Customer Service Specialist-Maternity Cover
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Duty Pharmacy Manager - Ferndown P/T
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Our Duty Pharmacy Managers are supported by wider store teams, such as security, stock replenishment, range management, and administration to ensure a smooth…
Up to £52,000 a year

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Customer Service Specialist-Maternity Cover

Charles Trent -
Poole

Quick apply

Job details

Full-time
£26,500 - £29,000 a year
6 days ago

Benefits

Company pension
Employee discount
Paid volunteer time

Qualifications

Customer service
Administrative experience
Organisational skills
Communication skills
Mechanical knowledge
Negotiation

Full job description

ROLE- Customer Service Specialist- 12 month contract- Maternity Cover

Purpose

As a Customer Service Specialist, you will be responsible for managing all customer enquiries relating to parts that do not meet expectations, across telephone, email, and marketplace channels. You will take full ownership of cases from initial contact through to resolution, working closely with warehouse and technical teams to deliver a fair, efficient, and customer-focused outcome while identifying trends and opportunities for improvement.

Role Details

Location: Poole Site, BH12

Salary: £26,500 - £29,000 per annum

Working Hours: 37.5 hrs per week

Reporting Line: Customer Service Team Lead

Key Responsibilities

Take full ownership of all product-related returns, including logging, investigating, and agreeing appropriate resolutions
Build and manage relationships with customers, third parties, and internal stakeholders to resolve cases effectively
Identify issues and opportunities within the customer journey and feed back into the wider business
Identify and escalate trends or recurring issues, working closely with Warehouse and Technical teams to drive improvements
Negotiate refund requests and resolutions in line with company guidelines and commercial considerations
Deliver a trusted and professional customer experience, remaining calm and solution-focused in challenging situations
Source suitable replacement parts and complete all associated administration accurately and efficiently
Take ownership of day-to-day operational issues including backorders, shipping issues, and order concerns
Communicate effectively across departments to ensure smooth resolution of cases and clear updates to customers

Experience & Essential Skills

Strong customer focus with experience managing and resolving complex customer issues
Previous experience in a high-volume ecommerce returns or customer service environment
Confident negotiation skills, able to balance customer satisfaction with commercial outcomes
Excellent written and verbal communication skills across multiple channels
Strong organisational and administrative skills with high attention to detail
Ability to manage multiple cases simultaneously and prioritise effectively
Comfortable working across systems such as eBay, CRM or ticketing platforms
Good understanding of vehicle parts or mechanical knowledge is desirable
Highly adaptable with a proactive, solution-focused mindset

Benefits

Staff discounts on vehicle parts and discounted fuel
Health Cash Plan after probation
Critical Illness Cover and Death in Service
Family Day & Community Volunteer Day
Extra holiday after 3 years’ service
Increased pension contributions after 5 years

Quick apply

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