Customer Services Advisor

Customer Service Representative (Level 1)

Location: Knutsford, Cheshire (Office Based)
Hours: 40 hours per week on a rotating shift pattern

Howard James Recruitment are recruiting for a Customer Service Representative to join a growing technology business providing services to large enterprise customers across multiple sectors.

This is an excellent opportunity for an experienced customer service professional who enjoys problem-solving, working in a fast-paced environment, and delivering exceptional service to clients. You will act as a key point of contact for customers, helping to ensure the smooth operation of a cloud-based platform while supporting incident resolution, service requests and ongoing service improvements.

Benefits

* 28 days holiday including bank holidays

* Ongoing training and development

* Career progression opportunities

* Exposure to enterprise-level technology environments

Key Responsibilities

* Act as the first point of contact for customer enquiries and support requests

* Provide a high level of customer service and regular client updates

* Monitor platform performance using system monitoring tools

* Identify, log and resolve incidents in a timely manner

* Escalate complex issues to specialist teams where required

* Process and manage customer service requests in line with agreed service levels

* Investigate recurring issues and assist with root cause analysis

* Maintain accurate records and contribute to internal knowledge bases

* Liaise with internal departments to ensure customer requirements are met

* Build positive relationships with customers and stakeholders

* Support continuous improvement initiatives across service delivery

* Work collaboratively with colleagues to achieve team objectives

Skills & Experience

* Previous experience within a customer service, service desk, helpdesk or support environment

* Excellent verbal and written communication skills

* Strong problem-solving and troubleshooting abilities

* Proactive approach with strong attention to detail

* Ability to prioritise workload and work independently

* Comfortable working in a fast-paced operational environment

* Strong team player with a collaborative attitude

* Experience within a SaaS, technology or IT services environment would be advantageous

* Knowledge of incident management and problem management processes is desirable

* Exposure to Microsoft Azure or cloud-based platforms would be beneficial

Additional Information

* Occasional out-of-hours support may be required for critical incidents

* Full training will be provided

* Applicants must be able to work the rotating shift pattern detailed above

If you are passionate about customer service and enjoy working within a technology-driven environment, we would love to hear from you
Only candidates based in UK and eligible to work in UK are allowed