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Job Description

Job Title: Customer Service Agent
Location: Coventry, CV6 4BX (Fully onsite)
Contract Length: ASAP to 15th May 2026

Payrate: £12.33/hr.
Hours: 37.5/week
Core hours: 9:00am-5:00pm with a 30‑minute break. Also includes paid 15‑minute AM & PM breaks.

Job Purpose

To receive incoming calls and emails regarding Interventions. To receive and process requests for files/ documents which may be held in the SRA's intervention Archive.

Key Responsibilities

Handle incoming telephone calls and emails from clients and solicitors, provide updates on cases and explain actions needed and reasons why.
Identifying Client needs, providing solutions and managing client expectations.
Escalating customer issues with management when required.
Receive, assess and acknowledge incoming documentation and direct appropriately.
Updating In House databases with accurate and up to date information.
Link incoming documents to existing applications and update records
Interrogate databases and spreadsheets to locate information regarding interventions, requests and files and documents.
Taking responsibility for chasing information and keeping clients updated.
Support the intervention process.
Ensure all aspects of confidentiality are strictly observed.
Ability to comply with Health & Safety instructions and guidance.
Provide support as and when required to the Team Leader including any other tasks which will be in line with customer and business needs.
Ensure all responsibilities to be carried out in line with local and company guidelines.

Key Skills & Qualifications

GCSE Maths and English
Good knowledge of MS office and a working knowledge of general IT systems
Excellent communication skills both oral and written with the ability to communicate at all levels.
Excellent Listening Skills and the ability to manage calls in a timely and effective manner.
Excellent customer service skills - the ability to effectively communicate clearly with demanding customers.
Excellent attention to detail with the ability to work accurately under pressure and "right first time" approach.
Excellent organisational skills, ability to prioritise work and multi-task.
Ability to work to tight deadlines.
Ability to follow processes and procedures.
Ability to work with minimal supervision on routine matters but recognise when escalation or further guidance is needed.
Ability to work as part of a team.
Ability to work flexibly in a changing environment with a "can do" attitude with all tasks in line with customer and business requirements.
Experience of manual handling.Guidant, Carbon60, Lorien & SRG - The Impellam Group Portfolio are acting as an Employment Business in relation to this vacancy