Customer Service Process Assistant (Hybrid)

Job Title: Customer Service Process Assistant (Hybrid)

Contract Type: Temporary (12 months)
Pay Rate: £13.45 per hour
Start Date: ASAP (subject to clearance)
Location: Newport (Hybrid working)
Working Pattern: Monday to Friday, 8:00am - 6:00pm
Shifts: Early (8:00am-4:30pm) or Late (9:30am-6:00pm)
Hybrid Model: 3 days remote, with 2 days per week in the office

Role Overview

We are looking for a Customer Service Process Assistant to support the delivery of high-quality transaction and customer service operations within a structured, fast-paced environment.

You will handle a range of administrative and customer-facing tasks, including responding to queries via phone and email, processing transactions, and updating records. This role suits candidates with prior call centre or high-volume customer service experience, as the work can involve complex queries requiring strong problem-solving and communication skills.

Key Responsibilities

• Process work in line with agreed procedures, scripts, and business rules
• Handle inbound and outbound calls, emails, and customer queries
• Accurately process transactions and maintain up-to-date records
• Resolve routine queries and escalate non-routine or complex issues when required
• Schedule and prioritise daily workloads to meet deadlines
• Maintain high levels of accuracy and quality in all outputs
• Update information on internal systems and databases
• Liaise effectively with internal teams and external customers
• Support team leaders and management with additional administrative tasks
• Identify and suggest opportunities for process improvement
• Maintain audit-ready records and ensure compliance with procedures

Essential Skills & Experience

• Proven customer service or call centre experience (preferred due to role complexity)
• Excellent verbal and written communication skills
• Ability to handle high-volume and complex customer interactions
• Strong active listening, problem-solving, and multitasking abilities
• Basic IT proficiency and confidence using multiple systems
• High attention to detail and accurate record keeping
• Ability to work calmly and professionally under pressure
• Strong organisational and time-management skills
• Effective team player with a flexible and positive approach

Soft Skills

• Patience and empathy
• Conflict resolution
• Active listening
• Ability to remain calm and professional in challenging situations

Desirable Skills

• Experience working to defined processes and scripts
• Numeracy skills
• Ability to quickly learn and navigate internal systems

Important Notice:
Shortlisted candidates will be contacted by telephone, so please only apply if you are available between 9:00am and 4:00pm to take a call.

Reasonable Adjustments:

Respect and equality are core values to us. We are proud of the diverse and inclusive community we have built, and we welcome applications from people of all backgrounds and perspectives. Our success is driven by our people, united by the spirit of partnership to deliver the best resourcing solutions for our clients.

If you need any help or adjustments during the recruitment process for any reason, please let us know when you apply or talk to the recruiters directly so we can support you.