Customer Support Expert

Jonathan Lee Group; Manchester; On-site; GBP 14,000 - 23,000; Full time

Job summary

Jonathan Lee Group in Manchester is seeking a Customer Support Expert to deliver outstanding service across calls, email, live chat, SMS and post. You will be the first point of contact for customers and dealers, ensuring clear, accurate and professional communication at every touchpoint.

Location: Based in Manchester, working Mon to Fri 9:00 am to 5:15 pm, with Saturday 9:00 am to 1:00 pm on a rota basis. Strong problem-solving and IT skills help you thrive in a busy contact centre.

Qualifications

• Handle inbound and outbound calls as a first point of contact for customers and dealers, delivering outstanding service.
• Tackle customer enquiries across phone, email, live chat, SMS, and post, ensuring every interaction is clear, accurate and professional.
• Maintain up-to-date customer account records, including processing name and address changes and sending letters or emails.
• Process and investigate customer payments made by debit/credit card, including refunds, and provide settlement quotes where required.

Responsibilities

• Handle calls and deliver outstanding service across channels.
• Investigate payments and refunds and provide settlement quotes where needed.
• Support customers through end-of-contract processes and manage dissatisfaction and escalation when required.
• Draft or summarise communications using guidance tools, ensuring accuracy before use.

Skills

Clear communication

Customer focus

Empathy

IT skills

Job description

Customer Services - Customer Support Expert - Up to £17.46 per hour umbrella rate (Inside IR35)

Do you have previous experience working in a customer contact centre environment?Join a fast-paced contact centre where every conversation matters. As a Customer Support Expert role you will have the chance to make a real difference for customers and dealers every single day. If strong communication, helpful problem-solving and a positive attitude sound like you, this Customer Support Expert opportunity is ready for you.

What You Will Do:

• Handle inbound and outbound calls as a first point of contact for customers and dealers, delivering outstanding service as a Customer Support Expert.
• Tackle customer enquiries across phone, email, live chat, SMS, and post, ensuring every interaction is clear, accurate and professional.
• Maintain up-to-date customer account records, including processing name and address changes and sending letters or emails.
• Process and investigate customer payments made by debit/credit card, including refunds, and provide settlement quotes where required.
• Support customers through end-of-contract processes, including managing dissatisfaction and escalation when needed.
• Use guidance tools and approved information to draft or summarise communications, ensuring outputs are checked and correctly applied before use as a Customer Support Expert.

What You Will Bring:

• Confident communication skills, with the ability to explain solutions clearly over the phone and in writing as a Customer Support Expert.
• Strong customer focus, with empathy and the confidence to tailor service to individual needs.
• Comfortable working in a contact centre environment and hitting personal and team objectives.
• Solid IT skills and a willingness to learn multiple systems quickly after training.
• Resilience and adaptability in a busy, changing environment, including the ability to cross-cover where required.

This Customer Support Expert role is designed to strengthen customer experience, drive operational excellence and support transformation through the effective use of tools and guidance. The goal is simple: help customers navigate important moments with care, accuracy and a consistently positive outcome.

Location:Based in Manchester, working Mon to Fri 9:00 am to 5:15 pm, with Saturday 9:00 am to 1:00 pm on a rota basis.