Customer Service Representative - Adecco : Job Details

Job Title: Lead Customer Service Representative

Function: Customer ServiceLocation: NewburyContract Type: Ongoing Temporary AssignmentHours: Monday - Friday, rotating shift - 8:30am/4pm, 9am/5pm and 9:30am/5:30pm.Pay Rate: £13.50 per hour

Company Overview

Our client is a global leader in medical technology, with a strong focus on employee engagement, career development and customer excellence. This is an exciting opportunity to be part of a forward-thinking, mission-driven organisation.

Position Summary

The Lead Customer Service Representative is a role within the customer service team, responsible for managing service-related customer requests, overseeing service contracts and mentoring junior team members. This position plays a key role in ensuring efficient and high-quality service support, contributing directly to the company's success in delivering value to providers.

Key Responsibilities

• Manage repair and work orders, including coordination of equipment
• Organise returns and collections, handle proof of delivery and pricing queries
• Respond to incoming emails and phone calls professionally and promptly
• Maintain proactive communication with internal and external customers
• Investigate and resolve invoice and billing disputes
• Log and follow up on issue resolution and customer feedback
• Support colleagues across multiple service processes and technical areas
• Collaborate with cross-functional teams on service-related matters
• Mentor and assist in training junior customer service team members

Required Qualifications & Experience

• Essential:
  • Minimum 5 years' experience in customer service, order management, or technical support roles
  • Strong communication and relationship-building skills
  • Proven ability to adapt to various customer needs and challenges
  • Proficiency in Microsoft Excel, Outlook, and Word
  • Solid experience working with ERP systems
• Preferred:
  • Additional education in a related field
  • Understanding of service and maintenance workflows
  • Knowledge of good documentation practices and retention policies
  • Experience resolving customer complaints independently
  • Working proficiency in English

Key Competencies

• Calm and composed under pressure
• Strong problem-solving and decision-making abilities
• Ability to prioritise and organise workload independently
• High level of customer focus and professionalism
• Strong team collaborator
• Self-motivated with a proactive, solution-oriented mindset
• Lean thinking and continuous improvement orientation

If you're looking to take the next step in your customer service career with a role that combines responsibility, autonomy, and growth, we'd love to hear from you.

Adecco acts as an employment agency for permanent recruitment and an employment business for the supply of temporary workers. The Adecco Group UK & Ireland is an Equal Opportunities Employer.

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