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- Tasks: Support customers through complex queries and provide empathetic resolutions.
- Company: Join a fast-growing, customer-first business that values its people.
- Benefits: Enjoy hybrid working options, competitive salary, and a supportive team culture.
- Why this job: Make a real difference in customer experiences while growing your career.
- Qualifications: Strong communication skills and prior customer service experience preferred.
- Other info: Work in a dynamic team that genuinely supports each other.
The predicted salary is between 28800 - 32000 £ per year.
Hybrid Customer Service Specialist | Northampton | £28,800 - £32,000 + Benefits (initially 5 days onsite until completion of probation) following probation 2 days working from home and 3 days office based!
Shifts: 8am-5pm and 10am-7pm | 1 in 4 Saturdays (with a weekday off in lieu)
Are you someone who sees every customer conversation as an opportunity to make a real difference? Do you thrive in fast-paced environments where empathy, clarity, and thoughtful problem-solving are at the core of what you do?
We’re looking for a Customer Service Specialist to join a dynamic and passionate team. This is more than a customer service role - it’s about becoming the trusted voice behind complex and high-level customer concerns, delivering resolution and reassurance when it matters most.
Customer Service Specialist responsibilities:- You’ll be at the forefront of customer advocacy, supporting individuals through some of their most challenging queries - from sensitive financial disputes and ombudsman cases to complex complaint escalations and PR-critical issues.
- Your goal? To turn difficult moments into positive outcomes through thoughtful investigation, clear communication, and genuine care.
- Handling escalated and sensitive customer cases with ownership, compassion, and precision.
- Listening carefully to get to the heart of each issue - not just what went wrong, but why it matters.
- Crafting fair, empathetic resolutions that reflect our values and build long-term trust.
- Collaborating with internal teams (legal, logistics, finance) to ensure every angle is covered.
- Representing the business in external conversations with professionalism and integrity.
- Documenting each case thoroughly to support continuous learning and service improvement.
- Identifying recurring themes and helping shape better systems and experiences across the business.
- A natural ability to connect with people and see the human behind every complaint.
- Calm under pressure, especially in emotionally charged situations.
- First-class written and verbal communication - always clear, professional, and personable.
- Sound judgement - you know how to balance what’s right for the customer with what’s right for the business.
- Prior experience in a customer-facing or complaints-handling environment (retail, hospitality, etc. a bonus).
- Confidence using CRM tools and tech to manage and track case progress.
- A problem-solver’s mindset - always looking for better, not just "fixed."
This is not just another customer care team - this is a tight-knit group who genuinely support each other, care deeply about what they do, and take pride in being the calm in the storm when customers need them most.
You’ll be joining a fast-growing, customer-first business that empowers its people to own their roles, speak up with ideas, and grow their careers in a supportive, down-to-earth environment.
If you believe customers deserve not just solutions but exceptional experiences - we want to hear from you, Apply today!
Customer Service Specialist employer: Zachary Daniels Recruitment
Contact Detail:
Zachary Daniels Recruitment Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Service Specialist
✨Tip Number 1
Familiarise yourself with common customer service scenarios and how to handle them. Understanding the types of issues that arise in customer service, especially in sensitive situations, will help you demonstrate your problem-solving skills during interviews.
✨Tip Number 2
Practice active listening techniques. Being able to show that you can listen carefully and empathise with customers is crucial for this role. Consider role-playing with a friend to refine your ability to respond thoughtfully to various customer concerns.
✨Tip Number 3
Research StudySmarter's values and customer service philosophy. Knowing what we stand for will allow you to align your answers with our mission during the interview, showcasing that you're not just a fit for the role but also for our company culture.
✨Tip Number 4
Prepare examples from your past experiences where you've successfully resolved customer complaints or handled difficult situations. Having specific stories ready will help you illustrate your skills and show how you embody the qualities we're looking for in a Customer Service Specialist.
We think you need these skills to ace Customer Service Specialist
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in customer service and complaint handling. Use specific examples that demonstrate your ability to connect with customers and resolve issues effectively.
Craft a Compelling Cover Letter: Write a cover letter that showcases your passion for customer service. Mention how your skills align with the company's values and the specific responsibilities of the Customer Service Specialist role.
Showcase Communication Skills: Since first-class written and verbal communication is crucial, ensure your application is free from errors and clearly articulates your thoughts. Use a professional yet personable tone throughout your documents.
Highlight Problem-Solving Abilities: In your application, provide examples of how you've successfully navigated challenging customer situations in the past. Emphasise your problem-solving mindset and your commitment to delivering exceptional customer experiences.
How to prepare for a job interview at Zachary Daniels Recruitment
✨Show Empathy
During the interview, demonstrate your ability to connect with people by sharing examples of how you've handled sensitive customer situations in the past. Highlight your understanding of the emotional aspects of customer service.
✨Communicate Clearly
Practice articulating your thoughts clearly and professionally. Use concise language to explain your problem-solving process and ensure you convey your ideas in a personable manner, as this is crucial for a Customer Service Specialist.
✨Prepare for Scenario Questions
Expect scenario-based questions that assess your judgement and decision-making skills. Prepare by thinking of specific instances where you balanced customer needs with business objectives, showcasing your sound judgement.
✨Familiarise Yourself with CRM Tools
Since confidence in using CRM tools is essential, brush up on any relevant software you’ve used before. Be ready to discuss how you’ve tracked case progress and improved customer experiences through technology.
