Customer Service Representative (Older People)

About the role

Join a fast‑growing customer support business as a Customer Service Representative focused on older customers. This permanent, office‑based position in Altrincham involves handling a high volume of telephone interactions, guiding callers through applications and providing compassionate assistance throughout their journey.

Key responsibilities

• Manage a large number of inbound and outbound calls each day.
• Listen to new enquiries, understand individual circumstances and clearly explain the service offering.
• Provide extra reassurance and patience to older callers who may need additional time.
• Qualify enquiries and schedule appointments with the Claims Team.
• Maintain accurate CRM records and keep customer information up to date.
• Deliver excellent service without employing a hard‑sell approach.

Required profile

• Previous experience in telephone‑based customer service, call handling or a contact‑centre environment.
• Warm, patient and empathetic communication style.
• Confidence speaking with older customers and those requiring extra support.
• Ability to build trust and rapport quickly.
• Experience in insurance, financial services, healthcare or similar sectors is advantageous but not essential.

Required skills

• Strong telephone manner with clear, simple explanations.
• Proficiency in using CRM systems to record and update customer data.

What we offer

• Competitive salary with a negotiable component and a bonus structure up to £2,000.
• Overtime opportunities, including enhanced rates for Saturdays (optional).
• Genuine progression opportunities as the company expands.
• A rewarding role where your service can make a real difference to customers and their families.