Customer Care Specialist (Full time)

Bensons for Beds; Burnley; On-site; GBP 23,000 - 29,000; Full time

Benefits offered by this job

Generous colleague discount on Bensons

Medicash healthcare cashback

Unum Income Protection

Company pension

Discounted gym membership

Cycle to Work scheme

Holiday Buy & Sell scheme

Enhanced maternity and adoption leave

Retail Trust wellbeing support

Ongoing learning & development

Career progression opportunities

Free on-site parking

Recognition and rewards

Job summary

Bensons for Beds in Burnley is seeking a Customer Care Specialist to join our team. You will be the voice of our brand, handling enquiries and complaints across phone, email and live chat, with ownership from start to finish.

We provide full training and a supportive environment where you can develop strong problem solving, empathy and professional communication while delivering a best-in-class customer experience every day.

Qualifications

• Previous customer service experience in contact centre, retail, hospitality, or similar.
• Experience handling customer complaints or challenging conversations.
• Excellent communication skills with the ability to remain calm and professional under pressure.
• Basic IT skills including experience using Microsoft Outlook, Excel, and other Microsoft applications.

Responsibilities

• Handle customer enquiries and complaints via phone, email, and live chat.
• Take ownership of customer cases from start to finish.
• Investigate customer issues and work with internal departments to identify solutions.
• Provide clear, professional, and empathetic communication throughout the customer journey.
• Resolve customer concerns at the first opportunity wherever possible.
• Work towards service levels and performance targets while maintaining excellent quality standards.
• Build positive relationships with customers and colleagues across the business.
• Deliver a best-in-class customer experience in every interaction.

Skills

Customer service

Communication

Problem solving

Empathy

Resilience

Time management

Calm under pressure

Multitasking

Tools

Microsoft Outlook

Excel

Job description

Customer Care Specialist

Burnley, Lancashire | Full Time | Salary - £26,110 |

At Bensons for Beds, we believe great customer service doesn't end when a purchase is made. That's why we're looking for passionate, customer-focused problem solvers to join our Customer Care team in Burnley.

If you enjoy helping people, finding solutions, and turning challenging situations into positive outcomes, we'd love to hear from you.

The Role

As a Customer Care Specialist, you'll be the voice of Bensons for Beds, supporting customers through a variety of enquiries and complaints across multiple channels, including phone, email, and live chat.

Every day brings something different. You'll take ownership of customer cases, investigate issues, work closely with teams across the business, and find the best possible resolution. Whether it's resolving a delivery query, handling a complaint, or providing reassurance and support, you'll play a key role in creating a positive customer experience.

We're looking for people who can listen, empathise, and confidently solve problems while maintaining a calm, professional, and customer-first approach.

Full training will be provided, giving you everything you need to succeed and grow within the role.

What You'll Be Doing

• Handling customer enquiries and complaints via phone, email, and live chat.
• Taking ownership of customer cases from start to finish.
• Investigating customer issues and working with internal departments to identify solutions.
• Providing clear, professional, and empathetic communication throughout the customer journey.
• Resolving customer concerns at the first opportunity wherever possible.
• Working towards service levels and performance targets while maintaining excellent quality standards.
• Building positive relationships with customers and colleagues across the business.
• Delivering a best-in-class customer experience in every interaction.

What We're Looking For

• Previous customer service experience, whether that's within a contact centre, retail, hospitality, care, or another customer-facing environment.
• Experience handling customer complaints or challenging conversations.
• Excellent communication skills with the ability to remain calm and professional under pressure.
• Strong problem-solving skills and the confidence to make decisions.
• A genuine passion for helping people and delivering great customer outcomes.
• A positive, resilient, and adaptable approach to work.
• The ability to manage a busy workload and work efficiently in a fast-paced environment.
• Basic IT skills, including experience using Microsoft Outlook, Excel, and other Microsoft applications.

Why Join Bensons for Beds?

At Bensons, you'll be joining a supportive team where your contribution is valued and recognised. We invest in our people and provide opportunities to develop, progress, and build a rewarding career.

Our Benefits Include:

Generous colleague discount on Bensons for Beds products

Medicash healthcare cashback scheme, including dental, optical, virtual GP services and more

Unum Income Protection for added peace of mind

Company pension scheme

Discounted gym membership

Cycle to Work scheme

Holiday Buy & Sell scheme

Enhanced maternity and adoption leave

Access to Retail Trust wellbeing, financial and mental health support services

Ongoing learning and development opportunities

Career progression and internal promotion opportunities

Free on-site parking

Recognition and reward programmes

Join Our Team

If you're passionate about delivering outstanding customer service, enjoy solving problems, and want to be part of a friendly and supportive team, we'd love to hear from you.