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- Tasks: Deliver exceptional customer service and manage complaints with a proactive approach.
- Company: Join a supportive team in a dynamic environment focused on customer satisfaction.
- Benefits: Enjoy 21 days holiday, career development, and perks like discounted gym memberships.
- Other info: We value diversity and support applicants with disabilities throughout the recruitment process.
- Why this job: Make a real difference by helping customers and improving their experience.
- Qualifications: Strong communication skills and a passion for service excellence are essential.
The predicted salary is between 28500 - 31000 £ per year.
Location: Reigate
Salary: £28,500 - £31,000
The Customer Hub Service Agent is a frontline role responsible for delivering exceptional customer service while proactively managing customer dissatisfaction, complaints, and early churn signals.
Key Tasks:- Manage customer tickets from initial contact through to resolution in line with SLA’s for customer service, billing, and contract‑related enquiries.
- Handle customer complaints professionally, ensuring customers feel listened to and supported.
- Liaise with internal teams and external suppliers to resolve customer issues efficiently.
- Take end‑to‑end ownership of customers reducing or partially ceasing services.
- Capture accurate reasons for service reduction to support churn insight and reporting.
- Calculate and apply relevant mid‑term charges in line with contract terms.
- Maintain accurate records across CRM, billing, and service platforms.
- Calculate Balance of Contract (BOC) charges and applicable cease charges accurately.
- Coordinate full-service cessations across all internal systems and with relevant carriers and suppliers.
- Confirm customer billing is stopped accurately and at the correct point.
- Investigate and resolve billing discrepancies linked to churn or service changes.
- Identify recurring churn drivers or operational issues.
- Contribute to continuous improvement of churn, leavers, and cessation processes.
- Strong customer service and communication skills with a passion for service excellence.
- Ability to manage difficult and sensitive customer conversations.
- Strong attention to detail and process discipline.
- Commercial awareness and understanding of contract terms.
- Strong organisational and problem‑solving skills.
- Ability to multi‑task and prioritise effectively.
- Calm, resilient, and solutions‑focused mindset.
- IT literate with experience using CRM, billing, and ticketing systems.
- 21 Days Holiday – increasing to 22 days after 3 years and to 25 days after 5 years.
- Birthday Day Off.
- Buy Holiday Scheme.
- Career Development and Progression Opportunities.
- Employee Assistance Programme.
- Enhanced Company Sick Pay.
- Discounted Retail Vouchers.
- Reduced Gym Membership.
- SCG Mobile Benefit.
- Employee Referral Bonus.
- Annual Salary Reviews.
- Pension Scheme.
- Fresh fruit and snacks.
- Free On-Site Parking.
- Charity Events.
SCG is proud to be an equal opportunities employer. We welcome applications from all parts of the community and are committed to upholding the principles of the Equality Act 2010. We are committed to supporting applicants with disabilities. We will endeavour to make necessary adjustments to ensure a fair and accessible recruitment process.
Customer Hub Service Agent in Guildford employer: SCG Corporate
Contact Detail:
SCG Corporate Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Hub Service Agent in Guildford
✨Tip Number 1
Get to know the company! Research SCG and understand their values, especially around customer service. This will help you tailor your approach during interviews and show that you're genuinely interested in being part of the team.
✨Tip Number 2
Practice your communication skills! As a Customer Hub Service Agent, you'll need to handle sensitive conversations with ease. Role-play with a friend or family member to get comfortable with managing complaints and showcasing your problem-solving abilities.
✨Tip Number 3
Be ready to share examples! Think of specific situations where you've excelled in customer service or resolved issues effectively. Having these stories at the ready will help you stand out during interviews.
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you're proactive and keen on joining our team. Don’t forget to follow up after applying to express your enthusiasm!
We think you need these skills to ace Customer Hub Service Agent in Guildford
Some tips for your application 🫡
Show Off Your Customer Service Skills: Make sure to highlight your customer service experience in your application. We want to see how you've handled tough situations and turned them into positive outcomes. Share specific examples that demonstrate your ability to manage complaints and keep customers happy!
Be Detail-Oriented: Attention to detail is key for this role, so make sure your application reflects that. Double-check for any typos or errors, and ensure that all the information you provide is accurate. We love candidates who take pride in their work and can follow processes meticulously.
Tailor Your Application: Don’t just send a generic application! Take the time to tailor your CV and cover letter to match the job description. We’re looking for someone who understands the ins and outs of the Customer Hub Service Agent role, so show us how your skills align with what we need.
Apply Through Our Website: We encourage you to apply through our website for the best chance of getting noticed. It’s super easy, and it helps us keep track of your application. Plus, you’ll get to see all the other cool opportunities we have at StudySmarter!
How to prepare for a job interview at SCG Corporate
✨Know Your Customer Service Basics
Brush up on your customer service principles before the interview. Be ready to discuss how you would handle difficult conversations and complaints, as this role is all about delivering exceptional service and managing customer dissatisfaction.
✨Familiarise Yourself with the Company
Do a bit of research on the company and its values. Understanding their approach to customer service and churn management will help you align your answers with what they’re looking for, showing that you’re genuinely interested in the role.
✨Prepare for Scenario Questions
Expect scenario-based questions where you’ll need to demonstrate your problem-solving skills. Think of examples from your past experiences where you successfully resolved customer issues or improved processes, as these will showcase your ability to take ownership.
✨Show Off Your Organisational Skills
Since the role requires strong organisational skills, be prepared to discuss how you manage multiple tasks and prioritise effectively. Share specific strategies you use to stay organised, especially when dealing with customer tickets and billing discrepancies.