Customer Aftercare Specialist: Resolve Issues & Delight

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

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.