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 deliver excellent customer service while coordinating, processing, and administering customer orders across the UK. You will ensure deliveries are completed on time and in full, manage customer accounts, and act as a customer service champion within the organisation.

Key Responsibilities:

Provide a high standard of customer service across all communication channels, including telephone and email Handle customer enquiries and complaints professionally, resolving issues promptly and effectively Accurately process customer orders, delivery requests, returns, and invoice queries within agreed timescales Coordinate deliveries and liaise with suppliers and subcontractors to ensure orders are fulfilled in full and on time Maintain accurate and up-to-date customer records on CRM and SAP systems in line with GDPR requirements Support a portfolio of customer accounts, including quote follow-ups, warranty calls, and post-delivery queries Work closely with internal teams including Sales, Logistics, Warehouse, and Finance to resolve customer issues Ensure all post-delivery communications are actioned within 24 hours Comply with FRC Group Health & Safety policies, ISO standards, and company procedures.

Skills and Experience:

Experience:

Minimum 3 years' experience in a complex 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:

Good Excel data handling skills

Desirable:

Experience using SAP or Great Plains 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
Application question(s):

Do you have good Excel handling Skills? Do you have experience using SAP?
Experience:

Customer service: 3 years (required)
Work Location: In person