Customer Service Representative
Location: Coventry, CV6 5NX. Office-based initially, then Home Working
Hours: Monday to Friday, 8:00am to 4:00pm
Contract: Initial 12-week assignment with strong potential for extension
Start Date: 7 September
Training Period: Office-based for 4-6 weeks
About the Role
We're looking for Customer Service Representatives to join a busy team handling complex customer enquiries.
In this varied and rewarding role, you'll support customers by managing applications, account enquiries, correspondence, and complaints relating to road user charging schemes. You'll provide excellent customer service through written communications and, where required, handle customer enquiries over the phone across multiple workstreams.
This is a multi-skilled position offering the opportunity to learn different processes, develop specialist knowledge, and contribute to an essential public service.
Key Responsibilities
- Process customer applications, account amendments, and service requests in line with business rules and procedures
- Manage web-based, email, and written customer enquiries, complaints, and correspondence
- Handle complex customer enquiries, providing clear and accurate guidance
- Investigate customer cases thoroughly and make informed decisions within authorised guidelines
- Liaise with third-party organisations where required
- Maintain high levels of accuracy while working towards quality and productivity targets
- Use multiple systems, tools, and resources to deliver excellent customer outcomes
- Provide support and guidance to colleagues when needed
- Contribute to team performance and service level objectives
- Identify opportunities for process improvements and continuous enhancement
- Adhere to all security, compliance, and health and safety requirements
What We're Looking For
We're seeking individuals who are detail-oriented, customer-focused, and comfortable working with complex information.
Essential Skills & Experience
- Strong reading comprehension and analytical skills
- Excellent written communication and letter-writing ability
- Ability to interpret and apply detailed business rules and procedures
- Strong investigative and problem-solving skills
- Ability to make accurate decisions using available guidance and systems
- Excellent attention to detail
- Comfortable working in a target-driven environment
- Ability to adapt quickly and work across multiple workstreams
- Strong organisational and time-management skills
Working Pattern
- Office-based training: First 4-6 weeks from 7 September
- Home working: Following successful completion of training
- Hours: 8:00am to 4:00pm, Monday to Friday
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