Hours: Monday to Friday, between 8am-6pm (rotational shifts - 37.5 hours per week) The Role As a Customer Service Representative, you ll be a key part of the operations team, responsible for delivering an exceptional customer experience throughout the customer journey. You ll handle a variety of enquiries, from billing and account support to scheduling appointments and providing information - ensuring each interaction is professional, efficient, and focused on first-time resolution. Key Responsibilities Handle an average of 40 inbound customer calls per day, ensuring each interaction is professional, efficient, and focused on first-time resolution. Respond to customer and client queries via phone, email, webchat, and social media in a timely and professional manner. Take ownership of each enquiry, ensuring issues are resolved fully and efficiently. Log and escalate complaints in line with company policy and timescales. Support customers with self-service tools and digital channels. Work collaboratively across teams to deliver seamless resolutions. Manage workload effectively to meet key performance targets. Provide constructive feedback on processes to help enhance the customer experience. Carry out additional operational support activities as required. About You We re looking for someone who is: Passionate about delivering exceptional customer service. An excellent communicator - professional, clear, and empathetic. Organised and able to work on their own initiative. Conf