Customer Service Representative

Provide excellent customer service as the first point of contact for customer enquiries, payments, and PCN-related queries. Ensure accurate record keeping, resolve issues professionally, and maintain compliance while achieving service and performance targets.

Responsibilities:

Act as the first point of contact for customers, delivering a positive and professional service experience.

Respond to customer enquiries in line with company policies, procedures, and SOPs.

Handle inbound customer calls and process payments securely over the phone.

Provide guidance and support regarding PCNs, appeals, and representations.

Resolve customer queries and complaints, escalating complex issues when necessary.

Accurately document all customer interactions within the CRM system.

Maintain service quality and achieve departmental KPI and performance targets.

Ensure compliance with Data Protection, Health & Safety, and all relevant regulations.

Support the development of policies and processes through effective communication and feedback.

Undertake additional duties as required to support team and departmental objectives.