At a Glance
- Tasks: Support customers with enquiries and complaints about road user charging schemes.
- Company: Join a dynamic team in Coventry focused on excellent customer service.
- Benefits: Competitive pay, potential for remote work, and valuable training.
- Other info: Great opportunity for career growth and learning in a supportive environment.
- Why this job: Make a difference in public service while developing your skills.
- Qualifications: Detail-oriented, strong communication skills, and problem-solving abilities.
The predicted salary is between 29616 - 36198 £ per year.
Location: Coventry, CV6 5NX. Office-based initially, then Home Working
Hours: Monday to Friday, 8:00am to 4:00pm
Contract: Initial 12-week assignment with strong potential for extension
Start Date: 7 September
Training Period: Office-based for 4-6 weeks
About the Role
We're looking for Customer Service Representatives to join a busy team handling complex customer enquiries. In this varied and rewarding role, you'll support customers by managing applications, account enquiries, correspondence, and complaints relating to road user charging schemes. You'll provide excellent customer service through written communications and, where required, handle customer enquiries over the phone across multiple workstreams. This is a multi-skilled position offering the opportunity to learn different processes, develop specialist knowledge, and contribute to an essential public service.
Key Responsibilities
- Process customer applications, account amendments, and service requests in line with business rules and procedures
- Manage web-based, email, and written customer enquiries, complaints, and correspondence
- Handle complex customer enquiries, providing clear and accurate guidance
- Investigate customer cases thoroughly and make informed decisions within authorised guidelines
- Liaise with third-party organisations where required
- Maintain high levels of accuracy while working towards quality and productivity targets
- Use multiple systems, tools, and resources to deliver excellent customer outcomes
- Provide support and guidance to colleagues when needed
- Contribute to team performance and service level objectives
- Identify opportunities for process improvements and continuous enhancement
- Adhere to all security, compliance, and health and safety requirements
What We're Looking For
We're seeking individuals who are detail-oriented, customer-focused, and comfortable working with complex information.
Essential Skills & Experience
- Strong reading comprehension and analytical skills
- Excellent written communication and letter-writing ability
- Ability to interpret and apply detailed business rules and procedures
- Strong investigative and problem-solving skills
- Ability to make accurate decisions using available guidance and systems
- Excellent attention to detail
- Comfortable working in a target-driven environment
- Ability to adapt quickly and work across multiple workstreams
- Strong organisational and time-management skills
Working Pattern
Office-based training: First 4-6 weeks from 7 September
Home working: Following successful completion of training
Hours: 8:00am to 4:00pm, Monday to Friday
Attendance Requirements
Due to the comprehensive training programme, candidates should ideally have:
- No pre-booked annual leave during the first 6 weeks of employment
- Full commitment to the training period
- Any planned absences must be discussed and approved in advance
Customer Service Representative in Leicester employer: Impellam Group
As a Senior Associate in Business Intelligence at our London office, you will thrive in a dynamic and supportive work environment that champions innovation and collaboration. We offer hybrid working arrangements, competitive benefits, and ample opportunities for professional growth, ensuring that you can develop your skills while contributing to impactful transformation projects in the financial services sector. Join us to be part of a forward-thinking team that values your contributions and fosters a culture of continuous improvement.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Service Representative in Leicester
✨Get Social with Customer Support Communities
Join customer support groups on platforms like Facebook or Reddit. They often share job openings or temp opportunities. Engaging with these communities can help you learn more about the specific skills and experiences employers are looking for, plus you'll meet folks who might know about openings at companies like Impellam Group.
✨Leverage Seasonal Hiring Trends
Since customer support roles can spike during busy seasons (think holidays and sales periods), keep an eye out for timelines when companies ramp up hiring. Make sure to apply early and stay active; sending a quick follow-up a week after applying can show your enthusiasm for the role.
✨Flex Your Communication Skills
In customer support, communication is key! Prepare for hypothetical scenarios that test your problem-solving and customer interaction skills. Practising answers to common role-play questions can really help you shine in interviews—trust us, it makes a difference!
✨Make the Most of Job Boards
Use industry-specific job boards like Glassdoor or Indeed to find temporary roles. Don’t forget to set up alerts for customer support positions at companies like Impellam Group. The earlier you apply, the better your chances, so keep your finger on the pulse!
We think you need these skills to ace Customer Service Representative in Leicester
Some tips for your application 🫡
Highlight Your Communication Skills:In customer support, top-notch communication is key. Make sure your CV showcases any previous experience where you’ve had to clearly convey information or resolve issues. If you’ve handled customer queries via email or chat, mention it! Let’s see those strong verbal and written skills shine through.
Showcase Problem-Solving Experience:Employers love to see how you've handled tricky situations. Include examples in your application where you’ve tackled customer concerns or had to think on your feet. It's all about proving you can keep cool under pressure and find solutions—something super important in a temporary customer support role!
Tailor Your Approach for Temporary Roles:Since this is a temporary gig, make sure your cover letter emphasises your flexibility and eagerness to dive right in. Mention that you're ready to hit the ground running and are adaptable to new tools or systems—this shows that you understand the urgency often needed in temporary positions.
Proof of Customer Satisfaction:If you’ve got any quantifiable achievements from past customer support roles, like improved customer satisfaction scores or successful project completions, make sure to include them. Numbers speak volumes! This not only shows your capability but also gives us a reason to believe you'll bring that same success to Impellam Group.
How to prepare for a job interview at Impellam Group
✨Master the Customer Interaction Game
In customer support, we need to showcase our people skills. Prepare for role-playing scenarios where you'll demonstrate how to handle difficult customers or resolve complaints. Think about the types of issues common in Impellam Group's industry and how you can respond empathetically and effectively!
✨Know Your Products Inside Out
For a temporary role, it's crucial to familiarize yourself with the products or services Impellam Group offers. Brush up on key features, common issues, and FAQs. This knowledge will enable you to respond quickly and confidently to customer queries, showing you’re ready to jump in at a moment’s notice!
✨Flexibility is Key - Emphasise Your Adaptability!
Since this is a temporary role, we're looking to convey how quickly we can adapt to new systems or processes. Be ready to share examples of how you've quickly learned new tools or adjusted to changing environments in past roles. Show them you're the go-to person when the pressure's on!
✨Prepare for Quick Conversational Q&A
You might face a rapid-fire round of questions about customer service principles or how you'd handle specific situations. To ace this, think through different customer scenarios ahead of time, and practice your responses to ensure they're concise and impactful. The aim is to demonstrate your quick thinking and problem-solving skills!
