Customer Service

Job Title: Customer Service Representative

Location: Brighton, East Sussex (Office-based / Hybrid options available)Salary: Competitive (dependent on experience)Reporting to: Customer Service Manager / Team Leader

Role Overview

We are looking for a friendly, customer-focused, and proactive Customer Service Representative to join our team in Brighton. This role is key to delivering an exceptional customer experience by providing timely, accurate, and helpful support across multiple channels.

The ideal candidate will have strong communication skills, a positive attitude, and a genuine passion for helping customers.

Key Responsibilities

Customer Support

• Respond to customer enquiries via phone, email, and live chat in a professional and timely manner
• Resolve customer issues efficiently, ensuring a positive outcome
• Provide accurate information about products, services, and processes

Problem Solving & Case Management

• Investigate and resolve complaints, escalating complex issues where necessary
• Take ownership of customer queries from start to resolution
• Maintain detailed and accurate records of customer interactions

Order & Account Management

• Process orders, returns, and exchanges
• Update customer accounts and maintain accurate databases
• Assist customers with account queries, billing issues, or service requests

Communication & Collaboration

• Work closely with other departments (e.g. sales, operations, technical teams) to resolve customer needs
• Share customer feedback and insights to improve products and services
• Contribute to team targets and service-level agreements (SLAs)

Continuous Improvement

• Identify opportunities to improve processes and customer experience
• Stay up to date with company products, policies, and procedures
• Support training or onboarding of new team members if required

Skills & Experience

Essential

• Previous experience in a customer service or customer-facing role
• Excellent verbal and written communication skills
• Strong problem-solving and conflict resolution abilities
• Ability to work in a fast-paced environment and manage multiple queries
• Good IT skills, including CRM systems and Microsoft Office

Desirable

• Experience working in a contact centre or high-volume environment
• Knowledge of CRM systems (e.g. Salesforce, Zendesk, HubSpot)
• Experience working to KPIs or service targets

Personal Attributes

• Customer-first mindset with a positive, empathetic approach
• Strong attention to detail
• Team player with a collaborative attitude
• Resilient and calm under pressure
• Proactive and eager to learn

What We Offer

• Competitive salary and benefits package
• Training and development opportunities
• Career progression within customer services or wider business functions
• Supportive and inclusive working environment in Brighton