Senior Customer Service Agent

Job title: Senior Customer Service Agent

Salary: 26000 p/a

Location: Nottingham (3 days a week in the office 2 days WFH Monday to Friday)

Benefits: Private Healthcare Pension 25 days holiday rising to 30 over 5 years Group Life Insurance Income Protection Gym Discounts Free Fuel Fridays Employee of the Quarter Employee Referral program and many more

Are you an experienced customer service professional ready to step into a more senior role where your expertise truly makes an impact

Were looking for a confident and proactive Senior Customer Service Agent to join a dynamic and growing team in Nottingham. This role is ideal for someone who thrives in a fast-paced environment takes ownership of complex queries and enjoys being a go-to person within the team.

Join XMA - a leading UK technology solutions company partnering with the biggest names in the industry. Established in the 80s XMA has grown to become one of the top ten largest value-added resellers in the UK. Today were an independent UK company with full geographic coverage and our skilled workforce serves a diverse customer base across the public and private sector. We win awards for our ability to help organisations and users achieve more with technology. We specialise in realising individual ambitions to transform and evolve. We consult define adapt and deliver on real-life outcomes. We collaborate closely to bring that positive impact home.

Key responsibilities: Senior Customer Service Agent

As a Senior Customer Service Agent youll play a pivotal role in delivering an exceptional customer journey while supporting the wider team with your experience and knowledge.

Youll be trusted to:

• Manage high volumes of inbound calls and emails with professionalism and efficiency
• Take ownership of more complex or escalated customer queries
• Handle complaints with confidence empathy and resolution-focused thinking
• Accurately log update and manage cases within the ticketing system
• Maintain detailed internal records and trackers
• Escalate urgent matters appropriately and liaise with internal departments
• Support continuous improvement by identifying recurring issues or process gaps

Your experience will help ensure customers receive not just answers - but a seamless positive experience every time.

Requirements: Senior Customer Service Agent

• Proven experience within a busy customer service environment
• Confident handling complaints and escalations
• Strong administrative and organisational skills
• Excellent written and verbal communication
• Ability to prioritise effectively and manage multiple cases
• Comfortable using CRM/ticketing systems and maintaining accurate data
• A calm solutions-focused approach under pressure

Working Pattern:

• 7.5 working hours per day 1-hour lunch
• Shifts between 8:00am 6:00pm
• No weekend work
• Office-based during training
• Hybrid model after training (3 days office / 2 days home)

Were proud to be recognised as a Disability Confident Level 3 Employerthe highest level in the UK Governments scheme. This reflects our ongoing commitment to fostering an inclusive supportive culture where everyone has the opportunity to thrive. Through our inclusive recruitment practices we ensure that individuals with disabilities are given fair and equal access to opportunities within our organisation. As part of this commitment we participate in the Guaranteed Interview Scheme which offers an interview to any candidate with a disability who meets the essential criteria for the role.

We will ensure that individuals who have a disability are provided reasonable accommodation to enable full participation in the job application and interview process. If you have any such requirements please do not hesitate to contact us on our email which is we will be happy to action your requests.

Keywords: Senior Customer Service Senior Customer Service Agent Advisor tickets CRM Administration Administrator case management