Customer Service Representative (German Speaking position)

Customer Service Advisor – German speaking

£30,000 + Amazing Benefits Package detailed below

Birmingham / Hybrid

Monday – Friday – Office Hours

Just some of the amazing benefits…

• 25 days of annual leave, + One wellbeing day + One volunteering day + Office closure between Christmas and New Year, providing an additional three days of paid leave.
• 60/40 dynamic working model: Work remotely up to two days per week
• Personal Pension Plan with Aviva. Matching your contributions up to a maximum of 9%, with the matching percentage increasing in line with your length of service.
• Comprehensive private medical cover, Group Income Protection, Life Assurance and much more!

CCR is proud to be working with a leading and globally recognised institution / professional body. The role itself is based in the heart of Birmingham whilst offering remote working (two days a week) joining their Customer Support program delivering exceptional customer service by responding to customer inquiries, resolving issues, and providing accurate information across multiple communication channels.

Experience / Skills Required:

• Proven experience in a customer service role, ideally within a professional or membership-based environment.
• Excellent communication skills, with a passion for engaging with customers and resolving their enquiries.
• Commercially aware approach, focused on delivering exceptional customer experiences.
• Experience managing enquiries across multiple communication channels (e.g., phone, email, live chat).
• Proficient in Microsoft Office (Word, Excel, PowerPoint, Outlook).
• Commitment to adhering to quality assurance standards and procedures.
• Ability to build and maintain strong relationships with members, the public, and stakeholders.
• Highly organised, with the ability to prioritise tasks and meet deadlines effectively.

Key Responsibilities:

• Provide timely and effective responses to member enquiries via various communication channels, ensuring compliance with key KPI’s.
• Offer specialist advice and solutions to customer enquiries through all communication platforms, embracing new technical solutions.
• Collaborate with the team and key stakeholders to deliver exceptional service in line with internal processes, procedures, and values.
• Continuously develop and maintain comprehensive product knowledge to provide quality first-line responses to enquiries.
• Accurately update and maintain customer information on internal databases to ensure the integrity of data.
• Foster member engagement through effective relationship management strategies.
• Ensure compliance with data protection regulations (GDPR) to maintain the confidentiality and security of financial and personal information.
• Collaborate with teams across the organisation to resolve customer queries and provide timely and accurate responses.
• Support the development and testing of new processes and systems, offering feedback from a customer perspective.

What is in it for you…

• Pension Scheme – 9%
• Leave Entitlement: 25 days of annual leave, increasing with service (e.g. 26 days after one year) + One wellbeing day per year + One volunteering day per year + Office closure between Christmas and New Year, providing an additional three days of paid leave (or time off in lieu of business-critical roles)
• 60/40 dynamic working model: Work remotely up to two days per week
• Personal Pension Plan with Aviva. Matching your contributions up to a maximum of 9%, with the matching percentage increasing in line with your length of service.
• Comprehensive private medical cover through Vitality Health, one of the leading providers in the UK. Key features include Full cover for pre-existing conditions, no excess payable, Access to the Vitality GP app for virtual consultations, Option to extend cover to family members at preferential rates, Access to Vitality Plus, offering a range of health and lifestyle rewards
• Group Income Protection: Provides 70% of salary for up to three years if you are unable to work due to long term illness (after six months of continuous absence).
• Life Assurance
• Health & Wellbeing: Annual eye test voucher and contribution towards prescription glasses for VDU use, Flu vaccination voucher provided annually, Access to the Employee Assistance Programme (CareFirst):
• Additional Benefits: Cycle to Work Scheme – tax-efficient bike purchase
• Give as you Earn Scheme – make regular or one-off donations to a charity of your choice directly from your salary tax-free.