Job Description

Job Title: Customer Service Specialist

Location:

Liverpool (Speke)

Salary:

27,606

Contract Type:

Permanent, Full-time. Monday to Friday, 8:00 AM - 6:00 PM (various shift patterns)

About FRC Group

FRC Group is a social enterprise with a mission to End Furniture Poverty. We are committed to making a tangible difference in our communities by providing quality, affordable furniture to those in need. Our values--Bravery, Creativity, Passion, and Professionalism--drive us to tackle social issues head-on, innovating to create sustainable solutions and inspiring positive change.

Operating for over 35 years, FRC Group includes a family of social businesses such as the Furniture Resource Centre and Buckingham Interiors. Our operations are not just about providing furniture; they're about empowering lives, supporting the community, and ensuring everyone has access to the essential items that make a house a home.

Our team is our greatest asset, and we pride ourselves on fostering a supportive and inclusive working environment where employees can thrive both personally and professionally. We invest in our people through comprehensive training, development opportunities, and a culture that celebrates achievements and milestones.

As a Customer Service Specialist, you will be at the heart of our operations, ensuring every customer interaction is handled with the utmost care and professionalism. Your role will involve coordinating, processing, and managing all orders for the Furniture Resource Centre across the UK. You will be responsible for maintaining high standards of customer satisfaction, resolving issues promptly, and building strong relationships with our customers, suppliers, and subcontractors.

Key Responsibilities:

Customer Service Excellence:

Deliver simply better service by addressing customer inquiries, resolving complaints, and managing customer accounts effectively.

Order Management:

Process customer orders, schedule deliveries, and ensure all delivery paperwork is handled accurately and on time.

Relationship Building:

Create personal connections with customers, suppliers, and subcontractors, ensuring a smooth and positive experience for all stakeholders.

Reporting & Administration:

Produce regular KPI reports, manage manual and computerized systems, and handle account management documentation.

Team Support:

Provide guidance to staff on training contracts, placements, and agency staff, exemplifying good working practices.

Continuous Improvement:

Attend training sessions, maintain proficiency with CRM systems, and adhere to FRC Group's Health and Safety Policy and ISO standards. Maintain data lists in line with GDPR best practices.

Skills and Experience:

Experience:

At least 1 year of experience in customer facing environment

Skills:

Proficiency in MS Office (Excel, Word, Outlook), excellent communication, organizational skills, and the ability to work under pressure.

Personal Qualities:

Methodical attention to detail, problem-solving skills, assertiveness, and the ability to create personal connections with customers.

Commitment:

A strong alignment with FRC Group's values, dedication to delivering simply better customer service, and a commitment to personal development and training.

Qualifications:

Essential:

GCSE Mathematics and English, or equivalent.

Desirable:

NVQ Level 2 in Customer Service or Business Administration, and a valid Driving Licence. Experience using SAP would also be advantageous.

Benefits

27 days holiday per year plus bank holidays Christmas shutdown Up to 10% pension match Staff purchase schemes Medicash health insurance Employee assistance program Travel passes Cycle to work scheme Birthday celebrations and meals Values awards & vouchers 3 paid volunteering days per year Free parking Death in service Enhanced maternity and paternity pay Free tea, coffee, and fruit Wonderful Wednesdays - Free Toast and gatherings Training and Development opportunities A great place to work with a positive social impact
Interested? Join FRC Group and be part of a team that is dedicated to ending furniture poverty while promoting a culture of bravery, creativity, passion, and professionalism. Apply now to make a meaningful difference in a dynamic and supportive environment.

Job Type: Full-time

Pay: 27,606.00 per year

Benefits:

Casual dress Company events Company pension Cycle to work scheme Employee discount Free parking Life insurance On-site parking Referral programme Sick pay Work from home
Schedule:

Monday to Friday
Experience:

Customer service: 1 year (required)
Work Location: Hybrid remote in Liverpool L24 1UY