Customer Service Agent

Job Details

Salary £28,344 p.a. Job Type Permanent Hours Part-time

Job Description

JOB TITLE: Customer Service Agent BUSINESS UNIT/DEPARTMENT: Customer Service Centre LOCATION: Radcliffe REPORTS TO: Customer Service Team Leader ROLE PURPOSE: To act as the first point of contact for our customers and Network Partners. Providing the best possible levels of service while acting as a liaison for our customers and Network Partners, providing product/services information, answering questions, and resolving any emerging problems that our customer accounts might face with accuracy and efficiency LEVEL/GRADE: Entry-level agent DATE: October 2025 Key Accountabilities & Activities: Team Work - To work within a successful team that will achieve and exceed team KPI’s and provide an exceptional customer experience. - Be a proactive member of the team and a diligent proud ambassador of Nexus at all times. - Communicate effectively and efficiently with internal and external customers. - Make clear concise and accurate notes to detail every interaction with a customer for future reference and evaluation. - Behave in a professional and courteous manor and conduct all tasks with a customer centric mindset, when taking phone calls, emails and liaising with internal stakeholders Operational Performance - To execute all tasks and requests with a high degree of accuracy and in accordance with company procedures and standards. - To handle all telephone calls in a professional and timely manner. - Effective liaison with Network Partners in order to achieve SLA’s. - Proactive communication to our customers to ensure their expectations are managed. - Complaint handling skills, evaluating any associated risk and escalating where appropriate. - Sound service knowledge in order to identify customer needs and be positioned to recommend the appropriate service. - Collaborative approach to colleagues within all other business functions, sharing data and knowledge to improve both customer journey and internal operations - To complete any reasonable tasks delegated to you by the Team Leader Key Outputs/Metrics: - Speed of response and 100% App usage. - Reduced complaints - Calls Answered within KPI 30 seconds. - Right first time – reduced ticket reopening. - Excellent Phone and Email communication. - Ensuring real time updates of activities within the operating system. - Escalation of unresolved issues to Management team in line with the process. Essential/Desirable qualifications and experience and personal attributes Essential: - Great communication skills and ability to work as part of a team. - Attention to detail and great written and verbal communication skills. - The ability to multitask within a dynamic fast paced environment. - Strong organisational skills, to be mindful of SLA’s and customer expectations, and to conduct any relevant follow-ups within a timely manner Desirable: - Previous experience within the security industry - Innovative approach to work, solutions-focused

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