Senior Customer Service Officer

Senior Customer Service Officer

Location: Cheltenham

Salary: £15.06 per hour 37 hours per week Temporary contract ongoing

Are you an experienced customer service professional with a passion for delivering exceptional service and resolving complex customer enquiries? We are recruiting for a Senior Customer Service Officer to join a busy and fast paced organisation based in Cheltenham. This is a varied and rewarding opportunity for someone who thrives in a customer focused environment and enjoys supporting service improvements across a wider business function.

The Role

You will act as a key point of contact for customer enquiries, supporting complaint management processes, handling escalated issues and working closely with internal teams to deliver positive outcomes for customers.

Key Responsibilities

• Handle customer enquiries across a range of communication channels
• Take ownership of more complex and escalated customer queries
• Liaise with internal departments and external organisations to resolve issues efficiently
• Deliver a professional and customer focused service at all times
• Support and coordinate corporate complaints and customer feedback processes
• Promote best practice in complaint handling and customer service
• Maintain and review customer behaviour and complaints policies in line with legislation and guidance
• Support wider service improvement initiatives across the organisation
• Manage the Personal Safety Register process and liaise with Health and Safety teams
• Prepare KPI data, compliance reports and governance information
• Maintain accurate records and update internal systems
• Support wider administrative and operational processes

What We're Looking For

• Previous experience within a customer service and administrative role
• Strong written and verbal communication skills
• Excellent organisation and time management abilities
• Confident using Microsoft Office applications, particularly Excel
• Experience using multiple IT systems and databases
• Strong attention to detail and accurate record keeping skills
• Ability to remain calm and professional in challenging situations
• Flexible, adaptable and solution focused approach
• Strong teamworking and relationship building skills

Desirable Experience

• Experience using CRM systems
• Previous public sector experience
• Complaint handling and feedback management experience

Why Apply?

This is an excellent opportunity for a customer focused professional to join a respected organisation where you can make a genuine impact on customer experience and service delivery.

Apply now, and a member of the Workforce team will be in touch to discuss the opportunity further.

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