Customer Service Representative

Job title: Customer Services Representative

Location: Nottingham

Salary: £25,000 p/a

Benefits: Private Healthcare, Pension, 25 days holiday rising to 30 over 5 years, Group Life Insurance, Income Protection, Gym Discounts, Employee of the Quarter, Employee Referral program and many more.

Enjoy helping customers and solving problems? Join us as a Customer Services Representative in Nottingham, where you'll handle customer queries, resolve order issues, manage returns, and ensure every customer receives outstanding service.

At XMA, technology is only part of the story. Our success is built on talented people who are passionate about making a difference for customers, communities, and each other. For over 40 years, we've helped organisations across the UK unlock the power of technology. Today, we're one of the UK's leading independent technology partners, delivering innovative solutions that drive real-world outcomes across the public and private sectors. We believe in empowering our people to grow, challenge themselves, and achieve their ambitions. When you join us, you'll be part of a collaborative team where ideas are valued, development is encouraged, and your contribution has a genuine impact.

Together, we turn ambition into achievement.

What you’ll be doing:  Customer Service Representative

Managing customer queries and complaints from initial contact through to resolution.
Investigating order, delivery, and service issues involving internal teams and third-party suppliers.
Processing credit notes, replacement orders, and goodwill requests.
Arranging and monitoring customer returns.
Tracking lost or damaged shipments and escalating claims where required.
Maintaining accurate records through call logging and documentation systems.
Working to service level agreements (SLAs) and company standards.
Building positive relationships with customers and colleagues across the business
What we’re looking for: Customer Service Representative

Experience in a customer service or customer-facing role (minimum 1 year preferred)
Strong communication and telephone skills
A customer-first mindset with excellent problem-solving abilities
Ability to manage multiple tasks and meet deadlines
Confidence working with people at all levels of the organisation
Good IT skills and attention to detail
GCSE English (Grade C/4 or above) or equivalent
Inclusion 

We believe that diverse perspectives, experiences and backgrounds make us stronger. We are committed to creating a workplace where everyone feels respected, valued and empowered to be their authentic selves. We foster an inclusive culture where colleagues can thrive, regardless of age, disability, gender identity, race, ethnicity, religion or belief, sexual orientation, neurodiversity, caring responsibilities, socioeconomic background or any other aspect of their identity. Our goal is to ensure every employee has the opportunity to grow, contribute and succeed in an environment built on fairness, respect and belonging.

We know that creating an inclusive workplace is an ongoing journey, and we are committed to listening, learning and taking meaningful action to ensure all our people can achieve their full potential.

Disability Confident Leader

Government's Disability Confident scheme. This reflects our commitment to removing barriers and ensuring disabled people have equal opportunities to join, develop and progress within our organisation.

As part of this commitment, we operate a Guaranteed Interview Scheme, offering an interview to candidates with a disability who meet the essential criteria for the role.

We will always consider reasonable adjustments throughout the recruitment process and during employment to ensure candidates and colleagues can fully participate and perform at their best. If you require any adjustments during the application or interview process, please contact us at (url removed), and we will be happy to support you.

Keywords: Customer service representative, customer support, queries, resolution, Advisor, customer experience