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Customer Hub Service Agent

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Social Value Portal Ltd

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Location:
United Kingdom , Reigate

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Category:
Customer Service

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Contract Type:
Not provided

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Salary:

28500.00 - 31000.00 GBP / Year
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Job Description:

The Customer Hub Service Agent is a frontline role responsible for delivering exceptional customer service while proactively managing customer dissatisfaction, complaints, and early churn signals.

Job Responsibility:

  • Manage customer tickets from initial contact through to resolution in line with SLA’s for customer service, billing, and contract-related enquiries
  • Handle customer complaints professionally, ensuring customers feel listened to and supported
  • Liaise with internal teams and external suppliers to resolve customer issues efficiently
  • Take end-to-end ownership of customers reducing or partially ceasing services
  • Capture accurate reasons for service reduction to support churn insight and reporting
  • Calculate and apply relevant mid-term charges in line with contract terms
  • Maintain accurate records across CRM, billing, and service platforms
  • Calculate Balance of Contract (BOC) charges and applicable cease charges accurately
  • Coordinate full-service cessations across all internal systems and with relevant carriers and suppliers
  • Confirm customer billing is stopped accurately and at the correct point
  • Investigate and resolve billing discrepancies linked to churn or service changes
  • Identify recurring churn drivers or operational issues
  • Contribute to continuous improvement of churn, leavers, and cessation processes

Requirements:

  • Strong customer service and communication skills with a passion for service excellence
  • Ability to manage difficult and sensitive customer conversations
  • Strong attention to detail and process discipline
  • Commercial awareness and understanding of contract terms
  • Strong organisational and problem-solving skills
  • Ability to multi-task and prioritise effectively
  • Calm, resilient, and solutions-focused mindset
  • IT literate with experience using CRM, billing, and ticketing systems
What we offer:
  • 21 Days Holiday – increasing to 22 days after 3 years and to 25 days after 5 years
  • Birthday Day Off
  • Buy Holiday Scheme
  • Career Development and Progression Opportunities
  • Employee Assistance Programme
  • Enhanced Company Sick Pay
  • Discounted Retail Vouchers
  • Reduced Gym Membership
  • SCG Mobile Benefit
  • Employee Referral Bonus
  • Annual Salary Reviews
  • Pension Scheme
  • Fresh fruit and snacks
  • Free On-Site Parking
  • Charity Events

Additional Information:

Job Posted:
May 14, 2026

Employment Type:
Fulltime
Work Type:
On-site work
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