Customer Service Agent

Our client based near Waltham Abbey is currently looking to appoint a professional and empathetic Customer Service Agent to support their expanding team based in Waltham Abbey. This office-based position offers the opportunity to work directly with individuals, while delivering clear guidance and support throughout the process.

The role demands a high level of resilience, communication and negotiation skills, and emotional intelligence. Successful candidates will be adaptable, detail oriented, and capable of navigating evolving internal procedures and regulatory expectations.

The working hours for this role are 8.30am – 5pm Monday – Friday and attracts a salary of £25,000. Due to the location of our clients office, candidates should ideally have their own mode of transport.

Key Responsibilities

Handle inbound calls from customers
Make occasional outbound calls to follow up on unresolved queries
Collect payments and process transactions accurately and securely in line with company policy
Negotiate and agree appropriate arrangements, based on individual circumstances and established guidelines
Provide customers with clear, consistent, and legally compliant information
Manage difficult or sensitive conversations professionally, applying empathy and discretion while maintaining focus on resolution
Identify signs of vulnerability and follow internal escalation protocols where necessary
Maintain up to date and accurate case records by capturing and inputting detailed notes into the system
Liaise with internal departments where appropriate
Adapt to procedural updates and organisational changes in a timely and proactive manner
Operate in line with all relevant legislation, regulatory standards, and internal policies, ensuring compliance and professional integrity at all times

Skills & Experience

Excellent verbal communication and interpersonal skills
Proven ability to manage challenging or sensitive customer conversations with empathy and professionalism
Previous experience in a contact centre, or customer service role
Strong attention to detail, particularly when recording notes and handling payments
Ability to work both independently and collaboratively within a team environment
Comfortable working in a structured and fast-moving operational setting
Confident in adapting to new systems, processes, and policy updates
Basic numerical competence and confidence discussing financial matters with customers
Familiarity with relevant data protection principles and industry-standard compliance requirements
A clear DBS and CCJ record is essential for this role