Senior Customer Service Officer

Senior Customer Service Officer

Location; Cheltenham

£15.06 per hour|37 hours per week| Temporary Contract ongoing

Are you an experienced customer service professional with a passion for delivering exceptional service and resolving complex customer enquiries? We are recruiting for a Senior Customer Service Officer to join a busy and fast-paced organisation based in Cheltenham. This is a varied and rewarding opportunity for someone who thrives in a customer-focused environment and enjoys supporting service improvements across a wider business function.

The Role

You will act as a key point of contact for customer enquiries, supporting complaint management processes, handling escalated issues and working closely with internal teams to deliver positive outcomes for customers.

Key Responsibilities

. Handle customer enquiries across a range of communication channels

. Take ownership of more complex and escalated customer queries

. Liaise with internal departments and external organisations to resolve issues efficiently

. Deliver a professional and customer-focused service at all times

. Support and coordinate corporate complaints and customer feedback processes

. Promote best practice in complaint handling and customer service

. Maintain and review customer behaviour and complaints policies in line with legislation and guidance

. Support wider service improvement initiatives across the organisation

. Manage the Personal Safety Register process and liaise with Health and Safety teams

. Prepare KPI data, compliance reports and governance information

. Maintain accurate records and update internal systems

. Support wider administrative and operational processes

What We're Looking For

. Previous experience within a customer service and administrative role

. Strong written and verbal communication skills

. Excellent organisation and time management abilities

. Confident using Microsoft Office applications, particularly Excel

. Experience using multiple IT systems and databases

. Strong attention to detail and accurate record-keeping skills

. Ability to remain calm and professional in challenging situations

. Flexible, adaptable and solution-focused approach

. Strong teamworking and relationship-building skills

Desirable Experience

. Experience using CRM systems

. Previous public sector experience

. Complaint handling and feedback management experience

Why Apply?

This is an excellent opportunity for a customer-focused professional to join a respected organisation where you can make a genuine impact on customer experience and service delivery.

Apply now, and a member of the Workforce team will be in touch to discuss the opportunity further.

Or simply call or email on

P

01242 783524

M

07990294845

E

afairs@weareworkforce.co.uk

CheltPro