Customer Service Agent

Norwich, England, gb

Customer Service Agent

Salary : £24,063 per annum (pro-rated) , plus company benefits

Location : 18 Central Avenue, St Andrews Business Park, Norwich NR7 OHR

Contract : Six month fixed term contract, part time

Hours : 25 hours per week

Shifts : Monday-Friday between 8am-6pm

Work model : Fully onsite

Williams Lea seeks a Customer Service Agent to join our team!

Williams Lea is the leading global provider of skilled, technology-enabled, business-critical support services, with long-term trusted relationships with blue-chip clients across investment banks, law firms and professional services firms. Williams Lea employees, nearly 7,000 people worldwide provide efficient business services at client sites in often complex and highly regulated environments, from centralised Williams Lea onshore facilities, and through best cost company offshore locations.

Purpose of role 

As a Customer Service Agent you will provide high-quality inbound customer service support to TSO’s high-profile clients, including organizations such as the Driver and Vehicle Standards Agency, Home Office, Health and Safety Executive, and The National Archives. The Customer Service Agent will represent TSO and its clients professionally, offering assistance and aftercare to customers who contact us via multiple communication channels. The role is key in maintaining positive relationships with both new and existing customers, ensuring exceptional service and a seamless customer experience.

Responsibilities:

  • Responding to inbound calls, emails, and webchats from a diverse customer base, including both UK and international clients, as well as B2C and B2B.
  • Addressing customer inquiries regarding product ordering, including price inquiries and product availability in various formats.
  • Resolving technical issues related to online orders, form submissions, account setups, and system access.
  • Managing customer complaints by following company protocols, logging all issues in TSO’s bespoke Customer Care database, and ensuring that each is handled and resolved professionally and promptly.
  • Promoting TSO's products and services to customers, fostering interest and engagement in the company’s offerings.

    • Key Skills:

  • Customer Focus: Ability to understand and respond to customer needs effectively.
  • Strong Communication Skills: Capable of conveying information clearly and confidently, choosing the appropriate communication method for different situations, and capturing key details accurately.
  • Excellent Written Communication: Ability to compose grammatically correct emails and written correspondence, ensuring clarity and precision.
  • Technological Proficiency: Comfortable using digital tools, including search engines, email platforms, and basic knowledge of Word and Excel.
  • Problem-Solving: Ability to remain calm and effective in addressing customer concerns, including handling difficult situations with professionalism.
  • Attention to Detail: Meticulous in capturing and processing customer information and ensuring accuracy in all aspects of the role.
  • Motivation: Demonstrates a high level of motivation and commitment to achieving goals and maintaining standards.
  • Self-Management: Capable of managing one’s own workload, following instructions, taking responsibility, and meeting deadlines.
  • Team Collaboration: Willingness to work effectively as part of a team, demonstrating open-mindedness, giving and receiving feedback, contributing to a positive team atmosphere, and supporting colleagues to succeed.

    • Rewards and Benefits

    We believe in supporting our employees in both their professional and personal lives. As part of our commitment to your well-being, we offer a comprehensive benefits package, including but not limited to:

  • 25 days holiday, plus bank holidays(pro-rata for part time roles)
  • Salary sacrifice schemes, retail vouchers – including our TechScheme which can be used on a range of gadgets such as Smart TV’s, laptops and computers or household appliances.
  • Life Assurance
  • Private Medical Insurance
  • Dental Insurance
  • Health Assessments
  • Cycle-to-work scheme
  • Discounted gym memberships
  • Referral Scheme

    • You will also have the opportunity to work for a global employer who is dedicated to offering each and every employee an enjoyable, challenging and rewarding career with future career development prospects!

    Equality and Diversity

    The Company values the differences that a diverse workforce brings to the organisation and will not discriminate because of age, disability, gender reassignment, marriage and civil partnership, pregnancy and maternity, race (which includes colour, nationality and ethnic or national origins), religion or belief, sex or sexual orientation (each of these being a “protected characteristic” in discrimination law). It will not discriminate because of any other irrelevant factor and will build a culture that values openness, fairness and transparency.

    If you have a disability and would prefer to apply in a different format or would like to make a reasonable adjustment to enable you to make an interview please contact us at (we do not accept applications to this email address).

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