an established business based in Guildford, is looking for a motivated and customer-focused Customer Service Representative to join their growing team.

This is an excellent opportunity for someone with previous customer service or office administration experience who enjoys working in a fast-paced environment and delivering an excellent customer experience.

The successful candidate will play an important role in managing customer enquiries, coordinating engineer appointments, supporting service agents and ensuring jobs and associated administration are completed efficiently.

Key Responsibilities

• Handle incoming customer enquiries and complaints via telephone and email, ensuring prompt and professional responses.
• Coordinate and book engineer appointments with customers and service agents.
• Source alternative service agents or technical engineers when initial arrangements cannot be made.
• Monitor outstanding jobs and follow up to ensure appointments are confirmed and completed.
• Maintain accurate customer records and document all communications in line with company procedures.
• Liaise with service agents to chase outstanding invoices and ensure timely submission.
• Manage job records and invoices through to completion, coordinating with the finance department.
• Arrange the collection and return of parts following engineer visits.
• Order and coordinate the dispatch of replacement parts from the warehouse.
• Arrange warranty documentation for customers where required.
• Maintain accurate promotional and customer data.
• Provide customers with relevant product and service information.
• Support the wider team with general administration and ad hoc duties.

Skills and Experience

The ideal candidate will have:

• Previous experience in a customer service or call centre environment.
• Strong telephone and written communication skills.
• Good working knowledge of Microsoft Office, particularly Excel.
• Excellent organisational and administrative skills.
• A proactive approach with the ability to use initiative.
• Strong attention to detail and accuracy.
• The ability to manage multiple tasks and prioritise workload effectively.
• A positive, flexible attitude and willingness to learn new systems and processes.
• The ability to work independently and as part of a team.
• Previous office-based customer service experience is preferred.

What’s on Offer?

• Competitive salary of £25,000 – £28,000 per annum.
• 22 days’ annual holiday, increasing with length of service.
• Monday to Friday working hours.
• Free on-site parking.
• Casual dress.
• Sick pay.
• Full-time, stable working environment.