Customer Service Representative - Customer Care

HomeServe UK; Walsall; Hybrid; GBP 25,000 - 31,000; Full time

Benefits offered by this job

22 days holiday

ORB discounts

Free onsite parking

Cycle to Work

Job summary

HomeServe is hiring a Customer Service Representative for our Walsall contact centre. You will support customers who are considering cancelling policies, answer questions about our products, and, where appropriate, offer additional solutions that meet their needs.

Full-time, 40 hours per week with rotating shifts. After probation, hybrid working options apply, with some home-working for late shifts and weekends where possible.

Qualifications

• Experience in customer service is essential.
• Able to stay calm in challenging interactions and follow processes.

Responsibilities

• Assist customers who are considering cancelling policies and explore options.
• Answer queries about policies and products at the point of cancellation.
• Where appropriate, offer additional products that meet customers’ needs.

Skills

Customer service

Active listening

Detail-oriented

Tech literacy

Team player

Job description

About The Role

Are you looking for a role where you can use your excellent customer service skills? HomeServe's Customer Care team in Walsall (WS2 7BN) are recruiting Customer Service Representatives to help customers who are considering cancelling their policies and wishing to explore their options.

Salary : £28,000 per year Contract : Permanent, Full-time (40 hours per week)

This is a fully flexible, full-time role based in our Contact Centre. Successful candidates must be able to work 40 hours per week on a rotating shift pattern within the following operational hours:

Shift Rotation (4-weekly cycle):

Monday to Friday: 8.00am - 8.00pm (8.5-hour shifts with a weekend off)

1 in 2 Saturdays: 8.00am - 4.00pm (plus 4 weekdays worked)

1 in 6 Sundays: 10.00am - 4.00pm (plus 4 weekdays worked)

Bank Holidays will be on a rotational basis included within the rotation above

Where will I work?

You'll be based full-time at our Walsall office ( WS2 7BN ) during your probation period. Once you've successfully passed probation, you'll be eligible for our hybrid working model. When the time comes, we'll do our best to schedule late shifts and weekends to be worked from home, wherever possible.

About You

Who is HomeServe looking for? We're on the lookout for enthusiastic, energetic and determined individuals to join our Customer Retention team . In this role, you'll support our customers by answering queries about our policies and products at the point where they wish to cancel their policies, and where appropriate and compliant, you will also offer additional products that meet their needs.

You don’t need specific qualifications or a particular background to join us as a Customer Service Representative . What we are really looking for is customer service experience and the following qualities:

• Resilient and able to stay calm and professional in challenging situations
• A great listener who can understand what our customers need
• Eager to learn about our products, services, and systems
• Dedicated to delivering outstanding customer service
• Detail-focused, so you can follow our processes accurately
• Confident using a computer and learning new systems
• Someone who enjoys working in a fast-paced, supportive and fun environment

We will teach you everything else. Our comprehensive training programme is designed to set you up for success. This is a fantastic opportunity to join a growing business and start building your career, with hands-on support, ongoing training, and great rewards along the way.

About Us

What can HomeServe offer me?

• 22 days' holiday (rising to 25), with the opportunity to buy extra days. Plus, take 2 paid days to volunteer for a charity of your choice
• Access to hundreds of discounts via ORB - Our Recognition & Benefits platform, plus interest-free tech purchasing , Salary Finance, mortgage advice, and more (subject to eligibility)
• Free HomeServe policy – giving you peace of mind at home
• Pension scheme to support your future
• Health & wellbeing benefits including Paycare for Work, Virtual GP access, Will Writing support, Care
• Concierge, and our Employee Assistance Programme
• Free onsite parking and great links to local public transport
• Cycle to Work Scheme
• Free toast and refreshments to keep you fuelled throughout the day

Who is HomeServe?

With over 30 years' experience in looking after UK homes, HomeServe is one of the country’s leading home assistance providers. From home cover and new boilers to one-off repairs, we are always looking for ways to deliver better care to our customers.

Our expert teams are here to help with plumbing and drainage, boilers and heating, electrics, and even kitchen appliances. Whether it is a scheduled service, a one-off repair, or a full installation, our Home Experts are ready to get the job done - quickly, safely, and with care.

£50,000 - £55,000 + £5,500 car/cash allowance, 10% bonus and private medical.