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- Tasks: Engage with customers, resolve issues, and manage contracts in a dynamic environment.
- Company: Join DDC Dolphin, a leader in infection control solutions with over 30 years of experience.
- Benefits: Enjoy 25 days holiday, competitive salary, and opportunities for career growth.
- Why this job: Be at the heart of customer service excellence and make a real difference.
- Qualifications: Two years of frontline customer service experience and strong communication skills.
- Other info: Fast-paced role with opportunities to train and mentor new team members.
The predicted salary is between 28800 - 43200 £ per year.
Location: Office based, Poole, Dorset, BH12 4NU
Working Hours: 40 hours per week, Monday – Friday
Type: Full-time | Permanent
About DDC Dolphin
At DDC, we are industry leaders in infection control solutions, delivering cutting-edge technology and outstanding service to the healthcare and care sectors. With over 30 years of experience, our mission is to support organisations in maintaining the highest hygiene standards, helping to protect patients, residents, and staff from the risks of infection. Our vision is clear: Protecting Lives Through Smarter, Safer Healthcare.
Summary
We are looking for a proactive, confident and customer focused individual to join our small, but busy, customer services team. This is not a back-office admin role – we need someone with proven frontline customer services experience who can handle a variety of customer interactions, manage contracts, resolve complaints and ensure that every customer touchpoint reflects our commitment to Customer Excellence. You will be at the heart of the Company, liaising with internal teams and external customers helping to keep things running smoothly.
Key Responsibilities
- Handling inbound and outbound calls to customers and internal teams with professionalism and confidence
- Managing customer accounts including ongoing contract support and renewals
- Taking ownership of customer issues and seeing them through to resolution
- Proactively following up on customer interactions and identifying opportunities for service improvement
- Creating accurate quotes, and processing orders
- Logging and resolving customer complaints in line with our internal processes
- Supporting field engineers with scheduling and customer updates
- Training and mentoring new team members
- Maintaining accurate customer records and service logs using SAP B1 and internal systems
- Supporting improvement initiatives and contributing ideas to improve the customer experience
- Any other reasonable tasks that may reasonably be required to support team and business needs.
Experience and Qualifications
- Minimum two years’ experience in a frontline Customer Services role
- Proven background in managing complex customer interactions, not just administrative tasks
- Experience in contract support or service coordination is a strong advantage
- SAP B1 experience is desirable but not essential
Skills and Competencies
- Excellent phone manner and confidence dealing with a wide range of customers
- Skilled in complaint resolution and sensitive customer communication
- Strong organisational skills and attention to detail
- Able to juggle multiple priorities in a fast-paced environment
- Comfortable working both independently and collaboratively
- A logical problem solver who remains calm under pressure
- Proficient in Microsoft Office (Outlook, Excel, Word, Teams)
- Clear, professional communication skills (written and verbal)
- Enthusiastic, dependable, and solutions-focused
Salary & Benefits
25 days Holiday (increasing to 26 after 2 years, 27 after 4 years and 28 after 5 years)
Customer Service Support Specialist in Poole employer: DDC
Contact Detail:
DDC Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Service Support Specialist in Poole
✨Tip Number 1
Get to know the company inside out! Research DDC Dolphin's mission and values, especially their focus on infection control. This will help you tailor your conversations and show that you're genuinely interested in being part of their team.
✨Tip Number 2
Practice your phone skills! Since you'll be handling a lot of customer interactions, make sure you can communicate clearly and confidently. Try role-playing with a friend or family member to get comfortable with different scenarios.
✨Tip Number 3
Be proactive during interviews! Think of examples from your past experiences where you've successfully resolved customer issues or improved service. This will demonstrate your problem-solving skills and commitment to customer excellence.
✨Tip Number 4
Don't forget to follow up after your interview! A quick thank-you email can go a long way in showing your enthusiasm for the role. And remember, apply through our website for the best chance at landing that Customer Service Support Specialist position!
We think you need these skills to ace Customer Service Support Specialist in Poole
Some tips for your application 🫡
Show Your Customer Service Skills: Make sure to highlight your frontline customer service experience in your application. We want to see how you've handled complex interactions and resolved complaints, so share specific examples that showcase your skills!
Tailor Your Application: Don’t just send a generic application! Take the time to tailor your CV and cover letter to reflect the job description. Mention your experience with contract support or service coordination if you have it, as it’s a strong advantage for us.
Be Professional and Clear: Since communication is key in this role, ensure your written application is clear and professional. Use proper grammar and structure, and make sure your enthusiasm for the role shines through!
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it shows you’re proactive, which we love!
How to prepare for a job interview at DDC
✨Know the Company Inside Out
Before your interview, take some time to research DDC Dolphin and its mission. Understand their focus on infection control solutions and how they support healthcare standards. This knowledge will help you align your answers with their values and show that you're genuinely interested in the role.
✨Showcase Your Customer Service Skills
Prepare specific examples from your past experiences where you've successfully handled complex customer interactions or resolved complaints. Highlight your proactive approach and how you’ve improved customer satisfaction. This will demonstrate that you have the frontline experience they’re looking for.
✨Practice Your Communication Style
Since the role requires excellent phone manners and clear communication, practice articulating your thoughts clearly and confidently. You might even want to do a mock interview with a friend to get comfortable with discussing your experiences and answering potential questions.
✨Be Ready to Discuss Problem-Solving
Think of scenarios where you had to solve problems under pressure. Be prepared to explain your thought process and how you remained calm while juggling multiple priorities. This will showcase your logical problem-solving skills, which are crucial for the role.
