Customer Service Officer (4 months contract)

Working from home as part of our customer service team, you will provide friendly, professional voice-based support to customers across phone channels. The role focuses on delivering first-contact resolution, managing enquiries and complaints, client retention initiatives. This position requires excellent verbal communication, empathy, and the ability to work to KPIs in a fast-paced remote environment.
Key Accountabilities/Responsibilities
The responsibilities include the following:
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Respond to inbound customer calls in a timely and professional manner, aiming for a one-touch resolution where possible.
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Handle customer disputes and complaints in line with company values, terms and conditions, and escalation procedures.
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Implement client retention strategies to maximise long-term satisfaction and loyalty among members.
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Meet and strive to exceed individual and team KPIs such as average handling time, first contact resolution, quality scores and customer satisfaction (CSAT).
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Escalate complex enquiries to the appropriate team and follow up to ensure timely resolution.
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Contribute to continuous improvement by sharing feedback and participating in team meetings and training sessions.
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Maintain strong working relationships with clinic, client and internal support teams to ensure seamless customer outcomes.
Communication & Teamwork
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Communicate clearly and professionally with customers and colleagues, adapting style to suit the situation.
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Collaborate with colleagues and managers to share knowledge and support team goals.
Qualifications and Experience Required
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Previous customer service experience, ideally in a call centre or voice support environment.
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Excellent verbal communication and active listening skills.
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Strong problem-solving abilities with a solution-focused mindset and empathy for customers.
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Proficiency with CRM systems and telephony platforms;
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Comfortable working remotely with effective time management and a reliable home working environment.
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Ability to multitask, maintain attention to detail and handle numerical information accurately.
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Experience in customer retention or subscription management is desirable.
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Team player with a positive attitude towards continuous improvement.
Additional Information
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This is a remote, voice-focused role requiring a quiet, professional home working environment and reliable broadband connectivity.
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Hours may include early mornings, evenings or weekend shifts depending on customer demand; full details will be provided during the recruitment process.