Customer Service Agent

Customer Service Agent (1st Line Care Advisor)

Location: Hinckley

Shift: Mon-Wed 10am-2pm

Hourly Rate: £13.08

Job Type: Temporary

As a 1st Line Care Advisor, you’ll be the first point of contact for our client’s customers, guiding them from the moment they place an order right through to the start of their installation. You’ll handle queries, arrange surveys and fitting dates, and support customers if their plans change.

When challenges arise, you’ll find the best solutions or work with our experts to keep things on track.

You’ll also take ownership of pre-installation issues, resolving them quickly and with care — ensuring every customer feels confident, informed, and supported throughout their installation journey.

The role:

• Act as the first point of contact for customers, handling inbound and outbound queries about surveys, fitting dates, and pre-installation support.
• Help customers book, amend, or cancel installation appointments, finding suitable alternatives when plans change.
• Take ownership of pre-installation complaints, resolving issues quickly, fairly, and with empathy.
• Communicate proactively with customers to provide clear updates, reassurance, and next steps.
• Work closely with resource experts to resolve complex scheduling or capacity challenges.
• Keep accurate and detailed records of all customer interactions in line with company processes.
• Follow company policies, procedures, and service standards to deliver a consistent, high-quality experience.
• Support colleagues by sharing knowledge, offering help when needed, and contributing to a positive, team-focused culture.
• Contribute to the overall success of the Customer Care Centre by meeting personal and team performance targets.

You will bring:

• Previous experience in customer service, contact centre, or client-facing roles (Minimum 1 year)
• Excellent communication and active listening skills, with the ability to explain clearly and put customers at ease.
• A calm, solutions-focused mindset, able to handle challenging situations with empathy and professionalism.
• Strong organisational skills, managing multiple cases and priorities with confidence and attention to detail.
• Confidence using systems and tools to log cases, update records, and track progress accurately.
• Reliability and accountability — consistently delivering on commitments and supporting your team’s success.
• A collaborative approach, sharing knowledge, helping colleagues, and celebrating team achievements.

No qualifications required for this role a full onboarding & training programme will be provided from day one.

If you feel this role suits your skills please use the link to apply today or send your CV to Gemma-Wale@Industria-jobs.co.uk

We look forward to hearing from you!

Compliance Statement:
This vacancy is being advertised in accordance with Regulation 27 of the Conduct of Employment Agencies and Employment Businesses Regulations 2003. Industria is acting as an employment business for this role.