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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 Reigate 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 Reigate
✨Tip Number 1
Get to know the company culture! Before your interview, do a bit of research on SCG. Check out their social media and website to understand their values and what they stand for. This will help you tailor your answers and show that you're genuinely interested in being part of their team.
✨Tip Number 2
Practice makes perfect! Role-play common customer service scenarios with a friend or family member. This will help you feel more confident when discussing how you'd handle difficult conversations or complaints during the interview.
✨Tip Number 3
Show off your problem-solving skills! Think of specific examples from your past experiences where you've successfully resolved customer issues or improved processes. Be ready to share these stories to demonstrate your ability to take ownership and drive results.
✨Tip Number 4
Don't forget to follow up! After your interview, send a quick thank-you email to express your appreciation for the opportunity. This not only shows good manners but also keeps you fresh in their minds as they make their decision.
We think you need these skills to ace Customer Hub Service Agent in Reigate
Some tips for your application 🫡
Show Off Your Customer Service Skills: When you're writing your application, make sure to highlight your customer service experience. We want to see how you've handled tricky situations and made customers feel valued. Use specific examples to show us your skills in action!
Be Clear and Concise: Keep your application straightforward and to the point. We appreciate clarity, so avoid jargon and long-winded explanations. Make it easy for us to see why you’re a great fit for the Customer Hub Service Agent role.
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 love seeing candidates who understand our needs and can demonstrate how they meet them.
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way to ensure your application gets to us quickly and efficiently. Plus, you’ll find all the info you need about the role right there!
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 of customer concerns.
✨Show Off Your Organisational Skills
Since this role requires strong organisational abilities, 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.