Customer Support Representative

HRC Recruitment; Kilmarnock; Hybrid; GBP 25,000 - 29,000; Part time

Job summary

A recruitment agency in Kilmarnock is seeking a Customer Support Representative to help customers in crisis situations. This role requires excellent communication skills and the ability to handle sensitive situations with empathy. The ideal candidate will work Monday to Friday, enjoying flexible hours and an annual bonus. Join us for real job satisfaction by making a difference in the lives of others.

Benefits

Monthly recognition programme

Ability to earn annual bonus

Flexible hours

Part-time hours considered

Qualifications

• Confident and empathetic communication with customers in distress.
• Ability to maintain high quality standards in customer interactions.
• Competence in managing multiple systems efficiently.

Responsibilities

• Help customers with complex personal circumstances.
• Communicate effectively via phone, email, and live chat.
• Work collaboratively with the team to improve service.

Skills

Empathy

Communication

Resilience

Decision making

Tools

Microsoft packages

Job description

Customer Support Representative

Kilmarnock

£25,000

Monday to Friday - 8 am to 4 pm or 9 am to 5 pm

What your day looks like

• A new challenge every day (let’s be honest… work can be tiresome doing the same thing repeatedly)
• Help customers who are experiencing complex personal circumstances
• Discuss, empathise, and encourage disclosure of information to allow you to help customers
• Communicating with customers and third parties via telephone, email, letter & live chat
• Work together with your team and share best practice to continually improve our service
• Celebrate success – we encourage you to highlight awesome work completed
• And finally, when you need any support… you got it!

What we expect from you

• Deliver great conversations and customer outcomes – by phone and in writing
• Maintain consistently high standards of quality during customer interactions
• Know Your Customer – take the right approach, not necessarily the normal approach
• Adhere to regulations (we will cover these off in training)
• Efficiently manage your caseload within agreed targets
• Comfortable using multiple systems and Microsoft packages
• Adhere to our values
• Committed to always doing our best work
• Accountable for our actions
• Respectful in our interactions with each other
• Ethical in every situation
• Successful because we work together as a team

You’ll be

• Confident and empathetic when communicating with customers, including regularly speaking to those who threaten to complete suicide and/or harm themselves and the recently bereaved
• A patient demeanour
• Able to make confident decisions about capacity & incapacity
• Good at reading between the lines and listening out for/looking for things customers haven’t disclosed, but may factor into our decision making
• Ability to show great resilience after upsetting and unsettling calls
• Willing to share your own expertise and ideas (we want your input so we can keep improving)
• Open to coaching and keen to learn new skills
• Great at engaging with customers and building relationships, with a service‑minded approach

The perks

• Monthly/Quarterly recognition programme and incentives throughout the year
• Ability to earn annual bonus
• Hybrid/Flexible hours of work – currently Monday to Friday between 8 am and 5 pm
• Part‑time hours considered

And above all else, real job satisfaction. You’ll soon realise you are truly helping those who need our support, during a vital point in their life. If all that tickles your taste buds, then we really look forward to hearing from you (best get that CV updated…but we’re sure you’ve already done that).