Senior Customer Service Agent

Your World Recruitment Group; Preston; On-site; GBP 28,000 - 36,000; Full time

Job summary

Your World Recruitment Group is seeking a Senior Customer Service Agent to join a busy operations team in the Preston area. You will handle complex enquiries, manage cases, and contribute to service improvements while delivering professional, empathetic support.

The role focuses on resolving escalated issues, maintaining detailed records, and collaborating with internal departments to ensure timely resolutions in a fast-paced environment.

Qualifications

• Experience in handling complex customer queries and escalated cases.
• Ability to identify and implement process improvements in service delivery.
• Proficient in maintaining accurate records of all customer interactions.
• Familiarity with CRM platforms such as Zendesk or similar tools.
• Strong communication and organisational skills are essential.

Responsibilities

• Handle complex customer enquiries and escalated cases via phone and written channels.
• Investigate and resolve issues to ensure a positive customer experience.
• Maintain accurate case notes and customer records; liaise with internal teams for timely resolutions.
• Identify opportunities to streamline processes and improve service delivery.

Skills

Customer service

Communication

Problem-solving

Case management

Process improvement

CRM familiarity

Team collaboration

Tools

Zendesk

CRM software

Microsoft Word

Microsoft Outlook

Job description

We are recruiting for a Senior Customer Service Agent to join a dynamic and expanding organisation committed to delivering exceptional service to its customers. This is an excellent opportunity for an experienced customer service professional who enjoys resolving complex issues, improving processes, and supporting colleagues within a busy operational environment.

The successful candidate will play a key role in ensuring high levels of customer satisfaction while contributing to the continuous improvement of service delivery.

Key Responsibilities

Customer Service & Case Management

• Handle complex customer enquiries and escalated cases through telephone and written communication channels.
• Investigate and resolve issues efficiently, ensuring a positive customer experience.
• Provide professional, empathetic, and solutions-focused support.
• Maintain accurate records of all customer interactions and actions taken.
• Liaise with internal departments to ensure timely resolution of customer concerns.
• Monitor cases through to completion, ensuring all service standards are met.

Process Improvement

• Identify opportunities to improve customer service processes and operational efficiency.
• Contribute ideas and recommendations to enhance service delivery and customer satisfaction.
• Support initiatives designed to streamline workflows and reduce manual administration.
• Share knowledge, best practices, and provide guidance to less experienced team members when required.

Systems & Administration

• Utilise customer service platforms and internal systems confidently and accurately.
• Maintain detailed and up-to-date case notes and customer records.
• Support the implementation and optimisation of systems and procedures.
• Adapt quickly to new technologies and changing business requirements.

Person Specification

• Previous experience in a senior customer service role.
• Excellent verbal and written communication skills.
• Strong problem-solving and conflict-resolution abilities.
• Experience handling escalated complaints and complex customer queries.
• Ability to prioritise workload and perform effectively under pressure.
• Proficiency in Microsoft Word and Outlook.
• Experience using customer relationship management (CRM) systems, such as Zendesk or similar platforms.
• Strong organisational skills and attention to detail.
• Ability to work independently and collaboratively within a team.
• Demonstrable experience within a customer service environment.

The Ideal Candidate

• Customer-focused with a genuine passion for delivering excellent service.
• Calm and professional when dealing with challenging situations.
• Proactive, adaptable, and solutions-oriented.
• Highly organised with the ability to manage multiple priorities.
• Technically confident and quick to learn new systems.
• Keen to contribute to a culture of continuous improvement.