Customer Care Lead – Ownership, Coaching & Solutions (Mon-Fri)

Rhodium Consulting; Bexhill-on-Sea; On-site; GBP 21,000 - 29,000; Full time

Benefits offered by this job

Annual bonus scheme

20 days holidays + bank holidays

Christmas period off

Job summary

Rhodium Consulting is seeking a Customer Care Specialist to join our fast-growing online electrical wholesale business in Bexhill-on-Sea. You will own customer queries and complaints, resolve issues, and coach the existing team to raise service standards.

The role is office-based, Monday to Friday 8am-5pm, with negotiable early/late hours. We offer a negotiable salary based on experience and an annual bonus scheme, along with a 20-day holiday allowance plus bank holidays and the Christmas period

Qualifications

• Proven experience in customer service or care roles.
• Confidently handle customer complaints and resolve issues efficiently.
• Strong communication and interpersonal skills for building customer relationships.
• Excellent decision-making with ownership and practical solutions.

Responsibilities

• Handle customer enquiries about orders, deliveries, missing items, damaged goods, and service issues with prompt, professional responses.
• Own customer complaints with empathy and solutions-focused mindset, even in challenging conversations.
• Use judgment to arrange replacements, goodwill gestures, or discounts balancing customer needs and business.
• Coach and support existing CS team, sharing best practices and handling difficult conversations.
• Act as link between customer service, purchasing and other internal departments.
• Represent the business positively in every interaction to protect relationships and encourage loyalty.
• Identify recurring issues and opportunities to improve processes.

Skills

Customer service

Complaint handling

Communication

Decision making

Job description

Rhodium Consulting is seeking a Customer Care Specialist to join our fast-growing online electrical wholesale business in Bexhill-on-Sea. You will own customer queries and complaints, resolve issues, and coach the existing team to raise service standards.

The role is office-based, Monday to Friday 8am-5pm, with negotiable early/late hours. We offer a negotiable salary based on experience and an annual bonus scheme, along with a 20-day holiday allowance plus bank holidays and the Christmas period