Overview
Lead with empathy, deliver great service
Are you brilliant with people, calm under pressure and ready to make every customer conversation count? We’re looking a Customer Service Partner to join our team in a fast paced, high volume role where every conversation is different, but the focus is always the same: helping customers feel heard, supported and confident about what happens next.
As part of the team customers turn to first, you’ll respond to inbound calls and digital enquiries, resolving straightforward queries wherever possible and making sure each interaction feels clear, helpful and human. If you enjoy solving problems, keeping things moving and delivering great service with warmth and confidence, this could be a brilliant next step for you.
You’ll bring a customer focused background, along with clear communication skills and the ability to explain information in a way that is easy to understand. You’ll be calm, empathetic and professional in your approach, confident using systems to keep records accurate, and able to work at pace while maintaining quality and attention to detail.
You’ll also bring confidence and empathy when conversations are more challenging, a positive team focused attitude and a willingness to learn. Familiarity with how busy customer service teams measure and improve service would be a bonus, and knowledge of housing, regulated environments or public services would be helpful, but your customer focus, communication skills and attitude are what really matter.
If this sounds like the kind of role you’d enjoy, please don’t rule yourself out if you don’t meet every point. We’re looking for people who care about doing the right thing, are willing to learn and can bring a positive, thoughtful approach to the way they support others.
What you’ll be doing
You’ll play an important role in helping us deliver effortless customer experiences by:
- Handle high volumes of inbound customer calls and digital enquiries with warmth, professionalism and care
- Resolve straightforward customer queries at the first point of contact wherever possible, giving clear and accurate information
- Listen carefully, understand what people need and make each interaction feel helpful, respectful and human
- Record customer interactions accurately and in real time, keeping information clear and up to date
- Escalate more complex enquiries with clear handovers, while sharing learning and supporting continuous improvement
If you’re successful, you’ll be joining a supportive organisation with a great culture and a real commitment to doing things well. We offer competitive benefits, opportunities to grow and develop, and the chance to be part of a team that takes pride in making every interaction feel clear, reassuring and easy to navigate.
To help you feel confident and supported from the start, there will be an initial office based training period of around five to six weeks. This gives you time to get to know your team, understand our systems, ways of working, and build the knowledge you need before moving into the usual working pattern of 2 days a week at Futures House. The rest of the week you can choose from the main office, home or one of our state of the art touchdown points.
We have a 37 hour working week, paid monthly. You’ll also get 25 days holiday plus bank holidays and concessionary days at Christmas, along with mileage, private healthcare options, discount schemes and a strong focus on health and wellbeing.
We’ve been awarded the coveted Investor in People Platinum award, the highest level of IiP accreditation, recognising organisations that are passionate about helping colleagues feel supported, valued and able to do their best.
To start your Futures journey, take a look at the role profile. Please note, we may contact candidates or close the vacancy prior to the closing date if application numbers are high.
Salary: £27,192
Location: Derby, DE74 2SA
IMPORTANT: Before applying for this role, please make sure you have the right to work in the country where the role is based. Unless it clearly stipulates within in the job advert above that the hiring company is looking to or able to sponsor applicants it is deemed that the hiring employer will only consider applications from those able to comply with and work in the country where the role is based.
