Customer Service Representative

2 weeks ago

Oldham, Oldham, United Kingdom Marston Holdings Full time

About Marston Holdings

Marston Holdings is a leading provider of judicial services and clean air technology solutions. As a pioneering company, we offer a range of services that support local and central government, utilities, and private sectors through the delivery of market-leading integrated technology-enabled solutions.

We operate 21 services across several trading entities, primarily in the UK. Our company has a revenue of £270m, employs nearly 5,000 staff, and has a network of 1,000 self-employed enforcement agents.

The Role

We are seeking a Customer Service Representative to join our contact centre team. As a key member of our team, you will engage with customers, help them find solutions, process refunds, and record accurate information on various bespoke systems.

Key Responsibilities

  • Handle inbound customer calls and respond to customer inquiries.
  • Investigate customer claims over the phone while using various systems to securely record accurate information.
  • Provide help and support or signpost to the correct team to deal with specific enquiries.
  • Handle and resolve customer complaints where possible or follow the escalation process.
  • Explain the refund process to the customer and instruct if they qualify.
  • Maintain knowledge of our customer policies to ensure accurate decision making.
  • Ensure quality standards and GDPR are always adhered to.

Person Specification

  • Experience of handling and resolving difficult situations.
  • Capable of handling high volume calls efficiently and professionally.
  • Ability to successfully meet client SLA's.
  • Good understanding and use of Microsoft Office Applications.
  • Excellent phone manner and customer service skills.
  • Strong time management and organisational skills.
  • Empathetic decision making.

What We Offer

  • Salary of £22,308.
  • Enhanced Maternity and Paternity Package (subject to eligibility criteria).
  • 25 days annual leave (pro rata).
  • Health Cash Plan.
  • Staff benefits designed to suit your lifestyle, from discounts on high street and online shopping to travel, socialising, and wellbeing.

Working Arrangements

  • Office-based training followed by hybrid working.
  • Late and weekend shifts will be worked from home.
  • Full-time, 37.5 hours per week.

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