We’re looking for a proactive and customer-focused Customer Service Specialist to join our team. In this role, you’ll provide technical support, handle escalations, improve processes, and help ensure excellent customer outcomes. You’ll play a key part in supporting colleagues, maintaining service standards, and driving continuous improvement across the customer service operation.
What you’ll be doing
-
Resolving customer service escalations, issues, and referrals efficiently
-
Supporting colleagues with technical guidance and process queries
-
Producing reports, insights, and recommendations to improve performance
-
Identifying opportunities to enhance customer journeys and service delivery
-
Supporting risk, compliance, and control processes across the team
-
Delivering coaching and training to promote consistent knowledge and quality
What we’re looking for
-
Strong communication and influencing skills
-
A proactive, flexible approach with a focus on continuous improvement
-
Experience analysing customer journeys and using feedback to drive change
-
Ability to manage priorities, solve problems, and make sound decisions under pressure
-
A self-motivated approach with the ability to work independently
-
Good understanding of regulatory requirements, customer outcomes, and operational risk
OneFamily are an award-winning financial services company, providing products and services that help modern families thrive.
We believe that finance isn’t just personal. Every decision you make affects the people you care about most. That’s why we believe in creating products for modern families: the dual parents, the divorced, the single parents, the live-in grandma and the mate that your kid calls ‘Uncle’ - whatever family means to you.
HR: [email protected]
Head Office Phone: 0800 373010
Head Office: 16-17 West St, Brighton BN1 2RL
