Customer Service Executive

We are recruiting a proactive and customer‑focused Customer Service Generalist to join a company’s  UK Direct Business team. In this role, you will provide first‑class customer service to a diverse portfolio of customers.

You will act as a key point of contact for customers and internal teams, managing service requests, contracts, renewals, and calibration documentation while helping drive productivity across the Service Division.

What You Will Do

• Receive, manage, and process requests from customers and colleagues across all communication channels.
  
  
• Proactively and reactively escalate service work to meet agreed Service Level Agreements (SLAs).
  
  
• Accurately qualify customer requirements using scripted questioning to reduce customer downtime.
  
  
• Maintain regular customer contact, providing real‑time status updates on active work
  
  
• Process maintenance contract amendments (premium and non‑premium), including invoicing and credit notes.
  
  
• Handle inbound contract renewal queries and conduct renewal payment calls.
  
  
• Work closely with field and office‑based teams to optimise productivity and scheduling.
  
  
• Identify and schedule appointments that best align customer needs with available resources.
  
  
• Manage purchase order requirements and related documentation.
  
  
• Prioritise workload effectively to maximise resources while meeting service commitments.
  
  
• Maintain accurate and confidential contract database records, including service agreements, preventative maintenance, calibration visits, invoicing, and confirmations.
  
  
• Carry out any other reasonable duties aligned to your skills and experience, as directed by your team leader.
  
  

What We Are Looking For

• A strong commitment to delivering high‑quality customer service and exceeding expectations.
  
  
• A desire to learn, improve continuously, and share knowledge with others.
  
  
• Ability to work calmly and effectively under pressure and to tight deadlines.
  
  
• Highly organised with a methodical approach to planning and prioritisation.
  
  
• Excellent written and verbal communication skills with both internal and external stakeholders.
  
  
• A positive, motivated team player who can also work independently.
  
  
• Strong workload ownership with the ability to multitask effectively.
  
  
• Adaptable and quick to learn, using knowledge confidently in decision‑making.
  
  
• Computer literate with a sound working knowledge of Windows‑based applications.
  
  
• NVQ Level 3 in Customer Services (or equivalent) is advantageous
  
  
• 1–2 years’ experience in a similar role within a service‑driven, customer‑focused environment.
  
  

In return we can provide the opportunity to be part of a collaborative and supportive team where customer service, continuous improvement, and professional development are genuinely valued. This role offers variety, responsibility, and the opportunity to make a real impact on customer experience.