Find a job 
Featured Companies 
Featured Universities 
For Companies At a Glance
- Tasks: Provide top-notch customer service and resolve technical issues via various channels.
- Company: Join SCC, Europe's largest privately-owned IT company, based in Birmingham.
- Benefits: Enjoy hybrid working, a competitive salary, and generous company perks including paid volunteering days.
- Why this job: Be part of an inclusive culture with opportunities for career growth and lifelong learning.
- Qualifications: No specific experience required; just a passion for customer service and a willingness to learn.
- Other info: Flexible working hours and a supportive team environment await you!
The predicted salary is between 21000 - 24000 £ per year.
We are actively building diverse teams and welcome applications from everyone.
Location: Birmingham (SCC operate hybrid working, which comprises of a mix of office and home working)
Contract Type: Permanent
Salary Package: £25,000 - £27,000 plus large company benefits, a broad flexible benefits scheme, and 2 paid-for volunteering days a year
Hours: 9.00 am – 5.30 pm, Monday – Friday
Interview Process: 2-stage process
Why SCC?
- An inclusive workplace
- Excellent package: solid basic and company benefits
- Hybrid working & core hours in line with role requirements
- Career development and life-long learning opportunities
- Opportunity to join Europe's largest privately-owned IT Company
Role Purpose
CRC Agents provide customer service and are responsible for logging internal and external customer reported issues, vetting and assigning incidents and requests, handing IMAC calls and associated movements, resolving field based and managed print incidents, defending SLAs, updating and maintaining an assets database and engaging with a variety of supporting teams including 3rd parties and vendors. This is a process driven role requiring a willingness to learn and understand systems and inter-departmental requirements.
Key Responsibilities
- Provide high levels of customer service to customers, both internal and external. This can be provided via email, portal and telephone.
- Engage positively with internal departments, third parties and vendors.
- Defend the Service Level Agreement of incidents and requests, escalating where appropriate.
- Schedule Incidents, requests and IMACs with the end customer.
- Adhere to relevant operational processes, such as chargeables and bespoke customer processes.
- Maintain where applicable, the asset database, including liaising with logistics and the warehousing teams.
- Ensure any relevant issues are updated comprehensibly in the toolset.
- Engagement with ITIL support teams.
- Resolve customer technical issues by providing 1st and 2nd line support.
- Remote installation and configuration of client devices and associated software.
Skills And Experience
- Experience of delivering great customer service as well as possessing good written and oral communication skills.
- Possess a basic knowledge of modern IT technologies to include networking, printer support and servers.
- Demonstratable problem-solving skills.
- Knowledge of IT operating systems including managed print, SQL and BASIC scripting.
- Able to manage time and workload effectively.
- Strong attention to detail, and able to adapt to business requirements as needed.
- Understanding of ITIL processes.
- A willingness to learn, develop and grow.
About Us
SCC is Europe's largest privately-owned IT business, based out of the new £7m HQ office in Birmingham and we help clients succeed through IT transformation and exceptional customer experiences. We are a business where innovation is greater as we combine unique ideas, people and disciplines. We are a global company that is passionate about IT and where we look to simplify the complex.
We are an equal opportunities employer. SCC is committed to providing equal opportunities and a proactive and inclusive approach to equality and diversity in employment. No applicant or employee will be treated less favourably than another on the grounds of a protected characteristic which are defined as sex, sexual orientation, age, disability, gender reassignment, trade union membership or non-membership, marriage and civil partnership, pregnancy and maternity, race and religion or belief.
If you are selected for interview, and need any reasonable adjustments made for your interview, please let the SCC Talent Acquisition team know, at the point of scheduling.
Customer Response Centre Agent employer: SCC
Contact Detail:
SCC Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Response Centre Agent
✨Tip Number 1
Familiarise yourself with ITIL processes, as this role heavily involves adhering to operational procedures. Understanding these frameworks will not only help you in the interview but also demonstrate your commitment to the role.
✨Tip Number 2
Brush up on your customer service skills by practising common scenarios you might face in a call centre environment. Being able to articulate how you would handle difficult situations can set you apart from other candidates.
✨Tip Number 3
Showcase your problem-solving abilities by preparing examples of past experiences where you've successfully resolved issues. This will highlight your capability to manage customer queries effectively.
✨Tip Number 4
Research SCC and its values, especially their commitment to diversity and inclusion. Being able to discuss how your personal values align with theirs can make a strong impression during the interview.
We think you need these skills to ace Customer Response Centre Agent
Some tips for your application 🫡
Understand the Role: Read through the job description carefully to understand the key responsibilities and skills required for the Customer Response Centre Agent position. Tailor your application to highlight how your experience aligns with these requirements.
Highlight Relevant Experience: In your CV and cover letter, emphasise any previous customer service roles or experiences that demonstrate your ability to provide high levels of customer support. Mention specific examples where you successfully resolved issues or improved customer satisfaction.
Showcase Communication Skills: Since the role requires excellent written and oral communication skills, ensure your application is clear, concise, and free of errors. Use professional language and structure your documents well to make a positive impression.
Express Willingness to Learn: SCC values candidates who are eager to learn and grow. In your application, mention your willingness to develop new skills and adapt to changing business needs, especially in relation to IT technologies and processes.
How to prepare for a job interview at SCC
✨Showcase Your Customer Service Skills
As a Customer Response Centre Agent, your ability to provide excellent customer service is crucial. Prepare examples from your past experiences where you successfully resolved customer issues or improved their experience. This will demonstrate your capability and commitment to high-quality service.
✨Familiarise Yourself with ITIL Processes
Understanding ITIL processes is essential for this role. Brush up on the basics of ITIL and be ready to discuss how these principles can be applied in a customer service context. This knowledge will show that you are proactive and serious about the position.
✨Demonstrate Problem-Solving Abilities
The role requires strong problem-solving skills. Think of specific instances where you faced challenges and how you overcame them. Be prepared to discuss your thought process and the steps you took to resolve issues, as this will highlight your analytical skills.
✨Ask Insightful Questions
At the end of the interview, take the opportunity to ask questions about the company culture, team dynamics, and career development opportunities. This shows your genuine interest in the role and helps you assess if the company is the right fit for you.
