Contact Centre Representative (Hybrid, Norwich)

About the role

As a Contact Centre Representative you will be the first point of contact for C365 customers, delivering friendly and accurate support via phone, email and chat. Working 37.5 hours per week in a hybrid model, you will help resolve enquiries, identify additional needs and ensure every interaction reflects the company’s high standards.

Key responsibilities

• Answer inbound calls and respond to emails and chats from new and existing customers.
• Make outbound follow‑up calls to clarify enquiries and provide solutions.
• Document interactions accurately in multiple systems and maintain up‑to‑date customer records.
• Collaborate with other departments to resolve complex issues and escalations.
• Handle complaints and sensitive matters with professionalism and empathy.

Required profile

• Minimum of one year experience in a customer‑facing role.
• Strong desire to help the community and provide excellent service.
• Ability to work across different teams and manage a variety of customer interactions.
• Comfortable with a fast‑paced environment and meeting performance targets.
• Must have reliable UK internet (5 Mbps upload, 15 Mbps download) for hybrid work.

Required skills

• Experience with Customer Relationship Management (CRM) systems.

What we offer

• Annual salary of £24,979.50 (£12.81 per hour) with KPI‑based increase potential.
• Hybrid working arrangement based in Norwich.
• Two weeks of full‑time training (09:30‑17:00, Monday‑Friday).
• 233 hours of holiday including bank holidays when worked.
• Discounts on groceries, holidays, insurance, restaurants and more.
• 24/7 employee assistance programme via app.
• Family and friends discounts on company services.
• Pension scheme with up to 3% company match.
• Free on‑site parking.