Customer Services Information Guide

CRA Group Limited; Swindon; On-site; GBP 10,000 - 40,000; Full time

Job summary

A customer service organization in the United Kingdom is seeking a Customer Service Representative to provide high-quality support. You will be responsible for responding to customer enquiries via telephone and email, ensuring timely and accurate communication. The ideal candidate will have strong verbal and written skills, experience in a call centre or customer service role, and the ability to promote self-service solutions. This position offers an opportunity to contribute positively to customer satisfaction in a dynamic environment.

Qualifications

• Proven ability to deliver high-quality customer service in a customer-facing or contact centre environment.
• Excellent verbal and written communication skills, including telephone and email communication.
• Previous experience working in a call centre, customer services, or public sector environment.

Responsibilities

• Answer incoming customer telephone calls using Call Centre technologies.
• Respond to customer enquiries via digital email systems.
• Listen attentively to customers, ask relevant questions to understand their needs.
• Maintain excellent customer service standards across all communication channels.
• Provide clear guidance to customers, encouraging self-service solutions.

Skills

High-quality customer service

Verbal communication

Written communication

Listening skills

Use of Call Centre technologies

Understanding customer needs

Tools

Customer Relationship Management (CRM) systems

Job description

To provide high-quality customer service by responding to customer enquiries via telephone and email using Call Centre and digital technologies. The role supports customers by understanding their needs, providing accurate information, promoting self-service solutions, and ensuring all interactions meet Council customer service standards and data protection requirements.,

• Answer incoming customer telephone calls using Call Centre technologies in a professional, courteous, and welcoming manner.
• Respond to customer enquiries received via digital email systems, ensuring timely and accurate responses.
• Listen attentively to customers, asking relevant and probing questions to establish facts and gain a full understanding of customer needs.
• Maintain excellent customer service standards at all times, ensuring positive and professional interactions across all communication channels.
• Provide clear guidance and support to customers, enabling them to self-serve where appropriate, including the use of Council equipment, with the aim of encouraging future independent use of their own devices.
• Offer accurate information, advice, and signposting to resolve customer enquiries at first point of contact wherever possible.
• Refer unresolved, complex, or sensitive issues to a Senior Officer, Team Leader, or appropriate service area in line with agreed procedures.
• Accurately record customer interactions and outcomes using relevant systems.
• Adhere strictly to the Data Protection Act and Council policies, ensuring confidentiality and secure handling of customer information at all times.
• Contribute to a positive team environment and support continuous improvement in customer service delivery. Proven ability to deliver high-quality customer service in a customer-facing or contact centre environment.
• Excellent verbal and written communication skills, including telephone and email communication.
• Strong listening skills with the ability to ask relevant questions to fully understand customer needs.
• Confident use of Call Centre systems, digital email technology, and customer information systems.
• Ability to guide and support customers to use self-service options and digital services.
• Professional, courteous, and welcoming manner at all times.
• Ability to work accurately while handling multiple enquiries.
• Understanding of the importance of confidentiality and compliance with the Data Protection Act.
• Ability to follow procedures and escalate unresolved issues to senior staff or appropriate service areas.
• Previous experience working in a call centre, customer services, or public sector environment.
• Experience supporting customers with digital or online services.
• Knowledge of Council services and processes.
• Experience using Customer Relationship Management (CRM) systems.