Customer Care Specialist in Redditch)

Cast UK Limited; Redditch; Hybrid; GBP 23,000 - 29,000; Full time

Job summary

Cast UK Limited in Redditch, Worcestershire, is hiring a Customer Care Specialist to be the first point of contact for customers and ensure end-to-end service across the journey.

This hybrid role (3 days in office, 2 days remote) runs Monday–Friday 9am–5pm, offering £26,000 base salary plus a 15% performance bonus.

You'll manage inquiries, quotations, orders, and escalate issues with SAP and Salesforce, contributing to customer satisfaction and operational excellence.

Qualifications

• Experience in customer service or order management in a fast-paced environment.
• Ability to handle service requests, quotations and orders.
• Experience with SAP or Salesforce CRM.
• Excellent communication and customer-focused approach.
• Strong attention to detail and multitasking.

Responsibilities

• Handle multi-channel customer enquiries by phone or email promptly and professionally.
• Process quotations and orders accurately throughout the lifecycle.
• Coordinate order fulfilment and communicate delivery updates.
• Collaborate with technical support to resolve complex issues.
• Record feedback and support continuous improvement.
• Manage escalations to ensure timely resolutions.
• Maintain CRM records in SAP and Salesforce.
• Support performance metrics and customer satisfaction tracking.

Skills

Customer service

Order management

CRM software

Communication skills

Attention to detail

Problem solving

Team collaboration

Time management

Tools

SAP

Salesforce

Job description

Customer Care Specialist

Redditch, Worcestershire

£26,000 + 15% performance related bonus

Hybrid - 3 Days in office with 2 days remote

Cast UK is supporting an industry-leading global organisation in their recruitment of a Customer Care Specialist to join its high performing customer service team. Joining an established and experienced team, you'll be acting as the first point of contact for customers and ensuring seamless service delivery across the full customer journey from initial enquiry through to resolution. You'll play a key role in maintaining customer satisfaction, supporting operational excellence, and strengthening long-term relationships. The role is Monday to Friday, 9am - 5pm. The working pattern is hybrid, with 2 x days WFH.

Key Responsibilities

• Manage multi-channel customer enquiries phone or email ensuring all requests are handled promptly and professionally.


• Process quotations and customer orders, ensuring accuracy and efficiency throughout the lifecycle.


• Monitor & co-ordinate order fulfilment, proactively communicating updates and managing delivery expectations.


• Collaborate with the technical support team and subject matter experts to resolve complex customer issues.


• Record customer feedback and report non-conformances, supporting continuous improvement initiatives.


• Manage escalations effectively, ensuring timely resolution and customer satisfaction.


• Maintain accurate records within CRM's (SAP and Salesforce) and case management systems.


• Support service excellence by contributing to performance metrics and customer satisfaction tracking.

Experience & Skills Required

• Previous experience in a customer service, customer care, or order management role within a fast-paced environment.


• Strong background in handling service requests, quotations, and order processing.


• Experience using CRM systems such as SAP, Salesforce, or similar platforms.


• Excellent communication and interpersonal skills with a customer first approach.


• High attention to detail with the ability to manage multiple priorities.


• Strong problem solving skills and the ability to work collaboratively across teams.


• Proactive, organised, and adaptable with a positive and solutions focused mindset.


• Ability to problem solve under time pressure with a logical outlook.