Part Time Customer Experience Agent

SCG Midlands; Birmingham; On-site; GBP 28,000 - 30,000; Part time

Benefits offered by this job

21 days holiday

Birthday day off

Holiday purchase scheme

Employee Assistance Programme

Free onsite parking

Enhanced sick pay

Retail vouchers

Gym discount

Annual salary review

SCG mobile benefit

Employee referral bonus

Job summary

SCG Midlands in Quinton, Birmingham, is seeking a Customer Experience Agent for 25 hours per week (Mon-Fri 8.30am-1.30pm). The role focuses on triaging and supporting customer enquiries, including invoice and contract queries, with emphasis on accurate data and exceptional service.

The position requires strong customer experience skills, a calm, proactive mindset, and the ability to manage multiple tasks within SLA. Benefits include holiday entitlement and on-site parking.

Qualifications

• Passionate about the Customer Experience and delivering excellent service.
• Strong customer experience skills.
• Ability to multi-task and prioritise under pressure.
• Positive, solutions focused mindset with a can-do attitude.
• Ability to adapt and negotiate/mediate.
• Decision making skills.
• Resilient, with the ability to stay calm under pressure to make informed decisions.
• Interest in Technology and Innovation.

Responsibilities

• To ensure we are regularly communicating with clients while exceeding their expectations.
• Maintaining a process driven work environment.
• Manage a variety of queries from start to completion including Billing and service-related matters.
• Ensure all MI is updated.
• Identify own training requirements.
• Understanding and resolving issues within SLA.
• Accurately triaging all tickets and passing to relevant support team for those not resolved by Customer Services & Support.
• Monitor to define patterns and work to lessen recurrence.
• Liaising with other surrounding support teams on billing and contract queries.

Skills

Customer Experience

Multi-tasking

Calm under pressure

Solutions focused

Negotiation/mediation

Decision making

Technology & Innovation interest

Job description

Salary: £28,000 – £30,000 (pro rata)

Hours: 25 hours per week, Monday – Friday 8.30am-1.30pm

Location: Quinton, Birmingham

Customer Experience Agent (CEA’s) are the first point of contact for our customers. You will triage and support customers with enquiries such as invoice queries, contract enquiries, customer retention and ensuring customer data is correct and up to date. This is a diverse and challenging role where attention to detail, coupled with an overriding passion for providing customers with exceptional service, is key.

Responsibilities

• To ensure we are regularly communicating with clients while exceeding their expectations.
• Maintaining a process driven work environment.
• Manage a variety of queries from start to completion including Billing and service-related matters.
• Ensure all MI is updated.
• Identify own training requirements.
• Understanding and resolving issues within SLA.
• Accurately triaging all tickets and passing to relevant support team for those not resolved by Customer Services & Support.
• Monitor to define patterns and work to lessen recurrence.
• Liaising with other surrounding support teams on billing and contract queries.

Skills And Experience Required

• Passionate about the Customer Experience and delivering excellent service.
• Strong customer experience skills
• An ability to multi-task and prioritise with the ability to stay calm under pressure and think creatively.
• A positive, solutions focused mindset coupled with a can-do attitude to always deliver for our customers and ensure every engagement with us is managed promptly in a positive manner where the customer feels valued.
• The ability to adapt and negotiate/mediate.
• Decision making skills.
• Resilient, with the ability to stay calm under pressure to allow them to make the most informed decision with each customer engagement.
• Interest in Technology and Innovation.

Benefits

• 21 days holiday – increasing to 22 days after 3 years and to 25 days after 5 years
• Extra day off for your birthday
• Buy holiday scheme
• Employee Assistance Programme
• Free onsite parking
• Enhanced company sick pay
• Discounted retail vouchers
• Reduced gym membership
• Annual salary review
• SCG mobile benefit
• Employee referral bonus

SCG is proud to be an equal opportunities employer.

We welcome applications from all parts of the community and are committed to upholding the principles of the Equality Act 2010.

We are committed to supporting applicants with disabilities. We will endeavour to make necessary adjustments to ensure a fair and accessible recruitment process.