Multi-Channel Customer Support Specialist

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

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.