Customer Support

Job Advert; Corby; On-site; GBP 24,000 - 32,000; Full time

Job summary

Job Advert in London is hiring for a permanent customer support role focused on clear communication, empathy, and efficient issue resolution. You will handle inquiries across phone, email, chat and other channels, ensuring customers feel heard and supported.

You will actively listen to understand needs, triage problems, and provide accurate, timely solutions while maintaining detailed CRM records. The role emphasizes collaboration to resolve issues within SLAs.

Qualifications

• Experience in a customer support or service role.
• Strong verbal and written communication skills.
• Ability to multitask and manage priorities in a fast-paced environment.
• Empathy with customers and a customer-first mindset.
• Proficiency with computer systems and basic troubleshooting.

Responsibilities

• Respond to customer enquiries via phone, email, chat, and other channels.
• Listen actively to understand issues and determine resolutions.
• Diagnose basic technical problems and guide customers through steps.
• Manage multiple interactions, prioritising by urgency and impact.
• De-escalate conflicts and turn negative experiences into positives.
• Record and update customer information in the CRM with high attention to detail.
• Follow processes and flag recurring issues to the team for improvement.
• Collaborate with internal teams to resolve complex problems within agreed timeframes.

Skills

Customer service

Multitasking

Empathy

Problem solving

Communication

Education

GCSEs English & Maths

Tools

Zendesk

Salesforce

Job description

Step into a customer-facing role where your communication skills, empathy, and attention to detail genuinely make a difference to people’s day. This is a permanent opportunity with a growing London-based organisation that values professional, high-quality support and gives you the tools to deliver it. You’ll be part of a collaborative team that prides itself on resolving issues quickly and leaving customers feeling heard and supported.

About the Role:

You will be responsible for providing responsive, accurate, and empathetic support to customers across multiple channels, ensuring their queries and issues are resolved efficiently. Working at the heart of the customer journey, you will help maintain high satisfaction levels by actively listening, identifying needs, and delivering clear solutions. Your ability to manage time and priorities will directly impact service quality and customer loyalty.

Key Responsibilities:

• Respond to customer enquiries via phone, email, chat, and other digital channels, providing clear and accurate information.
• Actively listen to customers to understand their issues, ask relevant questions, and determine the most appropriate resolution.
• Diagnose and troubleshoot basic technical problems, guiding customers through step-by-step solutions.
• Manage multiple customer interactions simultaneously, prioritising cases based on urgency and impact.
• De-escalate challenging situations, using conflict resolution techniques to turn negative experiences into positive outcomes.
• Record and update customer information, interactions, and case details in the CRM system with high attention to detail.
• Follow established processes and workflows, while flagging recurring issues or trends to the wider team for improvement.
• Collaborate with internal teams to ensure complex customer problems are resolved within agreed timeframes.

Key Requirements:

• Proven experience in a customer support, contact centre, or customer service role.
• Strong verbal and written communication skills, with the ability to explain information clearly and professionally.
• Demonstrated ability to multitask and manage time effectively in a fast-paced environment.
• Track record of problem-solving, including investigating issues and identifying practical solutions.
• High level of empathy and active listening skills, with a customer-first mindset.
• Confident in using computer systems, online tools, and basic technical troubleshooting.
• Skilled in handling difficult conversations and resolving conflicts calmly and constructively.
• Meticulous attention to detail in documenting interactions and following procedures.

Desirable Skills:

• Experience working in a technology-driven or SaaS customer support environment.
• Familiarity with CRM or ticketing systems such as Zendesk, Salesforce, or similar platforms.
• Background in supporting customers via live chat or social media channels.
• Exposure to working with service level agreements (SLAs) and performance metrics.
• Ability to contribute feedback to improve support processes, scripts, or knowledge bases.

Qualifications:

• GCSEs (or equivalent) including English and Maths.
• Further education such as A-levels, vocational qualifications, or equivalent professional experience in customer support.
• Any relevant customer service or support-related certification is an advantage.