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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 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 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 effectively. This will help you demonstrate your problem-solving skills during the interview, showing that you can think on your feet.
✨Tip Number 2
Research StudySmarter's values and mission. Understanding our commitment to customer advocacy will allow you to align your answers with what we stand for, making you a more appealing candidate.
✨Tip Number 3
Prepare examples from your past experiences where you've turned a negative customer interaction into a positive outcome. This will showcase your ability to handle sensitive situations with empathy 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: 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 difficult situations into positive outcomes.
Showcase Communication Skills: Since first-class written and verbal communication is crucial, ensure your application is free from errors. Use clear and professional language, and consider including a brief example of a challenging customer interaction you've successfully navigated.
Highlight Problem-Solving Abilities: In your application, emphasise your problem-solving mindset. Share a specific instance where you identified a recurring issue and contributed to a solution, demonstrating your proactive approach to improving customer experiences.
How to prepare for a job interview at Zachary Daniels
✨Showcase Your Empathy
During the interview, highlight your ability to connect with customers on a personal level. Share examples of how you've handled sensitive situations in the past, demonstrating your understanding and compassion.
✨Demonstrate Problem-Solving Skills
Be prepared to discuss specific instances where you turned a challenging customer interaction into a positive outcome. This will show your potential employer that you have a proactive approach to problem-solving.
✨Familiarise Yourself with CRM Tools
Since the role requires confidence in using CRM tools, make sure to mention any relevant experience you have. If you're not familiar with specific software, express your willingness to learn quickly.
✨Prepare for Scenario Questions
Expect questions that assess your judgement and decision-making skills in customer service scenarios. Practise articulating your thought process and how you balance customer needs with business objectives.
