Customer Aftercare Specialist

Okarno Ltd; Nottingham; On-site; GBP 24,000 - 28,000; Full time

Job summary

Okarno Ltd in Nottinghamshire is seeking a Customer Aftercare Specialist to join our Customer Experience team. You’ll investigate issues, keep customers informed and drive resolution for damaged deliveries, product quality concerns, or service issues.

You'll work with departments across the business, receive training, and contribute to continuous improvement and customer-first service. This role is office-based in Ruddington with a Monday–Friday 9am–5pm schedule.

Qualifications

• Experience in customer service, experience handling complaints and aftercare.
• Proven ability to stay calm under pressure and own issues through to resolution.
• Confident communicator who builds relationships and collaborates cross-functionally.

Responsibilities

• Manage customer complaints from initial enquiry to resolution, with regular updates to customers.
• Investigate service, product quality and delivery issues with Operations, Sales, Customer Service and Technical teams.
• Maintain accurate records in complaints management systems and ensure timely resolution.
• Identify recurring trends, share insights, and support continuous improvement initiatives.
• Support monthly reporting and customer review meetings to drive customer satisfaction.

Skills

Customer service

Complaint handling

Problem solving

Relationship building

Record keeping

Tools

CRM systems

Job description

Customer Aftercare Specialist | Monday – Friday | 9am – 5pm | Office based in Ruddington

At Okarno, we’re looking for a Customer Aftercare Specialist to join our Customer Experience team and help make sure our customers receive the support they need when things don’t quite go to plan. Whether it’s a damaged delivery, a product quality concern, or a service issue, you’ll be there to investigate, keep customers informed, and drive things through to a positive resolution.

This is a great opportunity for someone who genuinely enjoys helping people, solving problems and building relationships. You’ll work closely with wide range of teams across the business, including Customer Service, Sales, Operations and Technical, giving you plenty of variety and the chance to make a real impact every day. This role has become available following an internal promotion, which is always something we’re proud of. You’ll receive support and training during the handover period and join a team that genuinely values collaboration, continuous improvement and putting customers first.

What we’re looking for:

• Previous experience in customer service, customer experience, aftercare or complaints handling.
• Someone who enjoys finding solutions, stays calm under pressure and takes ownership of issues through to resolution.
• A confident communicator who enjoys building relationships and working with a variety of people across the business.
• Strong organisational skills, with the ability to manage multiple priorities and keep accurate records.
• A proactive and customer-focused approach, always looking for ways to improve the customer experience.

What you’ll be doing:

• Managing customer complaints from initial enquiry through to resolution, ensuring customers are updated every step of the way.
• Investigating service, quality and delivery-related issues while working closely with colleagues across Operations, Sales, Customer Service and Technical teams.
• Maintaining accurate records within our complaints management systems and ensuring issues are resolved in a timely manner.
• Identifying recurring trends, sharing insights with the wider business and supporting continuous improvement initiatives.
• Supporting monthly reporting and customer review meetings, helping us understand performance and improve customer satisfaction.

Are Okarno and Saint-Gobain inclusive employers?

Saint-Gobain is a worldwide leader in light and sustainable construction, following our purpose of 'Making the World a Better Home'. We understand that diverse teams make better decisions, create better ideas and build stronger businesses. Whoever you are, you can expect a warm welcome with us.

And what about flexibility?

At Saint-Gobain, we’re always open to conversations about flexibility. Whilst this role is fully office-based due to the collaborative nature of the work and investigations involved, we’ll always listen to individual circumstances and discuss what may be possible.

If you’re someone who loves solving problems, enjoys helping customers and takes pride in seeing things through to a successful outcome, we’d love to hear from you.