Customer Service Administrator

Location: Liverpool

Hours: Hybrid working, 35.75 hours per week, Monday to Friday between 8:00am and 6:00pm

Salary: £24,750

Holidays: 26 days plus bank holidays

About the Role:

We are recruiting on behalf of a well-established and highly respected organisation seeking a confident and customer-focused Customer Service Administrator to join their busy contact centre team.

This is a predominantly telephone-based role where you'll be speaking with customers daily, handling a wide range of enquiries and delivering an outstanding customer experience. You'll be the first point of contact, taking ownership of customer queries, providing accurate information, and resolving issues efficiently.

If you enjoy speaking with people, building rapport over the phone, and finding solutions to help customers, this could be the ideal opportunity for you.

Key Responsibilities:

• Handle a high volume of inbound and outbound customer calls in a professional and friendly manner
• Act as the first point of contact for customer enquiries and requests
• Take ownership of customer issues and see them through to resolution
• Provide clear, accurate, and timely information over the telephone
• Build rapport and trust with customers during every interaction
• Ensure conversations are handled with empathy, professionalism, and confidence
• Complete security and customer verification checks before discussing account information
• Accurately update customer records and maintain detailed call notes
• Manage complaints and escalations in line with company procedures
• Work towards individual and team service, quality, and productivity targets
• Contribute to a positive and supportive team environment

What We're Looking For:

Essential:

• Excellent telephone communication skills
• Previous experience in a customer-facing environment
• Confidence handling customer conversations and managing challenging calls
• Strong listening skills and the ability to ask effective questions
• A professional and empathetic approach when dealing with customers
• Good attention to detail and administrative accuracy
• Ability to follow processes and procedures consistently
• Strong problem-solving skills and a customer-first mindset
  

Desirable:

• Previous contact centre, call centre, or telephone-based customer service experience
• Experience working to call quality and performance targets
• Experience handling complaints or complex customer enquiries
• Experience within a regulated environment such as financial services, insurance, healthcare, or utilities
  

What's on Offer?

• Full training and ongoing coaching
• A supportive and collaborative team environment
• Career development opportunities
• Competitive salary and benefits package
• The opportunity to join a stable and growing organisation that values excellent customer service

Ideal Candidate:

We're looking for someone who genuinely enjoys speaking with customers and can remain calm, professional, and solution-focused on every call. You'll be comfortable working in a fast-paced contact centre environment, balancing quality conversations with productivity targets while always putting the customer first.