Senior Customer Service Specialist

Overview

Customer Service Specialists

Location: Multiple UK sites

Salary: £25,000-29,000 + benefits + overtime + career development

Step into a role where you bring experience and gain influence. As a Customer Service Specialist, you\’ll go beyond the day-to-day to help guide, shape, and elevate customer outcomes. This role suits individuals who have already proven themselves in call centre or customer service environments and are ready for more autonomy and responsibility.

What You\’ll Do

• Resolve customer queries that require more time, judgement or investigation
• Work with vulnerable or high-priority customers and deliver a calm, informed response
• Liaise with internal stakeholders to coordinate accurate, cross-functional responses
• Support onboarding of new team members through support, shadowing, and feedback
• Review case histories or trends and share insights to improve team service levels
• Use your knowledge of systems and processes to enhance both speed and accuracy across the team
• Monitor shared inboxes and support digital channels as needed (e.g., email, webforms, chat tools)

What Youll Bring

• A strong foundation in customer service roles, particularly in regulated or high-volume sectors in a call centre, contact centre or customer service organisation
• Ability to remain clear-headed and structured when faced with technical or emotional queries
• Comfort with using multiple platforms (e.g. CRM, order tracking, account systems) to diagnose and solve issues
• A helpful and knowledgeable approach with colleagues, offering informal coaching and peer support
• Personal accountability for quality, timing and customer follow-through

What Youll Gain

• Entry into a structured capability-based progression model
• Opportunities to lead on knowledge sharing, process improvement or mentoring programmes
• A comprehensive six week onboarding programme with dedicated support
• Access to broader development through specialist or senior-level training
• Exposure to team quality processes, root cause analysis and performance forums
• Recognition for stepping up and supporting operational excellence

How to Apply

To explore your future please email your CV

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