Hybrid Customer Service Representative | Northampton | -25''000 - -27,000 + Benefits

(initially 5 days onsite until completion of probation) following probation 2 days working from home and 3 days office based!

Shifts: 8am-5pm and 10am-7pm | 1 in 4 Saturdays (with a weekday off in lieu)

We''re looking for a Customer Service Representative to join a dynamic and passionate team. This is more than a customer service role, it''s about becoming the trusted voice behind complex and high-level customer concerns, delivering resolution and reassurance when it matters most.

You''ll be at the forefront of customer advocacy, supporting individuals through some queries.

• Handling customer queries with ownership, compassion, and precision.

• Listening carefully to get to the heart of each issue not just what went wrong, but why it matters.

• Crafting fair, empathetic resolutions that reflect our values and build long-term trust.

• Collaborating with internal teams (legal, logistics, finance) to ensure every angle is covered.

• Representing the business in external conversations with professionalism and integrity.

• Documenting each case thoroughly to support continuous learning and service improvement.

• Identifying recurring themes and helping shape better systems and experiences across the business.

• A natural ability to connect with people and see the human behind every complaint.

• Calm under pressure, especially in emotionally charged situations.

• First-class written and verbal communication, always clear, professional, and personable.

• Sound judgement, you know how to balance what''s right for the customer with what''s right for the business.

• Prior experience in a customer-facing or complaints-handling environment (retail, hospitality, etc. a bonus).

• Confidence using CRM tools and tech to manage and track case progress.

• A problem-solver''s mindset, always looking for better, not just "fixed."

You''ll be joining a fast-growing, customer-first business that empowers its people to own their roles, speak up with ideas, and grow their careers in a supportive, down-to-earth environment.

If you believe customers deserve not just solutions but exceptional experiences, we want to hear from you, Apply today!