CoE Customer Service Represenative

CoE Customer Service Representative Level 1

Location: Booths Park, Knutsford, WA16 8GS

Salary: £26 – £28k per annum

Reports to: CoE Customer Service Manager

Shift times: 6am – 2:30pm, 2pm – 10:30pm, 10.00pm – 6.30am

Office based

As a CoE Representative, you will be the first point of contact for customers, handling inquiries, fulfilling customer requests and resolving basic issues, and providing exceptional service. Working under the guidance of the CoE Manager, you will play a crucial role in ensuring customer satisfaction and representing Custodia’s commitment to excellence.

This role is ideal for professionals with strong interpersonal skills, attention to detail, and a passion for delivering outstanding customer experiences.

Key Responsibilities: Customer Interaction & Support:

Act as the first line of contact for customer inquiries via email, phone, or chat, ensuring timely and professional responses

• Log, categorize, and escalate customer issues or requests to the appropriate teams, following established workflows.

• Provide accurate information about Custodia’s services, resolving common queries and basic issues.

• Maintain a polite and empathetic approach to customer interactions, focusing on customer satisfaction and relationship building

• Perform follow-ups to ensure that customer issues are resolved and that they are informed about the status of their requests

Issue Documentation & Escalation

• Accurately document customer interactions, including complaints, technical issues, and requests, in the ticketing system.

• Identify recurring customer issues and escalate them to the CoE Manager or Tech lead as necessary.

• Monitor and track open cases, ensuring adherence to service level agreements (SLAs) for response and resolution times.

Collaboration with Teams

• Collaborate closely with the Tech Support Team to ensure seamless handoff of technical issues requiring L2 or L3 expertise.

• Communicate effectively with the CoE Manager regarding escalations, feedback, and suggestions for improving customer service processes. Classification: Commercial In Confidence

• Participate in team meetings and training sessions to stay up to date with company policies, product knowledge, and best practices

• Collaborate with the Professional Services Team Customer Satisfaction & Professionalism:

• Strive to exceed customer expectations in every interaction, ensuring a positive and professional impression of Custodia. • Contribute to customer retention efforts by addressing concerns promptly and effectively.

• Adhere to company values and exhibit professionalism in appearance, punctuality, and communication.

Process Adherence & Continuous Improvement:

• Follow defined workflows and standard operating procedures (SOPs) to maintain consistency and efficiency in customer service. • Identify opportunities to improve processes and communicate them to the CoE Manager

• Contribute to team performance by meeting individual targets for response times, resolution rates, and customer satisfaction scores.

Qualifications & Skills: Required:

• High school diploma or equivalent; a bachelor’s degree in Technology, Business, or a related field is a plus.

• 1+ years of experience in a customer service role or related field.

• Strong verbal and written communication skills, with the ability to convey information clearly and professionally. – in English

• Proficiency in using ticketing tools and customer service software.

• Basic technical troubleshooting skills and an eagerness to learn Custodia’s service offerings.

• Must be ready to work shifts.

Preferred:

• Industry certifications such as ITIL Foundation, Customer Service Excellence Certification, or equivalent.

• Familiarity with hybrid cloud environments, enterprise infrastructures and technical service delivery.

• Experience working in a team-oriented, collaborative environment. Key Traits:

• Reliability: Punctual, dependable, and consistent in delivering high-quality work. Classification: Commercial In Confidence

• Problem-Solving: Ability to identify issues, troubleshoot basic problems, and escalate when necessary.

• Customer-Focused: Demonstrates patience, empathy, and a strong commitment to customer satisfaction.

• Professionalism: Maintains a polished and positive demeanour when representing Custodia.

• Teamwork: Works collaboratively with colleagues to achieve shared goals and support the team.

Benefits:

On site Free GYM membership

BUPA Dental & healthcare

Health Assured app

28 days holiday (excluding Bank Holidays)

Fabulous working location

Free onsite parking