Customer Service Agent (Multichannel)

• Deliver exceptional customer service across all channels, achieving high satisfaction and accuracy benchmarks.
• Resolve customer enquiries end-to-end, aiming for first-contact resolution wherever possible.
• Maintain accurate logging and documentation in all systems, meeting data protection and quality standards.
• Collaborate effectively with internal teams to solve complex issues and share knowledge.
• Identify patterns in customer feedback, proposing improvements to enhance experience and reduce friction.
• Contribute to team culture by supporting peers, sharing learnings, and helping embed new tools and processes.

Key Responsibilities

• Respond to customer enquiries across phone, email, webchat, and other channels.
• Provide clear, accurate and friendly information about VCC’s products, services and processes.
• Take ownership of customer issues, ensuring full resolution and escalating only when essential.
• Work collaboratively with teams across the business to solve complex cases.
• Log all interactions accurately, adhering to GDPR, data protection, and internal quality standards.
• Flag recurring issues, process gaps or opportunities to improve the customer journey.
• Navigate and switch between multiple systems and platforms with confidence.
• Support new team members by sharing knowledge and contributing to a positive, collaborative environment.
• Adapt quickly to new tools, systems and processes as the team evolves.
• Use conflict resolution techniques to prevent and de-escalate complaints.

Skills, Knowledge and Expertise

• Experience in a customer-facing role, ideally across more than one contact channel.
• Confident communicator (written and verbal) who can adapt tone and approach to different customer needs.
• Ability to multitask and manage multiple platforms and contact types simultaneously.
• Strong problem-solving mindset with a focus on getting it right first time.
• Empathetic, resilient and calm under pressure.
• Tech-savvy and comfortable learning new systems and tools.
• A collaborative team player with a positive influence on team culture.
  Nice to Have (but Not Essential):
• Experience working in a multichannel or contact centre environment.
• Knowledge of CRM or customer case management systems.