Customer Service Representative

First Recruitment Group; Stoke-on-Trent; Hybrid; GBP 40,000 - 60,000; Full time

Job summary

A customer service outsourcing company is seeking a motivated Customer Service Representative to assist customers at Keele University. In this role, you will support customers with enquiries, resolve service issues, and enhance their overall experience. The position requires strong communication skills and experience in a customer service environment, with hybrid working available. This is a contract role with an immediate start.

Qualifications

• Proven experience in a customer service role, ideally within the utilities or telecoms sector.
• Excellent verbal and written communication skills.
• Strong problem-solving abilities with a calm and patient approach.

Responsibilities

• Respond to customer enquiries through various channels.
• Provide accurate information about products and services.
• Log and manage all interactions using CRM software.

Skills

Customer focus

Problem-solving

Communication skills

Education

Customer Service NVQ Level 3 or similar qualification

Tools

CRM software

Job description

Location: Keele University

Department: Customer Services Representative

Reports to: Customer & Service Delivery Manager

Salary: Hourly rate

Hours: 35 hours a week - Monday – Saturday (Rota based) Hybrid working available

2-month contract role – Immediate start!

About the Role

We’re looking for a friendly, motivated Customer Service Representative to join our Customer Services team. You’ll be the first point of contact for our customers—helping with enquiries, resolving service issues, and ensuring every customer enjoys a positive experience with our products and services.

What You’ll Do

• Respond to customer enquiries through phone, email, chat, social media, and our ticketing system.
• Provide accurate information about products, services, billing, and technical support.
• Guide customers through their order journey, including upgrades, cancellations, and account changes.
• Log and manage all interactions using CRM software.
• Work collaboratively with other departments to resolve customer issues and escalate when necessary.
• Follow up with customers to ensure full resolution and satisfaction.
• Meet and exceed performance targets including response times, customer satisfaction, and first-time resolution.
• Contribute to process improvements that enhance the customer experience.
• Stay up to date with company products, promotions, and policy changes.

About You

You’re someone who genuinely enjoys helping others and takes pride in delivering great service. You’re patient, empathetic, and thrive in a fast-paced environment. You’ll bring a mix of customer focus, communication skills, and technical know-how to the role.

Essential Skills & Experience

• Proven experience in a customer service role, ideally within the utilities or telecoms sector.
• Excellent verbal and written communication skills.
• Strong problem-solving abilities with a calm and patient approach.
• Understanding of FTTx products, fibre broadband, and home router connectivity.
• Experience using CRM or service desk systems.
• Flexible to work within contact centre operating hours.
• Team player with a positive, customer-first attitude.

Desirable Skills & Experience

• Experience in telecoms, especially fibre broadband products.
• Customer Service NVQ Level 3 or similar qualification.
• Background in a Service Support environment.
• Sales or upselling experience.
• Proficient with computer systems and telecommunications technology.

Why Join Us?

You’ll be part of a supportive team that values collaboration, customer focus, and continuous improvement. We offer opportunities to grow your skills and build your career within a company that’s dedicated to delivering outstanding customer experiences.

As part of putting people first, we strive to be an equal opportunities employer and we are always looking to increase the diversity of our workforce, working closely with our clients to ensure everyone is included