Customer Support Agent
Location: Blackburn (On-Site)
Salary: £24,784.50 per annum
Hours: Monday to Friday, 9:00am - 5:00pm

Customer Support Agent - About the Role

We are looking for an organised and customer-focused Customer Support Agent to join our growing team in Blackburn. This is primarily a non-voice customer support position, where you'll assist customers via email and online systems rather than spending your day on the phones.

As a Customer Support Agent, you'll help customers with a variety of enquiries, resolving issues efficiently while delivering an excellent customer experience. Most interactions are handled through email using established templates and processes, making strong administration skills, attention to detail, and accuracy essential.

This Customer Support Agent opportunity is ideal for someone who enjoys problem-solving, working with systems, and providing excellent service in a fast-paced environment.

Key Responsibilities

• Respond to customer enquiries via email and online support platforms.
• Resolve customer queries accurately and within agreed service levels.
• Assist customers with account access, booking queries, promotional or discount code issues, and general service enquiries.
• Take ownership of customer issues, ensuring timely resolution or escalation.
• Maintain accurate records of customer interactions and resolutions.
• Process customer requests in line with company procedures and quality standards.
• Work collaboratively with colleagues to resolve customer issues efficiently.
• Identify opportunities to improve processes and the customer experience.
• Handle occasional telephone calls where a more complex customer issue requires additional support.

About You
To be successful as a Customer Support Agent, you'll have:

• Previous experience within an online customer service environment, or strong administration experience combined with customer service skills.
• Excellent written communication skills.
• Strong attention to detail and accuracy.
• Excellent organisational and time management skills.
• Confidence using multiple systems and applications.
• The ability to manage workloads effectively and meet service level targets.
• A positive, professional, customer-focused approach.
• Strong problem-solving skills and the ability to work independently.

Benefits

• Life Insurance (Death in Service) providing a benefit of 4x annual salary.
• 20 days annual leave plus 8 bank holidays.
• Annual leave increases by 1 day per year after your first full year of service, up to a maximum of 25 days plus bank holidays.
• Employee Ownership Trust (EOT) with the opportunity to receive a tax-free bonus of up to £3,600 per year (subject to company performance).
• Opportunity to contribute ideas and influence business decisions through the Employee Forum.
• Enhanced Maternity & Paternity Pay.
• Employee Assistance Programme (EAP) providing confidential wellbeing, financial and personal support.
• Free On-Site Parking.
• Smart Casual Dress Code.

Apply Today
If you're a detail-oriented Customer Support Agent or an experienced administrator looking to move into customer service, we'd love to hear from you. Join a supportive team where accuracy, problem-solving, and customer care are valued every day.

Disclaimer
CCA Recruitment Group is an employment agency with a legitimate interest in providing work finding services. Please be advised that by submitting your CV to CCA Recruitment Group, directly or via any of our job advertisement platforms, and all telephone calls may be recorded for training and auditing purposes, your personal data will be held on our secure internal CRM system indefinitely. The personal data contained therein will not be shared with any third parties without your express consent. As an individual, you have the right to withdraw consent at any time. Following a period of 10 years inactivity your CV will be deleted permanently from our database.