Customer Service Agent – Radcliffe.

Job Description

JOB TITLE:                                    Customer Service Agent
BUSINESS UNIT/DEPARTMENT: Customer Service Centre
LOCATION:                                    Radcliffe
REPORTS TO:                               Customer Service Team Leader

ROLE PURPOSE: To act as the first point of contact for our customers and Network Partners. Providing the best possible levels of service while acting as a liaison for our customers and Network Partners, providing product/services information, answering questions, and resolving any emerging problems that our customer accounts might face with accuracy and efficiency

LEVEL/GRADE: Entry-level agent
DATE: October 2025

Key Accountabilities & Activities:

Team Work

• To work within a successful team that will achieve and exceed team KPI’s and provide an exceptional customer experience.
• Be a proactive member of the team and a diligent proud ambassador of Nexus at all times.
• Communicate effectively and efficiently with internal and external customers.
• Make clear concise and accurate notes to detail every interaction with a customer for future reference and evaluation.
• Behave in a professional and courteous manor and conduct all tasks with a customer centric mindset, when taking phone calls, emails and liaising with internal stakeholders

Operational Performance

• To execute all tasks and requests with a high degree of accuracy and in accordance with company procedures and standards.
• To handle all telephone calls in a professional and timely manner.
• Effective liaison with Network Partners in order to achieve SLA’s.
• Proactive communication to our customers to ensure their expectations are managed.
• Complaint handling skills, evaluating any associated risk and escalating where appropriate.
• Sound service knowledge in order to identify customer needs and be positioned to recommend the appropriate service.
• Collaborative approach to colleagues within all other business functions, sharing data and knowledge to improve both customer journey and internal operations
• To complete any reasonable tasks delegated to you by the Team Leader

Key Outputs/Metrics: 

• Speed of response and 100% App usage.
• Reduced complaints
• Calls Answered within KPI 30 seconds.
• Right first time – reduced ticket reopening.
• Excellent Phone and Email communication.
• Ensuring real time updates of activities within the operating system.
• Escalation of unresolved issues to Management team in line with the process.

Essential/Desirable qualifications and experience and personal attributes
Essential:

• Great communication skills and ability to work as part of a team.
• Attention to detail and great written and verbal communication skills.
• The ability to multitask within a dynamic fast paced environment.
• Strong organisational skills, to be mindful of SLA’s and customer expectations, and to conduct any relevant follow-ups within a timely manner

Desirable:

• Previous experience within the security industry
• Innovative approach to work, solutions-focused