Customer Service Assistant

Join the Commercial family as a Customer Service Assistant in our Managed Print Services team and become the friendly face and voice our clients rely on!

In this key role, you’ll be at the heart of our operations, ensuring our print management systems run smoothly and that every client receives top-tier service. As the first point of contact, you'll handle service alerts, manage consumables, and respond to customer queries with efficiency and professionalism. Your work will be essential in keeping our clients satisfied and supporting our dedicated field engineering team. If you thrive in a fast-paced environment and enjoy problem-solving while making a real difference, we’d love to hear from you.

Your responsibilities as a Customer Service Team Member will be:

•  Actively monitor all service alerts via Bluecare monitoring software, email, internet, and telephone. Take ownership of all toner alerts and ensure timely resolution for clients.


• Track response and resolution times to ensure SLAs are consistently met. Escalate to the Service Manager in cases of SLA breaches.


• Provide first-class support by effectively managing and resolving customer queries and service requests.


• Liaise with third-party providers to obtain clearance details and ensure completion of relevant service calls.


• Coordinate the collection, delivery, and installation of devices by working closely with internal teams and external partners.


• Maintain accurate service records and ensure all engineer visits are properly logged and scheduled.


• Order necessary parts and consumables and follow up on backorders to minimise delays.


• Manage the invoicing process for all chargeable service calls accurately and in a timely manner.


• Proactively contact customers to obtain meter readings for non-monitored devices to ensure accurate billing and usage tracking.


• Support the onboarding process for new customers, ensuring all systems and documentation are set up correctly.

About you

• You will work collaboratively within a team, but you can also take ownership of your tasks and work independently when needed.


• Strong communication skills both in writing and in person, with customers and colleagues.


• You're friendly, approachable, and professional over the phone, with the ability to listen carefully and respond appropriately to queries or concerns.


• Keen eye for detail, taking pride in getting things right the first time and noticing the small details.


• A positive, ‘Can Do’ attitude, solutions-focused and willing to go the extra mile to get the job done. 


• Self-Motivated and enthusiastic.


• Ability to multitasks in a busy environment while staying focused, organised, and composed.


• Good time management, ability to meet deadlines consistently, and know how to prioritise a busy workload effectively.


• Flexible open to change and able to adjust to shifting priorities as required.


• Proficient in Microsoft Office such as Outlook, Word, and Excel, and you’re comfortable navigating online tools and systems.


• Keen to grow your knowledge and skills as part of a supportive team.

About us

We’re Commercial – a purpose-driven, people-first organisation that’s on an exciting journey to reach a £100m annual turnover and beyond. But what really defines us isn’t just the numbers – it’s the people, the culture we’ve built, and the innovative spirit that drives us forward.

As Business Transformation Specialists, we combine original thinking with practical expertise to improve the everyday experiences and outcomes for our clients. Our areas of specialism include Managed IT, Smart Technologies, Digital Workspace, Interiors, Office Supplies, PPE, Facilities, and Workwear.

We’re proud to be #commercialbynature – a team driven by values, sustainability, and continuous improvement.

And now is a particularly exciting time to join us. Our Commercial HQ is undergoing a full refurbishment – and you’ll be working in a brand new, state-of-the-art office space, purposefully designed to support creativity, collaboration, and wellbeing.

Our Benefits
We believe that people thrive when they feel truly valued and at Commercial, we make sure that happens every single day. When you join us, you’ll enjoy a desirable benefits package designed to support your personal and professional wellbeing, reward your hard work, and help you flourish in all areas of life. Here’s what you can look forward to:

• A base salary of up to £24,570 per annum


• A generous holiday allowance of 25 days plus bank holidays, which increases with length of service


• An enhanced family leave package to support you and your growing family


• Life Insurance, offering peace of mind with cover equivalent to four times your salary


• Access to health & wellbeing support – including 24/7 GP access, physiotherapy, and a confidential Employee Assistance Programme


• Free mortgage advice from leading broker Charles Cameron & Associates, available to you, your family, and friends


• Feel-good extras – including volunteering days, onsite parking at all four of our offices, free refreshments, an employee community platform to stay connected to like-minded colleagues, weekly company-wide Learning Days – a chance to share ideas, gain fresh insights, and explore a wide range of topics together, cycle-to-work and EV schemes, flexible working options, and much more!

Training and Development

At Commercial, we invest in our people, 86% of our Senior Managers and 80% of our Directors have been promoted within. Whether you're just starting out or looking to grow, your development journey is as unique as you are – and we’ll support you every step of the way by offering training and development opportunities for career growth.

Diversity & Inclusion
At Commercial, we believe our differences make us stronger. We are committed to creating a workplace where everyone feels seen, heard, and valued – no matter your background, belief, identity, or way of life.

We’re proud to stand beside one another through life’s ups, downs, and everything in between. Our Diversity & Inclusion initiatives – including support around menopause, neurodiversity, mental health, and more – are just one of the ways we look out for each other and celebrate what makes us unique.

We hire people, not checklists. So even if you don’t tick every box in the job description, we’d still love to hear from you. Your potential, passion and perspective might be exactly what we’re looking for!

We are an equal opportunity employer and welcome applications from all individuals, regardless of race, ethnicity, gender identity, age, religion, disability, sexual orientation, or socio-economic background.

To learn more about who we are, our values, and how we protect your personal data during the recruitment process, please visit our website and review our Job Applicant Privacy Policy https://commercial.co.uk/careers.