Customer Support Representative

Rotherwood; Saltaire; On-site; GBP 26,000 - 30,000; Full time

Job summary

Rotherwood in Shipley, West Yorkshire, is seeking a Customer Support Representative to join a fast-paced operations team. The role is office-based with hybrid opportunities after 6 months, subject to KPI achievement.

You’ll handle inquiries across phone, email, webchat and messaging platforms to ensure a professional, efficient customer journey. We’re looking for candidates with at least 2 years in customer service, strong communication, and good IT skills to log and resolve queries, assist with

Qualifications

• Minimum 2 years’ experience in a customer service environment.
• GCSEs or equivalent and/or NVQ Level 2-3 in Customer Service or Administration preferred.
• Proficient with multiple IT systems and CRM tools.

Responsibilities

• Handle customer enquiries across phone, email, webchat and other digital channels (up to 40 calls per day).
• Take ownership of queries from contact to resolution.
• Assist customers with account queries, service information and appointment bookings.
• Log and manage complaints with clear communication.
• Collaborate with internal teams to resolve issues and maintain records.
• Meet performance targets and KPIs in a fast-paced environment.

Skills

Communication

Multichannel support

Organisation

IT literacy

Education

GCSEs/NVQ Level 2-3 in Customer Service or Administration

Tools

CRM systems

Job description

Location: Shipley, West Yorkshire (office-based, with hybrid opportunities after 6 months subject to KPI achievement) Hours: Monday to Friday, between 8am-6pm (rotational shifts - 37.5 hours per week) Salary: £26,277.50 basic + progression to £30K+ OTE (subject to KPI attainment and progression after 6 months).

We’re currently recruiting for a Customer Support Representative to join a fast-paced, customer-focused operations team within a growing and forward-thinking organisation.

This is a varied role where you’ll be supporting customers across multiple channels, including phone, email, webchat and messaging platforms. You’ll play a key part in ensuring customers receive a professional, efficient and consistent service throughout their journey.

The Role

As part of a dynamic operations team, you’ll handle a wide range of customer enquiries, taking ownership of queries and working towards resolution. The role involves a mix of inbound calls and digital communication, with flexibility required depending on business needs.

• Managing customer enquiries across phone, email, webchat and other digital channels (up to 40 calls per day)
• Taking ownership of queries from initial contact through to resolution
• Supporting customers with account queries, service information and appointment bookings
• Logging and managing complaints, ensuring clear communication throughout
• Working collaboratively with internal teams to resolve customer issues
• Accurately updating systems and maintaining detailed records
• Meeting performance targets and KPIs in a fast-paced environment

About You

• Previous experience in a customer service or contact centre environment (2+ years preferred)
• Confident communicator with strong interpersonal skills
• Able to manage a high volume of enquiries and prioritise workload effectively
• Comfortable working to targets and performance metrics
• A proactive and adaptable approach, with the ability to handle a varied workload
• Strong IT skills and experience using multiple systems

Experience & Qualifications

• Minimum 2 years’ experience in a customer service environment.
• GCSEs (or equivalent) and/or NVQ Level 2-3 in Customer Service or Administration preferred.