Customer Response Centre Agent
Location: Birmingham (Hybrid: mix of office and home working)
Contract Type: Permanent
Salary: £25,000 – £27,000 + excellent company benefits
Working Hours: 9:00 AM – 5:30 PM, Monday to Friday
Interview Process: 2-stage
Why Join SCC?
SCC is Europe’s largest privately-owned IT business, headquartered in Birmingham. We deliver IT transformation and exceptional customer service to a wide range of clients. We value diversity, innovation, and continuous learning, and we’re looking for people who want to grow with us.
What We Offer:
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Hybrid working model
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Inclusive workplace culture
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Broad flexible benefits package
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2 paid volunteering days per year
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Career progression and lifelong learning
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Work in a modern £7m HQ office
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Join a forward-thinking and sustainable IT business
About the Role
As a Customer Response Centre (CRC) Agent, you’ll be at the heart of customer interaction, providing 1st and 2nd line support. You’ll handle service requests, troubleshoot incidents, update systems, and work closely with internal teams, third parties, and vendors to ensure SLA commitments are met.
Key Responsibilities
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Provide professional customer service via phone, email, and portal
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Log and vet incidents and service requests
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Escalate and manage service tickets in line with SLAs
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Handle IMACs (Install, Move, Add, Change) and asset database updates
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Liaise with logistics and warehousing for stock/asset coordination
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Deliver remote 1st/2nd line technical support
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Engage with internal teams and third-party vendors
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Perform remote installations and basic configurations
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Maintain accurate records and support documentation
Skills & Experience Required
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Excellent communication and customer service skills
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Problem-solving mindset with attention to detail
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Basic understanding of IT systems and technologies (e.g., networking, servers, printers)
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Knowledge of IT operating systems and basic scripting
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Familiarity with ITIL processes
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Experience using service desk or ticketing systems
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Eagerness to learn and grow professionally
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Ability to manage time effectively in a fast-paced environment
About SCC
At SCC, we simplify the complex through innovative IT solutions and exceptional service. With a presence across Europe, America, and Asia, we’re passionate about technology and fostering a people-first culture. Learn more about us:
Need Support with Your Interview?
If you require any reasonable adjustments during the interview process, please notify the SCC Talent Acquisition team at the time of scheduling.
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