Customer Service Representative

Customer Service Representative
Location: Coventry, CV6 5NX. Office-based initially, then Home Working
Hours: 30 hours per week. 10 hour fixed shifts on Monday and Tuesdays, the remaining 10 hours to be worked on either Wednesday, Thursday or Friday. Shifts between the hours of 8am and 8pm.
Contract: 20-30 weeks.
Start Date: 12 October
Training Period: Office-based for 4-6 weeks

About the Role

We're looking for Customer Service Representatives to join a busy and supportive team, helping customers with a wide range of enquiries relating to penalty charges and payment processes.
In this rewarding role, you'll handle inbound customer calls, providing clear guidance, support, and reassurance. You'll use your listening and questioning skills to fully understand each customer's situation, build rapport, and deliver a positive customer experience. No two calls are the same, so you'll need to be confident, adaptable, and able to think on your feet.
You'll support customers with enquiries about penalty charges, payment options, disputes, enforcement processes, payment plans, and extensions. While you won't take payments directly, you'll guide customers through the secure online payment process and ensure they understand the next steps.
This role offers the opportunity to develop your customer service skills while making a real difference to people who may be dealing with challenging or sensitive situations.

Key Responsibilities

• Handle a variety of inbound customer enquiries over the telephone
• Build rapport with customers and provide a professional, empathetic service
• Investigate customer queries by asking effective questions and actively listening
• Explain penalty charge processes, payment procedures, and enforcement stages clearly and accurately
• Support customers with enquiries relating to disputes, payment plans, and extensions
• Guide customers through the secure online payment portal
• Accurately record customer interactions and maintain system updates
• Work across multiple systems and processes to resolve enquiries efficiently
• Meet quality and service standards while delivering excellent customer outcomes
• Contribute positively to team performance and continuous improvement initiatives

What We're Looking For

We're looking for individuals who are confident communicators, enjoy helping people, and can remain calm and professional in a variety of situations.

Essential Skills & Experience

• Excellent verbal communication skills
• Strong listening and questioning abilities
• Ability to build rapport and show empathy with customers
• Comfortable handling sensitive or challenging conversations
• Ability to think on your feet and adapt to different situations
• Strong problem-solving skills and attention to detail
• Quick learner with the ability to pick up new systems, processes, and technology
• Patient, resilient, and customer-focused approach
• Ability to work independently and manage workload effectively
• Previous customer service experience is desirable but not essential

Home Working Requirements

• A quiet and professional workspace at home
• Reliable broadband/Wi-Fi connection
• Ability to work independently in a remote environment

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

Guidant, Carbon60, Lorien & SRG - The Impellam Group Portfolio are acting as an Employment Business in relation to this vacancy.