Customer Care Specialist

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

Vacancy Ref: EM0535 Role: Customer Care Specialist Industry: Electrical Wholesale Location: Bexhill-on-Sea

Overview:

We are looking for an experienced Customer Care Specialist to join a fast-growing online electrical wholesale business.

You will take ownership of customer queries and complaints, confidently resolve issues and deliver an exceptional customer experience. Alongside managing day-to-day enquiries, you will support and coach the existing team, helping to improve service standards and ensure customer satisfaction as the business continues to grow.

This is an office based role, Monday to Friday 8am - 5pm (although an earlier start/finish could be negotiated, i.e. 7:30am - 4:30pm)

What is on offer?

• Negotiable salary (dependant on experience)
• Annual Bonus scheme
• Holiday Scheme - 20 days + bank holidays (plus the Christmas period off in full)
• No weekend hours

Responsibilities:

• Handle a range of customer enquiries relating to orders, deliveries, missing items, incorrect products, damaged goods and general service issues, ensuring each customer receives a prompt, professional and helpful response.
• Take ownership of customer complaints, remaining calm, empathetic and solutions-focused, even when dealing with challenging conversations or situations where the customer may not necessarily be right.
• Use your judgement and initiative to make appropriate decisions to resolve issues, whether arranging replacements, offering goodwill gestures or discount codes, or agreeing practical solutions that balance customer satisfaction with the needs of the business.
• Support and coach the existing customer service team, sharing knowledge, providing guidance on handling difficult conversations and promoting best practice in customer communication and complaint resolution.
• Act as a key link between customer service, purchasing and other internal departments.
• Represent the business positively in every customer interaction, building trust, protecting customer relationships and contributing to repeat business and long-term loyalty.
• Identify recurring customer issues, service gaps and opportunities to improve processes.

Experience / Skills:

• Proven experience in a customer service or customer care role, ideally within a fast-paced environment.
• Confident handling customer complaints and resolving issues professionally and efficiently.
• Strong communication and interpersonal skills, with the ability to build positive customer relationships.
• Excellent decision-making skills, with the confidence to take ownership and find practical solutions.