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- Tasks: Provide expert technical support and enhance customer service quality.
- Company: Join Unilin, a leader in sustainable interior design and building solutions.
- Benefits: Enjoy competitive salary, 33 days leave, private medical cover, and great discounts.
- Why this job: Make a real impact by improving product quality and customer satisfaction.
- Qualifications: Experience in customer service or technical support with strong analytical skills.
- Other info: Be part of a dynamic team focused on innovation and sustainability.
The predicted salary is between 30000 - 42000 ÂŁ per year.
The Customer Service Specialist serves as the backbone of the customer service function, providing expert product and technical support while acting as the critical bridge between Customer Service and the Technical Department. This role ensures that all customer facing teams have access to accurate, current, and actionable technical information, enabling them to deliver confident, high quality support. By analysing technical queries, product claims, and recurring issues, the Specialist drives continuous improvement across the organisation. The position plays a pivotal role in enhancing product quality, reducing customer reported issues, and strengthening the overall technical capability within the Customer Service team.
Key Responsibilities
- Act as the primary technical support contact within the Customer Service team.
- Provide clear, accurate technical guidance on products, specifications, installation, usage, and performance.
- Translate technical information into practical, customer-friendly guidance for Customer Service teams.
- Serve as the operational link between Customer Service and the Technical Department.
- Ensure new product updates, technical bulletins, and changes are communicated clearly to Customer Service.
- Feed recurring customer issues and frontline insights back to the Technical team.
- Track, analyse, and report on customer technical queries, issues, and resolutions.
- Identify trends and recurring problems to highlight training needs, product risks, or process gaps.
- Provide insight-led recommendations to reduce repeat issues and improve first-time resolution.
- Develop and deliver targeted training for Customer Service teams based on recurring questions and issues.
- Maintain and continuously improve technical knowledge materials, FAQs, guides, and quick-reference tools.
- Ensure technical information is accessible, accurate, and easy to use “at the fingertips”.
- Support investigation of customer technical claims and quality-related issues.
- Assist with root cause analysis and follow-up on corrective and preventative actions.
- Support quality initiatives aimed at reducing defects, complaints, and technical escalations.
- Support technical investigations linked to sales reporting, customer complaints, and escalations.
- Work cross-functionally to ensure actions are tracked, completed, and communicated.
- Provide technical insight to support commercial decisions where required.
Who are you?
A candidate who embodies our values and places the customer at the heart of everything they do. Strong technical aptitude with the ability to explain complex information simply. Analytical mindset with experience using data to identify trends and training needs. High attention to detail with a strong focus on quality and accuracy. Confident communicator across Customer Service, Technical, Sales, and Quality teams. Proactive, solution-oriented, and “can-do” attitude. Strong documentation and training delivery skills.
Essential Criteria:
- Embody the company values – Passion, Respect, Excellence, Entrepreneurship.
- Experience in Customer Service, Technical Support, or Product Support roles.
- Background in a manufacturing, technical, or product-led environment desirable.
- Experience analysing customer queries, claims, or quality data.
- Strong Excel and reporting skills; ERP / CRM experience an advantage.
- Technical or quality-related qualification desirable but not essential.
What can you expect?
- A competitive salary
- 33 Days Annual Leave
- Enhanced Company Pension Contribution
- Private Medical Cover
- An employer with a clear sustainability strategy (for our planet, customers, and employees).
- We invest in your development and believe in lifelong learning.
- Our unique Unilin DNA.
- Enjoy great discounts on our products.
- In short, you’ll be joining a Top Employer!
Who are we?
Unilin is an international leader in interior design and building solutions with a strong focus on sustainability and innovation. With our flooring, panels, insulation materials, and technologies, we are present in the homes and workplaces of millions of people, as well as in public spaces around the world. Our brands Quick-step, Pergo, and Moduleo are probably familiar to you. Worldwide, around 8,300 employees work every day to push boundaries and innovate.
Customer Service Specialist - Technical employer: Unilin Flooring UK & Ireland
Contact Detail:
Unilin Flooring UK & Ireland Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Service Specialist - Technical
✨Tip Number 1
Get to know the company inside out! Before your interview, dive into Unilin's values and products. This way, you can show how your skills align with their mission and demonstrate that you're genuinely interested in being part of their team.
✨Tip Number 2
Practice makes perfect! Prepare for common customer service scenarios and technical questions. Role-playing with a friend or using mock interviews can help you feel more confident and articulate during the real deal.
✨Tip Number 3
Show off your analytical skills! Be ready to discuss how you've used data to identify trends or solve problems in previous roles. This will highlight your ability to contribute to continuous improvement at Unilin.
✨Tip Number 4
Don’t forget to follow up! After your interview, send a quick thank-you email to express your appreciation for the opportunity. It’s a great way to reinforce your interest in the role and keep you top of mind for the hiring team.
We think you need these skills to ace Customer Service Specialist - Technical
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your CV and cover letter for the Customer Service Specialist role. Highlight your technical skills and experience in customer service, showing us how you embody our values of Passion, Respect, Excellence, and Entrepreneurship.
Show Off Your Technical Know-How: We want to see your strong technical aptitude! Use specific examples from your past roles where you've explained complex information simply or provided technical support. This will help us understand how you can bridge the gap between Customer Service and the Technical Department.
Be Data-Driven: Since this role involves analysing customer queries and identifying trends, share any relevant experience you have with data analysis. Let us know how you've used data to improve processes or training in your previous jobs – we love a good insight!
Apply Through Our Website: Don’t forget to submit your application through our website! It’s the best way for us to receive your details and ensures you’re considered for the role. Plus, it shows us you’re proactive and keen to join our team!
How to prepare for a job interview at Unilin Flooring UK & Ireland
✨Know Your Stuff
Make sure you brush up on the technical aspects of the products you'll be supporting. Familiarise yourself with common issues and solutions, as well as any recent updates or changes. This will help you demonstrate your expertise and confidence during the interview.
✨Showcase Your Communication Skills
Since this role requires translating complex technical information into customer-friendly guidance, practice explaining technical concepts in simple terms. You might even want to prepare a few examples of how you've done this in past roles to share during the interview.
✨Be Data-Driven
Highlight your analytical skills by discussing how you've used data to identify trends or improve processes in previous positions. Be ready to talk about specific tools you've used, like Excel or CRM systems, and how they helped you drive improvements.
✨Emphasise Team Collaboration
This role acts as a bridge between Customer Service and the Technical Department, so it's crucial to show that you can work well with others. Prepare examples of how you've collaborated cross-functionally in the past and how you can contribute to a positive team dynamic.