At a Glance
- Tasks: Resolve complex customer issues and ensure timely delivery of high-value orders.
- Company: Join MillerKnoll, a leader in sustainable design for a better future.
- Benefits: Inclusive workplace, equal opportunity, and support for diverse backgrounds.
- Other info: Dynamic role with opportunities for growth and collaboration across teams.
- Why this job: Make a real impact by enhancing customer experiences and driving improvements.
- Qualifications: Experience in customer service and strong problem-solving skills required.
The predicted salary is between 31500 - 38500 £ per year.
Why join us?
Our purpose is design for the good of humankind.
It’s the ideal we strive toward each day in everything we do.
Being a part of Miller Knoll means being a part of something larger than your work team, or even your brand.
We are redefining modern for the 21st century.
And our success allows Miller Knoll to support causes that align with our values, so we can build a more sustainable, equitable, and beautiful future for everyone.
Why join us?
Our purpose is design for the good of humankind.
It’s the ideal we strive toward each day in everything we do.
Being a part of Miller Knoll means being a part of something larger than your work team, or even your brand.
We are redefining modern for the 21st century.
And our success allows Miller Knoll to support causes that align with our values, so we can build a more sustainable, equitable, and beautiful future for everyone.
Location
Portal Mill
Reports To
Customer Care Manager
Department
- Operations
- Role Purpose
The Senior Customer Care & Resolution Specialist plays a critical role in managing and resolving complex customer issues from initial identification through to full resolution.
This position ensures that large, high‑value, and business‑critical orders are delivered on time, in full, and to the required specification.
Acting as a key escalation point, the role partners closely with operations, logistics, commercial teams, and external stakeholders to quickly address challenges, remove blockers, and implement preventative measures that improve long‑term customer experience.
The Specialist will also provide cover and support for the Europe Contract Customer Care Manager, serving as a primary point of contact for strategic and contract customers.
Key Responsibilities
- Customer Issue Resolution
- Serve as the primary point of contact for escalated customer issues, ensuring prompt and effective resolution.
- Manage high-priority or escalated cases to swift and satisfactory resolution.
- Provide practical and creative solutions to meet customer needs.
- Ensure swift resolution with minimal customer impact.
- Involve customers in complex problem-solving when appropriate.
- Coordinate with multiple teams to ensure aligned solutions.
- Maintain resilience and professionalism under pressure.
- Follow up post-resolution to confirm customer satisfaction and capture lessons learned.
- Maintain regular communication with customers during issue resolution, providing updates and managing expectations.
- Handle concerns with empathy, professionalism, and subject‑matter expertise.
- Anticipate needs and proactively prevent potential issues.
- Large Project Order & Delivery Management
- Oversee end-to-end delivery of large customer orders, ensuring accuracy, reliability, and quality.
- Coordinate with supply chain, logistics, and production teams to address potential delivery risks.
- Monitor project timelines and proactively resolve bottlenecks to ensure on‑time completion.
- Track key order metrics and report on progress to management and clients.
- Partner with internal teams (sales, channel support, operations, logistics) to deliver exceptional customer experiences.
- Lead or participate in special projects aimed at improving service delivery, order processes, or customer satisfaction.
- Develop and share best practices for resolution and fulfilment management.
- Problem Solving & Continuous Improvement
- Conduct root cause analysis to prevent repeat issues.
- Use lean tools to problem solve long term countermeasures.
- Commit to continuous improvement by learning from customer feedback and past experiences.
- Identify waste in the work processes and implement improvements to reduce
- Professional Standards
- Communicate with clarity, courtesy, and professional etiquette across all channels.
- Apply a customer‑first approach to all decisions and actions.
- Maintain consistency in service tone, quality, and accuracy.
- Protect customer confidentiality and handle sensitive information with discretion.
- Demonstrate attention to detail in all communications and deliverables.
- Ensure timely responses and adherence to deadlines.
- Actively listen to fully understand customer needs.
- Share insights and knowledge for cross‑functional support.
- Present a polished and professional image in all interactions.
Skills & Experience Required
- Proven experience in customer service, client account management, or a related role in a global or fast‑paced environment.
- Strong problem‑solving and decision‑making skills.
- Excellent written and verbal communication skills.
- Ability to collaborate across teams and regions.
- Strong organisational skills with attention to detail.
- Proficient in CRM systems, communication platforms, and productivity tools.
- Able to remain composed under pressure and manage multiple priorities.
- Strong communication and interpersonal skills.
- Ability to manage multiple customer requests simultaneously.
- Attention to detail and commitment to deadlines.
- Key Competencies
- Customer Focus
- Accountability & Ownership
- Proactive Thinking
- Collaboration & Teamwork
- Resilience
- Innovation & Continuous Improvement
Who We Hire?
Simply put, we hire qualified applicants representing a wide range of backgrounds and abilities.
Miller Knoll is comprised of people of all abilities, gender identities and expressions, ages, ethnicities, sexual orientations, veterans from every branch of military service, and more.
Here, you can bring your whole self to work.
We’re committed to equal opportunity employment, including veterans and people with disabilities.
Miller Knoll complies with applicable disability laws and makes reasonable accommodations for applicants and employees with disabilities.
If reasonable accommodation is needed to participate in the job application or interview process, to perform essential job functions, and/or to receive other benefits and privileges of employment, please contact Miller Knoll Talent Acquisition at careers_help@millerknoll. com.
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Snr Customer Care & Resolutions Specialist in Melksham employer: MillerKnoll
MillerKnoll is an exceptional employer that prioritises a culture of collaboration and innovation, making it an ideal place for professionals looking to thrive in client engagement. With a strong focus on employee growth and development, team members are encouraged to enhance their skills while delivering unique, hospitality-driven experiences in a vibrant flagship showroom environment. The company's commitment to design leadership and brand excellence ensures that employees are part of a dynamic team that values creativity and strategic thinking.
StudySmarter Expert Advice🤫
We think this is how you could land Snr Customer Care & Resolutions Specialist in Melksham
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at MillerKnoll. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like MillerKnoll before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Snr Customer Care & Resolutions Specialist in Melksham
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to MillerKnoll:Your cover letter is your chance to shine! Tell us why you want to work at MillerKnoll specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at MillerKnoll!
How to prepare for a job interview at MillerKnoll
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
