Customer Contact Support

Make a real difference in every customer interaction

We’re looking for a Customer Contact Support Advisor to join our team on a permanent basis, delivering outstanding service across a range of customer enquiries and complaints while supporting operational excellence and continuous improvement.

This is a full time role, working Monday to Friday on a shift rota between 8:00am and 8:00pm. The role is based at our Ansty office (CV7 9JU), with free onsite parking available.

Why you’ll love this role

As Customer Contact Support, you’ll be at the heart of delivering an exceptional customer experience. You'll manage customer interactions from initial contact through to resolution, ensuring every customer receives a professional, empathetic, and efficient service. This is a varied role where no two days are the same. You'll work across multiple communication channels, collaborate with teams across the business, and contribute towards continuous improvement initiatives that enhance both customer satisfaction and operational performance.

What you’ll be doing

Deliver outstanding customer service

• Manage customer enquiries and complaints across multiple channels
• Ensure every customer interaction is handled to a high standard

Case management & resolution

• Take ownership of customer cases from initial contact through to resolution
• Investigate queries and complaints, ensuring accurate and timely outcomes

Support operational excellence

• Maintain accurate customer records and case notes
• Ensure compliance with company policies and procedures

Drive continuous improvement

• Identify opportunities to improve processes and customer experiences
• Work collaboratively with colleagues and stakeholders across the business

What you’ll bring

You'll be customer focused, proactive, and passionate about delivering excellent service. You'll be comfortable managing a varied workload and handling a range of customer interactions professionally and effectively.

Experience

• Previous customer service experience is essential
• Experience in a contact centre is desirable
• Experience handling customer cases or complaints would be advantageous

Skills

• Strong communication and interpersonal skills
• Excellent problem solving and decision making abilities
• Ability to manage customer interactions professionally and empathetically
• Confidence using computer systems and Microsoft Office
• Ability to build effective working relationships across teams