Customer Care Specialist in Edinburgh

Put Customers First and Build Your Career in Customer Service

Are you passionate about delivering exceptional customer experiences, not just fixing problems but understanding why they happen? Do you take ownership, think critically, and go the extra mile to make things right for the customer?

We're recruiting for a leading online retail brand that truly puts the customer at the heart of everything they do. In this role, you won't just resolve queries, you will play a key part in improving the overall customer journey by identifying issues, investigating root causes, and helping shape better outcomes.

Start Date: Monday 25th May

Key Responsibilities

• Handle inbound and outbound customer queries across phone, email, live chat, and social media
• Guide customers confidently through their journey, providing clear, helpful advice
• Resolve issues efficiently while delivering a high-quality, empathetic customer experience
• Take ownership of problems and dig deeper to understand root causes to prevent repeat issues
• Work closely with suppliers and internal teams to ensure seamless service delivery
• Manage complaints with professionalism, empathy, and a solutions-focused mindset

What We're Looking For

• A genuine passion for putting customers first and doing the right thing
• Strong problem-solving skills, with the curiosity to ask "why" and look beyond the surface
• Excellent communication and active listening abilities
• High attention to detail and the ability to manage multiple tasks effectively
• A positive, proactive attitude and team-oriented mindset
• Previous experience in customer service, contact centre, or retail support is preferred

Location & Working Pattern

• Based in Edinburgh (Stockbridge area)
• Hybrid working available after initial training, with 2 days working from home
• 4-week initial training period on-site
• 1 in 3 Saturdays required after training

Salary & Benefits

• 27,000 per annum
• Hybrid working model
• Structured training and onboarding programme
• Opportunity to build a long-term career in a customer-focused organisation

Why This Role?

This is more than a customer service role. It is an opportunity to be part of a business that treats its customers as its champions. If you are someone who cares about delivering meaningful experiences and improving how things are done, you will thrive here.

Blue Arrow is proud to be a Disability Confident Employer and is committed to helping find great work opportunities for great people.