Job Description

Customer Service Specialist (1-Year Temporary Maternity Cover)

Purpose of the Role

We're looking for a friendly and proactive individual to join our Customer Service team on a 1-year temporary contract to cover maternity leave. You'll be the first point of contact for our customers, helping them with their enquiries, solving problems, and ensuring they have a great experience with us.

Alongside this, the role will also support light outbound customer contact, helping us build relationships and bring in new business.

Main Responsibilities

Communicate directly with customers via phone, email, chat, or in person. Respond quickly and professionally to customer enquiries. Resolve customer complaints with patience and efficiency. Gather and assess relevant information to address enquiries and complaints effectively. Verify customer details as needed. Process orders, applications, and customer requests. Direct queries or unresolved issues to the appropriate team. Manage customer accounts and keep them updated. Maintain accurate records of customer interactions, enquiries, and complaints. Log actions taken and outcomes clearly. Handle administrative tasks related to customer service. Liaise and collaborate with internal teams to ensure smooth operations. Follow up on customer interactions to ensure satisfaction. Make outbound calls to existing and potential customers to re-engage accounts, introduce offers, and identify new sales opportunities. Promote relevant products and services in a helpful, consultative manner, always putting the customer first. Record outcomes of sales calls and pass leads or opportunities to the appropriate team where required.
Skills and Experience

GCSEs or equivalent qualifications. A solid understanding of customer service principles. Competence in using relevant computer applications. Good typing skills. Familiarity with administrative processes. Strong written and numerical skills. Product knowledge (training will be provided). Confidence speaking to customers by phone, including outbound calling.
Key Competencies

Excellent interpersonal and communication skills. Active listening and empathy. Problem-solving abilities and attention to detail. Adaptability and the ability to remain calm under pressure. A positive attitude with a proactive, can-do approach. Strong organisational skills and the ability to take the initiative. A natural ability to build rapport and spot opportunities to help customers through relevant product recommendations.
Contract Type
This role is offered on a fixed-term, 1-year temporary contract to cover maternity leave.

Job Types: Full-time, Permanent

Pay: From 26,000.00 per year

Benefits:

On-site parking Private medical insurance
Experience:

Client Services Occupations: 1 year (required)
Work Location: In person