At a Glance
- Tasks: Deliver outstanding customer experiences through calls, emails, and chats.
- Company: Join a dynamic team at C365, where your voice matters.
- Benefits: Enjoy 233 hours of holiday, discounts, and a pension scheme.
- Other info: Hybrid work model with flexible team collaboration opportunities.
- Why this job: Be the frontline ambassador and make a real difference in customer care.
- Qualifications: 1 year of customer-facing experience and excellent service skills required.
The predicted salary is between 12.81 - 12.81 £ per hour.
About the role
Are you passionate about delivering outstanding customer experiences? In this dynamic role, you’ll be the frontline ambassador for C365, engaging with customers through calls, emails, and chats to provide timely, accurate, and empathetic support. Whether responding to enquiries, exploring customer needs, or collaborating across departments, you’ll play a pivotal role in ensuring every interaction reflects the quality and reliability of our services.
Hours & Shift Pattern
- 37.5 hours per week
- Shift pattern: Monday – Sunday, 07:00–22:00 (5 days a week)
- Location: Norwich (hybrid)
- Start date: July 2026
- Training: 2 weeks full‑time, Monday‑Friday 09:30‑17:00
Remuneration
- Salary: £24,979.50 per annum (£12.81 per hour) with potential KPI‑based increase
Benefits
- 233 hours holiday, including bank holidays worked on rota
- Discounts on groceries, shopping, holidays, insurance, restaurants, and more
- 24/7 employee assistance programme with app
- Family & friends’ discounts on services & products
- Pension scheme, up to 3% company matched
- Free on‑site parking
Job Responsibilities
- Provide timely, accurate, and empathetic support via calls, emails, and chats.
- Respond to enquiries, explore customer needs, and collaborate across departments.
- Engage with customers, provide exceptional service, receive enquiries, and explore additional requirements.
- Take inbound calls from new and existing customers and make outbound follow‑up calls.
- Work closely with all departments in C365, ensuring quality, accuracy, and outstanding customer service.
- Work flexibly across different teams within the Contact Centre as operational needs dictate.
- Support the Customer Relations function: manage enquiries, resolve concerns, assist with complaint handling in line with service standards.
Requirements & Qualifications
- Minimum 1 year of experience in a customer‑facing role.
- Excellent customer service skills; experience in a contact centre is advantageous.
- Strong ability to navigate multiple systems; CRM knowledge preferred.
- Adaptable, confident working across teams; comfortable managing varied customer interactions including complaints and sensitive issues.
- Genuine desire to help the community, empathetic and attentive to customer needs.
- 2‑week full‑time training commitment (Monday‑Friday 09:30‑17:00).
- Internet speed requirement: 5 Mbps upload and 15 Mbps download.
- UK‑based role with hybrid work within the UK.
- Pre‑employment screening including basic DBS checks and two years of referencing required.
Equal Opportunity Statement
We are committed to equal opportunities and welcome applicants regardless of religious beliefs, political opinion, race, sex, marital status, age or disability. If you require assistance to participate in the recruitment process, for example due to disability, please contact the careers Team on 01425 626337.
Contact Centre Representative - Customer Care in Norwich employer: Appello UK
C365 is an exceptional employer that prioritises outstanding customer experiences and employee well-being. Located in Norwich, our hybrid work model offers flexibility alongside a supportive work culture that fosters collaboration and personal growth. With generous benefits including 233 hours of holiday, discounts on various services, and a robust pension scheme, we are dedicated to creating a rewarding environment for our Contact Centre Representatives.
StudySmarter Expert Advice🤫
We think this is how you could land Contact Centre Representative - Customer Care in Norwich
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Appello UK. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Appello UK before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Contact Centre Representative - Customer Care in Norwich
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Appello UK:Your cover letter is your chance to shine! Tell us why you want to work at Appello UK specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Appello UK!
How to prepare for a job interview at Appello UK
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
