Customer Service Representative

Job title: Customer Service Agent

Salary: £25,000 p/a

Location: Nottingham (3 days in the office, 2 days WFH, Monday – Friday)

Benefits: Private Healthcare, Pension, 25 days holiday rising to 30 over 5 years, Group Life Insurance, Income Protection, Gym Discounts, Free Fuel Fridays, Employee of the Quarter, Employee Referral program and many more

Are you passionate about delivering outstanding customer experiences? Do you thrive in a fast-paced environment where no two days are the same? We’re looking for a proactive and personable Customer Service Advisor to join a growing and supportive team in Nottingham.

Join XMA - a leading UK technology solutions company partnering with the biggest names in the industry. Established in the 80’s, XMA has grown to become one of the top ten largest value-added resellers in the UK. Today, we’re an independent UK company with full geographic coverage – and our skilled workforce serves a diverse customer base across the public and private sector. We win awards for our ability to help organisations and users achieve more with technology. We specialise in realising individual ambitions to transform and evolve. We consult, define, adapt and deliver on real-life outcomes. We collaborate closely to bring that positive impact home.

Key Responsibilities: Customer Service Agent

Answer incoming customer phone calls
Respond to customer emails in a professional and timely manner
Log, update and manage tickets within the ticketing system
Add updates to internal trackers and records
Handle and respond to customer complaints
Escalate complex or urgent issues to the appropriate team
Provide a high standard of customer service at all times
Skills and Experience: Customer Service Agent

Strong customer service skills
Good administrative and organisational skills
Confident written and verbal communication
Ability to manage multiple tasks and prioritise effectively
Comfortable using IT systems and maintaining accurate records
Working Pattern:

7.5 working hours per day plus a 1-hour lunch break
Shifts between 8:00am and 6:00pm
No weekend work
Office-based 5 days per week during initial training period
Hybrid working available after training, with 3 days in the office and 2 days working from home
We’re proud to be recognised as a Disability Confident Level 3 Employer—the highest level in the UK Government’s scheme. This reflects our ongoing commitment to fostering an inclusive, supportive culture where everyone has the opportunity to thrive. Through our inclusive recruitment practices, we ensure that individuals with disabilities are given fair and equal access to opportunities within our organisation. As part of this commitment, we participate in the Guaranteed Interview Scheme, which offers an interview to any candidate with a disability who meets the essential criteria for the role.

We will ensure that individuals who have a disability are provided reasonable accommodation, to enable full participation in the job application and interview process. If you have any such requirements, please do not hesitate to contact us on our email which is (url removed), we will be happy to action your requests.

Keywords: Customer Service, Customer service Advisor, Customer Service Agent, Customer service Analyst
Only candidates based in UK and eligible to work in UK are allowed