Senior Customer Service Officer

Senior Customer Service Officer Location; Cheltenham £15.06 per hour|37 hours per week| Temporary Contract ongoing Are you an experienced customer service professional with a passion for delivering exceptional service and resolving complex customer enquiries? We are recruiting for a Senior Customer Service Officer to join a busy and fast-paced organisation based in Cheltenham. This is a varied and rewarding opportunity for someone who thrives in a customer-focused environment and enjoys supporting service improvements across a wider business function. The Role You will act as a key point of contact for customer enquiries, supporting complaint management processes, handling escalated issues and working closely with internal teams to deliver positive outcomes for customers. Key Responsibilities . Handle customer enquiries across a range of communication channels . Take ownership of more complex and escalated customer queries . Liaise with internal departments and external organisations to resolve issues efficiently . Deliver a professional and customer-focused service at all times . Support and coordinate corporate complaints and customer feedback processes . Promote best practice in complaint handling and customer service . Maintain and review customer behaviour and complaints policies in line with legislation and guidance . Support wider service improvement initiatives across the organisation . Manage the Personal Safety Register process and liaise with Health and Safety teams . Prepare KPI data, compliance reports and governance information . Maintain accurate records and update internal systems . Support wider administrative and operational processes What We're Looking For . Previous experience within a customer service and administrative role . Strong written and verbal communication skills . Excellent organisation and time management abilities . Confident using Microsoft Office applications, particularly Excel . Experience using multiple IT systems and databases . Strong attention to detail and accurate record-keeping skills . Ability to remain calm and professional in challenging situations . Flexible, adaptable and solution-focused approach . Strong teamworking and relationship-building skills Desirable Experience . Experience using CRM systems . Previous public sector experience . Complaint handling and feedback management experience Why Apply? This is an excellent opportunity for a customer-focused professional to join a respected organisation where you can make a genuine impact on customer experience and service delivery. Apply now, and a member of the Workforce team will be in touch to discuss the opportunity further. Or simply call or email on: P: (phone number removed) M: (phone number removed) E: (url removed) CheltPro