Customer Support Assistant

Role purpose

The Customer Support Assistant helps customers across phone, email and chat with enquiries, orders and simple problems. The role represents Nexus Group to customers and aims to resolve issues at first contact wherever possible, escalating anything more complex.

Routine duties

• Answer customer enquiries by phone, email and chat using approved scripts and templates.
• Log enquiries, feedback and complaints accurately in the customer record.
• Resolve routine issues at first contact; arrange follow-up where needed.
• Keep customers informed about timeframes and next steps.
• Refer complex, sensitive or out-of-policy matters to the Team Leader.
• Spot recurring problems and share them with the team for improvement.

Limits of authority

• May arrange standard remedies within the Customer Charter (e.g. reissue, basic follow-up).
• Cannot approve refunds, credits or goodwill gestures above the standard limit without approval.
• Cannot make promises about timeframes or outcomes outside agreed service standards.
• Does not handle formal or escalated complaints alone.

Approval requirements

• Refunds or credits above the standard limit — Customer Service Team Leader.
• Anything outside the Customer Charter — Team Leader.
• Formal complaint responses — reviewed before they are sent.

Escalation triggers

• An upset or escalating customer, or a threat of complaint to an external body.
• A request outside policy or your authority.
• A safety, privacy or legal concern raised by a customer.
• A recurring fault affecting several customers.

Expected workplace behaviours

• Calm, patient and genuinely helpful — even under pressure.
• Listens carefully and confirms understanding before acting.
• Accurate note-taking so colleagues can pick up where you left off.
• Knows when to ask for help rather than over-promise.