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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-facing experience preferred.
- Other info: Work in a dynamic team that genuinely cares about each other and their customers.
The predicted salary is between 26000 - 28000 £ per year.
Hybrid Customer Service Specialist | Northampton | £26,000 - £28,000 + 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 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 and how to handle them. This will help you demonstrate your problem-solving skills during the interview, showing that you can think on your feet and provide empathetic solutions.
✨Tip Number 2
Research StudySmarter's values and mission. Understanding our commitment to customer advocacy will allow you to align your answers with our core principles, making you a more attractive candidate.
✨Tip Number 3
Prepare examples from your past experiences where you've successfully resolved customer complaints or escalated issues. This will showcase your ability to handle sensitive situations with care and professionalism.
✨Tip Number 4
Practice your communication skills, both verbal and written. Since this role requires first-class communication, being able to articulate your thoughts clearly will set you apart during the interview process.
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 or complaints handling. Use specific examples that demonstrate your ability to connect with customers and resolve issues effectively.
Craft a Compelling Cover Letter: In your cover letter, express your passion for customer service and your understanding of the role's responsibilities. Mention how your skills align with their values, particularly in empathy and problem-solving.
Showcase Communication Skills: Since first-class written communication is crucial for this role, ensure your application is free from errors and clearly structured. Use professional language while still being personable to reflect your communication style.
Highlight Relevant Tools Experience: If you have experience using CRM tools or similar technology, mention it in your application. This shows you are prepared to manage and track customer cases efficiently, which is essential for the role.
How to prepare for a job interview at Zachary Daniels
✨Show Your Empathy
As a Customer Service Specialist, empathy is key. Be prepared to share examples of how you've handled difficult customer situations in the past, focusing on your ability to connect with customers and understand their concerns.
✨Demonstrate Problem-Solving Skills
Highlight your problem-solving mindset during the interview. Discuss specific instances where you identified issues and implemented effective solutions, showcasing your ability to think critically under pressure.
✨Communicate Clearly and Professionally
First-class communication is essential for this role. Practice articulating your thoughts clearly and professionally, both verbally and in writing. You might even want to prepare a few responses to common customer service scenarios.
✨Research the Company Culture
Understanding the company's values and culture can give you an edge. Familiarise yourself with their approach to customer service and be ready to discuss how your personal values align with theirs, especially regarding customer advocacy and support.
