Customer solutions specialist Work, Jobs in Cambridge, Eng (with Salaries)

Senior Customer Complaints & resolution
HWC Logistics —Cambridge
- £27,500 - £30,000 a year
- Full-time
- CRM software
- Management
- Communication skills
- Free parking
- Employee discount
Quick apply
10d
Technical Service Specialist
EVR Network Solutions Ltd. —Cambridge
- £40,000 a year
- Full-time
- In-person
- Free parking
- Store discount
Quick apply
15h
Account Ops - Customer Service Specialist
Ultra Clean Technology —Cambridge
- £28,000 a year
- Full-time
- CRM software
- Salesforce
- Computer skills
- Free parking
- Annual leave
Quick apply
2d
Specialist: Full-Time, Part-Time, and Part-Time Temporary
Apple —Cambridge
- Temporary
Workshop Operative - Prehung
Precision Door Solutions —Ely
- £12.86 - £14.00 an hour
- Full-time
- Heavy lifting
- Forklift
- Assembly
- Free parking
- Annual leave
Quick apply
8d
1st Line Service Desk Analyst (Days)
Intercity Technology —Shefford
- Hybrid work
- Employee assistance programme
Senior Talent Acquisition Specialist
Aveva —Cambridge
- Full-time
- Hybrid work
- Mentoring
- Recruiting
- In-person
- Annual leave
6d
Customer Experience Advisor
Hotel Chocolat —Royston
- £27,153 a year
- Weekend availability
- CRM software
- Hotel
- Communication skills
- Employee discount
14d
Customer Service Administrator
Johnsons Workwear Ltd —Letchworth
- £26,734.50 a year
- Full-time
- Health & wellbeing programme
Quick apply
8d
Contract Management Specialist
Aveva —Cambridge
- Full-time
- Hybrid work
- English
- Bachelor's degree
- No degree
- Annual leave
Inside Sales Representative - Pathfinder UK
Excelerate360 —Hitchin
- Full-time
- Remote
- CRM software
- Business development
- Presentation skills
Quick apply
8d
Retail Merchandiser
Service Innovation Group UK —Cambridge
- Up to £15 an hour
- Merchandising
- Planograms
13d
Semantic Modelling Specialist
Deanta UK Ltd —Ely
- From £50,000 a year
- Full-time
- ERP systems
- In-person
- Communication skills
- Annual leave
- Employee assistance programme
Quick apply
3d
Customer Experience Specialist, Sales (Full Time) - Cambridge
Tesla —Cambridge
- Weekend availability
- CRM software
- Customer service
- Presentation skills
QC Stock Controller
Precision Door Solutions —Ely
- £30,000 - £32,000 a year
- Full-time
- Quality control
- Data entry
- In-person
- Annual leave
- Employee assistance programme
Quick apply
8d
Junior Developer (Fixed Term) Internal Candidates Only
University of Cambridge —Cambridge
- £31,236 - £35,608 a year
- School
5d
Analyst
Cambridgeshire County Council —Papworth Everard
- £34,434 - £36,363 a year
- Data analysis skills
- Analysis skills
- Organisational skills
- Annual leave
- Employee discount
EHS Specialist
Abcam —Cambridge
- Full-time
- Laboratory experience
- Continuous improvement
- In-person
Research Associate
Abselion —Cambridge
- £35,000 - £39,000 a year
- Master's degree
Customer Support Coordinator
Mettler Toledo —Royston
- Continuous improvement
- Communication skills
- Annual leave

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Senior Customer Complaints & resolution

HWC Logistics -
Cambridge

Quick apply

Job details

Full-time
£27,500 - £30,000 a year
10 days ago

Benefits

Free parking
Casual dress
Company events
Employee discount
On-site parking

Qualifications

CRM software
Management
Internal department liaison
Complaint handling
E-commerce
Customer interaction
Root cause analysis
Communication skills
Supply chain customer service

Full job description

Job Overview

We are seeking a dynamic and experienced Senior Customer Complaints & Resolution Specialist to lead our customer service excellence. In this pivotal role, you will oversee the resolution process for complex customer complaints, ensuring swift, effective, and empathetic solutions. When a customer has reached the end of their patience, you’re the person we want to speak to them.

You will take ownership of escalated complaints and complex customer issues, investigate what has happened, work with the relevant teams to find a solution and personally see the case through to resolution.

The aim isn’t simply to close complaints.

It’s to resolve the problem properly, recover the customer’s trust and learn from what went wrong.

As Senior Customer Complaints & Resolution Specialist, you will become a key point of escalation within the Customer Experience team.

You’ll deal with customers who may have experienced problems with their order, delivery, product, assembly, installation, warranty or overall service experience.

You’ll need to be comfortable having difficult conversations, investigating complex situations, negotiating solutions and making sensible commercial decisions.

You will also take an active role in managing White Stores’ online reputation, including customer feedback and reviews across platforms such as Trustpilot and Google.

Key Responsibilities

Take ownership of complex and escalated customer complaints from initial escalation through to resolution.
Deal directly with customers who are highly dissatisfied or have exhausted the normal customer-service process.
Investigate complaints thoroughly and establish exactly what has happened.
Review order history, delivery information, communications, photographs, product information and other relevant evidence.
Identify where things have gone wrong and determine an appropriate course of action.
Communicate with customers by telephone and email.
Manage expectations clearly and professionally throughout the complaint.
Keep customers updated rather than allowing them to chase for information.
Take responsibility for reaching a resolution rather than simply passing the issue to another department.
Handle sensitive, emotional and challenging conversations calmly and professionally.

Resolution & Customer Recovery

Find fair, practical and commercially sensible solutions to difficult customer situations.
Use agreed authority to offer appropriate solutions such as replacements, repairs, refunds, goodwill gestures or other remedies.
Recognise when an issue needs to be escalated to Senior Management for further advice and support.
Where appropriate, look for opportunities to turn a dissatisfied customer into a satisfied customer.
Follow cases through until the customer has received the agreed resolution.
Ensure commitments made to customers are followed through.
Maintain ownership of the customer journey until the matter is genuinely resolved.
Join us in delivering exceptional customer experiences through proactive resolution strategies! This role is perfect for passionate leaders eager to make a difference by turning challenges into opportunities for growth
Monitor customer feedback and reviews across Trustpilot, Google and other relevant review platforms.
Respond to negative reviews in a professional, helpful and brand-appropriate manner.
Identify customers whose experience may be recoverable through proactive contact.
Where appropriate, contact customers directly to understand and resolve the underlying issue.
Identify recurring themes within customer feedback.
Support initiatives designed to improve customer satisfaction and online reputation.
Ensure responses are consistent with White Stores’ tone of voice and customer-service standards.

Working Across the Business

A major part of this role will be working closely with different teams across White Stores to investigate issues, establish what has happened and deliver effective resolutions.

You will work closely with:

1. Customer Services

Work together on escalated cases, customer history, previous communications and actions already taken.

2. Warehouse & Operations

Investigate stock, picking, packing, product and fulfilment issues and establish where operational problems have occurred.

3. Logistics & Delivery

Resolve delivery failures, delays, damages, missing items and courier-related issues.

4. Product & Technical Teams

Investigate product faults, technical queries, warranty issues and potential product defects.

5. Installation Teams

Investigate and resolve installation-related complaints, issues and customer concerns.

What We’re Looking For

We’re looking for someone who has experience dealing with difficult customers and complex complaints, rather than simply handling routine customer-service enquiries.

Essential

Previous experience in a senior customer-service, complaints, customer-resolution or customer-experience role.
Proven experience dealing with escalated and challenging customer complaints.
Excellent telephone and written communication skills.
Confident dealing with difficult conversations.
Strong investigation and problem-solving skills.
Excellent attention to detail.
Ability to manage multiple complex cases at the same time.
Strong organisational and follow-up skills.
Commercial awareness and good judgement.
Comfortable working independently and taking ownership.
Confident using CRM and customer-service systems.

Desirable

Experience within any of the following would be advantageous:

Retail
E-commerce
Furniture
Garden / outdoor living
Home improvement
Logistics / delivery
Consumer goods
Warranty or after-sales service

Experience using Trustpilot, Google Reviews or other online review platforms would also be beneficial.

Pay: £27,500.00-£30,000.00 per year

Benefits:

Casual dress
Company events
Employee discount
Free parking
On-site parking

Work Location: In person

Quick apply

Refine Your Search

customer solutions specialist jobs in cambridge, eng

Senior Customer Complaints & resolution

Technical Service Specialist

Account Ops - Customer Service Specialist

Specialist: Full-Time, Part-Time, and Part-Time Temporary

Workshop Operative - Prehung

1st Line Service Desk Analyst (Days)

Senior Talent Acquisition Specialist

Customer Experience Advisor

Customer Service Administrator

Contract Management Specialist

Inside Sales Representative - Pathfinder UK

Retail Merchandiser

Semantic Modelling Specialist

Customer Experience Specialist, Sales (Full Time) - Cambridge

QC Stock Controller

Junior Developer (Fixed Term) Internal Candidates Only

Analyst

EHS Specialist

Research Associate

Customer Support Coordinator

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