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- Tasks: Support customers through complex queries and provide empathetic resolutions.
- Company: Join a fast-growing, customer-first business that values its people.
- Benefits: Enjoy hybrid working options, competitive salary, and a supportive team culture.
- Why this job: Make a real difference in customer experiences while growing your career.
- Qualifications: Strong communication skills and prior customer service experience preferred.
- Other info: Work in a dynamic team that genuinely supports each other.
The predicted salary is between 28800 - 32000 £ per year.
Hybrid Customer Service Specialist | Northampton | £28,800 - £32,000 + Benefits (initially 5 days onsite until completion of probation) following probation 2 days working from home and 3 days office based!
Shifts: 8am-5pm and 10am-7pm | 1 in 4 Saturdays (with a weekday off in lieu)
Are you someone who sees every customer conversation as an opportunity to make a real difference? Do you thrive in fast-paced environments where empathy, clarity, and thoughtful problem-solving are at the core of what you do?
We’re looking for a Customer Service Specialist to join a dynamic and passionate team. This is more than a customer service role - it’s about becoming the trusted voice behind complex and high-level customer concerns, delivering resolution and reassurance when it matters most.
Customer Service Specialist responsibilities:- You’ll be at the forefront of customer advocacy, supporting individuals through some of their most challenging queries - from sensitive financial disputes and ombudsman cases to complex complaint escalations and PR-critical issues.
- Your goal? To turn difficult moments into positive outcomes through thoughtful investigation, clear communication, and genuine care.
- Handling escalated and sensitive customer cases with ownership, compassion, and precision.
- Listening carefully to get to the heart of each issue - not just what went wrong, but why it matters.
- Crafting fair, empathetic resolutions that reflect our values and build long-term trust.
- Collaborating with internal teams (legal, logistics, finance) to ensure every angle is covered.
- Representing the business in external conversations with professionalism and integrity.
- Documenting each case thoroughly to support continuous learning and service improvement.
- Identifying recurring themes and helping shape better systems and experiences across the business.
- A natural ability to connect with people and see the human behind every complaint.
- Calm under pressure, especially in emotionally charged situations.
- First-class written and verbal communication - always clear, professional, and personable.
- Sound judgement - you know how to balance what’s right for the customer with what’s right for the business.
- Prior experience in a customer-facing or complaints-handling environment (retail, hospitality, etc. a bonus).
- Confidence using CRM tools and tech to manage and track case progress.
- A problem-solver’s mindset - always looking for better, not just "fixed."
This is not just another customer care team - this is a tight-knit group who genuinely support each other, care deeply about what they do, and take pride in being the calm in the storm when customers need them most.
You’ll be joining a fast-growing, customer-first business that empowers its people to own their roles, speak up with ideas, and grow their careers in a supportive, down-to-earth environment.
If you believe customers deserve not just solutions but exceptional experiences - we want to hear from you, Apply today!
Contact Detail:
Zachary Daniels Recruitment Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Service Specialist
✨Tip Number 1
Familiarise yourself with common customer service scenarios, especially those involving sensitive issues like financial disputes. Understanding these situations will help you demonstrate your empathy and problem-solving skills during the interview.
✨Tip Number 2
Practice active listening techniques. In a role where understanding customer concerns is crucial, showing that you can listen carefully and respond thoughtfully will set you apart from other candidates.
✨Tip Number 3
Research our company values and think about how they align with your own experiences in customer service. Be ready to discuss specific examples of how you've embodied these values in past roles.
✨Tip Number 4
Prepare to discuss your experience with CRM tools and how you've used them to manage customer cases effectively. Highlighting your tech-savviness will show that you're ready to hit the ground running in this hybrid role.
We think you need these skills to ace Customer Service Specialist
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in customer service and complaint handling. Use specific examples that demonstrate your ability to connect with customers and resolve issues effectively.
Craft a Compelling Cover Letter: Write a cover letter that showcases your passion for customer service. Mention how you thrive in fast-paced environments and provide examples of how you've turned challenging situations into positive outcomes.
Highlight Key Skills: Emphasise your first-class written and verbal communication skills, as well as your problem-solving mindset. Mention any experience with CRM tools and how you've used them to manage customer cases.
Showcase Empathy and Professionalism: In your application, convey your natural ability to connect with people and your calmness under pressure. Share anecdotes that illustrate your sound judgement and commitment to delivering exceptional customer experiences.
How to prepare for a job interview at Zachary Daniels Recruitment
✨Show Empathy
During the interview, demonstrate your ability to connect with people by sharing examples of how you've handled sensitive customer situations in the past. Highlight your understanding of the emotional aspects of customer service.
✨Communicate Clearly
Practice articulating your thoughts clearly and professionally. Use specific examples to illustrate your problem-solving skills and how you’ve effectively communicated with customers in challenging scenarios.
✨Demonstrate Problem-Solving Skills
Prepare to discuss instances where you identified recurring issues and proposed solutions. This shows that you not only fix problems but also think critically about improving processes.
✨Research the Company
Familiarise yourself with the company's values and mission. Be ready to explain how your personal values align with theirs, especially regarding customer advocacy and service excellence.
