Apprenticeship Description

Job Title

Customer Service Agent

Department

Customer Operations

Reports To

Customer Service Team Leader

Location

Grey Street, Newcastle (Office Based)

Salary

£8.00 per Hour

Purpose of the Role

The purpose of this role is to deliver a high-quality customer experience by managing customer enquiries, requests, and service issues in a professional, efficient, and friendly manner.

The Customer Service Agent will be responsible for resolving customer queries at the first point of contact wherever possible, supporting customer satisfaction, and ensuring all customer interactions reflect the company’s standards, values, and commitment to service excellence.

As part of the wider Customer Operations team, this role contributes to operational performance through consistent service delivery, effective communication, accurate administration, and a customer-focused approach.

Key Responsibilities

The Customer Service Agent will be responsible for:

• Handling customer enquiries across multiple channels, including telephone, email, and live chat.
• Providing accurate information, guidance, and support relating to company products and services.
• Resolving customer queries efficiently, taking ownership of issues and escalating complex matters when required.
• Working collaboratively with internal teams and third-party suppliers to resolve service issues and customer concerns.
• Maintaining accurate and up-to-date customer records using internal systems.
• Identifying opportunities to support customer needs through relevant product or service recommendations.
• Managing workload effectively to achieve agreed productivity, quality, and service level targets.
• Following company policies, procedures, and data protection requirements at all times.
• Supporting positive customer outcomes through effective communication, attention to detail, and a proactive approach.

General Duties

• Comply with all company policies, procedures, and operational requirements.
• Maintain confidentiality and uphold data protection standards.
• Promote equality, diversity, and inclusion within the workplace.
• Support a positive team environment and contribute to continuous improvement.
• Undertake any other reasonable duties as required by management.

Person Specification

Essential Criteria

Experience

• Previous experience working in a customer service or customer-facing role.
• Experience working in a fast-paced environment where managing multiple priorities is required.

Skills & Abilities

• Strong verbal and written communication skills.
• Customer-focused approach with a positive and professional attitude.
• Ability to investigate issues, solve problems, and make appropriate decisions.
• Ability to work independently and collaboratively as part of a team.
• Resilient and calm when managing high volumes of enquiries or challenging situations.
• Strong organisational skills with excellent attention to detail.
• Ability to manage workload effectively while maintaining service and quality standards.

Knowledge

• Understanding of effective customer service principles and customer-focused behaviours.
• Awareness of data protection, confidentiality, and information security requirements.
• Understanding of the importance of accuracy when maintaining customer records.

Qualifications

• GCSE Maths and English at Grade C/4 or above (or equivalent). 

Personal Attributes

• Professional, approachable, and customer-focused.
• Positive and supportive attitude.
• Reliable, adaptable, and willing to embrace change.
• Committed to delivering a high standard of customer service.
• Takes ownership and demonstrates accountability.

Desirable Criteria

• Experience working within a multi-channel customer service environment.
• Experience using CRM or customer management systems.
• Experience working towards service level agreements, quality measures, or performance targets.

About the Role

We are looking for a Customer Service Agent to join our Customer Operations team and play a key role in delivering excellent customer experiences.

You will be responsible for managing customer enquiries, resolving service issues, and providing accurate support across a range of communication channels. You will take ownership of customer interactions, ensuring queries are handled professionally, efficiently, and in line with company standards and values.

This is an exciting opportunity for someone who enjoys helping customers, solving problems, and working in a busy, team-focused environment.

Key Responsibilities

You will be responsible for:

• Handling customer enquiries via telephone, email, and live chat.
• Providing accurate information and support relating to products and services.
• Resolving customer queries and escalating complex issues when required.
• Maintaining accurate customer records and updating internal systems.
• Working with internal teams and suppliers to support effective issue resolution.
• Managing workload to achieve productivity, quality, and service targets.
• Delivering positive customer experiences through effective communication and problem-solving.

About You

To be successful in this role, you will have:

• Previous experience in a customer service or customer-facing position.
• Strong communication and interpersonal skills.
• A professional and positive approach when dealing with customers.
• The ability to work independently and as part of a team.
• Good organisational skills with strong attention to detail.
• The ability to remain calm and effective in a fast-paced environment.
• Confidence using computer systems, including Microsoft Office applications.

Experience using CRM systems or working within a multi-channel customer service environment would be advantageous but is not essential.

Why Join Us?

You will become part of a supportive Customer Operations team where your contribution directly helps improve customer experiences and business performance.