Job Description
Job Title: Customer Service Agent
Location: Coventry, CV6 4BX (Fully onsite)
Contract Length: ASAP to 15th May 2026
Payrate: £12.33/hr.
Hours: 37.5/week
Core hours: 9:00am-5:00pm with a 30-minute break. Also includes paid 15-minute AM & PM breaks.
Job Purpose
To receive incoming calls and emails regarding Interventions. To receive and process requests for files/ documents which may be held in the SRA’s intervention Archive.
Key Responsibilities
*Handle incoming telephone calls and emails from clients and solicitors, provide updates on cases and explain actions needed and reasons why.
*Identifying Client needs, providing solutions and managing client expectations.
*Escalating customer issues with management when required.
*Receive, assess and acknowledge incoming documentation and direct appropriately.
*Updating In House databases with accurate and up to date information.
*Link incoming documents to existing applications and update records
*Interrogate databases and spreadsheets to locate information regarding interventions, requests and files and documents.
*Taking responsibility for chasing information and keeping clients updated.
*Support the intervention process.
*Ensure all aspects of confidentiality are strictly observed.
*Ability to comply with Health & Safety instructions and guidance.
*Provide support as and when required to the Team Leader including any other tasks which will be in line with customer and business needs.
*Ensure all responsibilities to be carried out in line with local and company guidelines.
Key Skills & Qualifications
*GCSE Maths and English
*Good knowledge of MS office and a working knowledge of general IT systems
*Excellent communication skills both oral and written with the ability to communicate at all levels.
*Excellent Listening Skills and the ability to manage calls in a timely and effective manner.
*Excellent customer service skills - the ability to effectively communicate clearly with demanding customers.
*Excellent attention to detail with the ability to work accurately under pressure and "right first time" approach.
*Excellent organisational skills, ability to prioritise work and multi-task.
*Ability to work to tight deadlines.
*Ability to follow processes and procedures.
*Ability to work with minimal supervision on routine matters but recognise when escalation or further guidance is needed.
*Ability to work as part of a team.
*Ability to work flexibly in a changing environment with a "can do" attitude with all tasks in line with customer and business requirements.
*Experience of manual handling.
Guidant, Carbon60, Lorien & SRG - The Impellam Group Portfolio are acting as an Employment Business in relation to this vacancy.