Customer Service Representative

Allscreens Nationwide Ltd; Leeds; On-site; GBP 21,000 - 28,000; Full time

Job summary

Allscreens Nationwide Ltd is seeking a customer service advisor to be the first point of contact for customers, handling enquiries, payments, and PCN-related queries with a professional approach.

You will log interactions in the CRM, respond in line with company policies and SOPs, ensure data protection and health & safety compliance, and help maintain service quality by achieving KPI targets while supporting policy development.

Responsibilities

• Provide excellent customer service as the first point of contact for customers, enquiries, payments, and PCN-related queries.
• Act as the first point of contact for customers, delivering a positive and professional service experience.
• Respond to customer enquiries in line with company policies, procedures, and SOPs.
• Handle inbound customer calls and process payments securely over the phone.
• Provide guidance and support regarding PCNs, appeals, and representations.
• Resolve customer queries and complaints, escalating complex issues when necessary.
• Accurately document all customer interactions within the CRM system.
• Maintain service quality and achieve departmental KPI and performance targets.
• Ensure compliance with Data Protection, Health & Safety, and all relevant regulations.
• Support the development of policies and processes through effective communication and feedback.
• Undertake additional duties as required to support team and departmental objectives.

Job description

Provide excellent customer service as the first point of contact for customer enquiries, payments, and PCN-related queries. Ensure accurate record keeping, resolve issues professionally, and maintain compliance while achieving service and performance targets.

Responsibilities:

Act as the first point of contact for customers, delivering a positive and professional service experience.

Respond to customer enquiries in line with company policies, procedures, and SOPs.

Handle inbound customer calls and process payments securely over the phone.

Provide guidance and support regarding PCNs, appeals, and representations.

Resolve customer queries and complaints, escalating complex issues when necessary.

Accurately document all customer interactions within the CRM system.

Maintain service quality and achieve departmental KPI and performance targets.

Ensure compliance with Data Protection, Health & Safety, and all relevant regulations.

Support the development of policies and processes through effective communication and feedback.

Undertake additional duties as required to support team and departmental objectives.