CUSTOMER SERVICE OCCUPATIONS

We are recruiting a proactive and customer‑focused Customer Service Generalist to join a company’s  UK Direct Business team. In this role, you will provide first‑class customer service to a diverse portfolio of customers.



You will act as a key point of contact for customers and internal teams, managing service requests, contracts, renewals, and calibration documentation while helping drive productivity across the Service Division.



What You Will Do

• Receive, manage, and process requests from customers and colleagues across all communication channels.

• Proactively and reactively escalate service work to meet agreed Service Level Agreements (SLAs).

• Accurately qualify customer requirements using scripted questioning to reduce customer downtime.

• Maintain regular customer contact, providing real‑time status updates on active work

• Process maintenance contract amendments (premium and non‑premium), including invoicing and credit notes.

• Handle inbound contract renewal queries and conduct renewal payment calls.

• Work closely with field and office‑based teams to optimise productivity and scheduling.

• Identify and schedule appointments that best align customer needs with available resources.
• Manage purchase order requirements and related documentation.

• Prioritise workload effectively to maximise resources while meeting service commitments.
• Maintain accurate and confidential contract database records, including service agreements, preventative maintenance, calibration visits, invoicing, and confirmations.

• Carry out any other reasonable duties aligned to your skills and experience, as directed by your team leader.

What We Are Looking For

• A strong commitment to delivering high‑quality customer service and exceeding expectations.

• A desire to learn, improve continuously, and share knowledge with others.

• Ability to work calmly and effectively under pressure and to tight deadlines.

• Highly organised with a methodical approach to planning and prioritisation.

• Excellent written and verbal communication skills with both internal and external stakeholders.

• A positive, motivated team player who can also work independently.

• Strong workload ownership with the ability to multitask effectively.

• Adaptable and quick to learn, using knowledge confidently in decision‑making.

• Computer literate with a sound working knowledge of Windows‑based applications.
• NVQ Level 3 in Customer Services (or equivalent) is advantageous
• 1–2 years’ experience in a similar role within a service‑driven, customer‑focused environment.

In return we can provide the opportunity to be part of a collaborative and supportive team where customer service, continuous improvement, and professional development are genuinely valued. This role offers variety, responsibility, and the opportunity to make a real impact on customer experience.