Customer Service Specialist

ZipRecruiter; Northampton; Hybrid; GBP 28,000 - 32,000; Full time

Job summary

A leading company in Northampton seeks a hybrid Customer Service Specialist to manage sensitive customer queries and create positive outcomes. This role combines front-line advocacy with collaborative problem-solving, requiring strong communication skills and a compassionate approach to customer care.

Qualifications

• Prior experience in customer-facing or complaints-handling environments.
• First-class written and verbal communication skills.
• Calm under pressure and sound judgement.

Responsibilities

• Handle escalated and sensitive customer cases with empathy.
• Collaborate with internal teams to resolve complex issues.
• Document cases thoroughly to support service improvement.

Skills

Empathy

Problem Solving

Communication

Tools

CRM tools

Job description

Job Description

Hybrid Customer Service Specialist | Northampton | £28'800 - £32,000 + Benefits

(initially 5 days onsite until completion of probation) following probation 2 days working from home and 3 days office based!

Shifts: 8am-5pm and 10am-7pm | 1 in 4 Saturdays (with a weekday off in lieu)

Are you someone who sees every customer conversation as an opportunity to make a real difference? Do you thrive in fast-paced environments where empathy, clarity, and thoughtful problem-solving are at the core of what you do?

We're looking for a Customer Service Specialist to join a dynamic and passionate team. This is more than a customer service role - it's about becoming the trusted voice behind complex and high-level customer concerns, delivering resolution and reassurance when it matters most.

Customer Service Specialist responsibilities:

You'll be at the forefront of customer advocacy, supporting individuals through some of their most challenging queries - from sensitive financial disputes and ombudsman cases to complex complaint escalations and PR-critical issues.

Your goal? To turn difficult moments into positive outcomes through thoughtful investigation, clear communication, and genuine care.

• Handling escalated and sensitive customer cases with ownership, compassion, and precision.

• Listening carefully to get to the heart of each issue - not just what went wrong, but why it matters.

• Crafting fair, empathetic resolutions that reflect our values and build long-term trust.

• Collaborating with internal teams (legal, logistics, finance) to ensure every angle is covered.

• Representing the business in external conversations with professionalism and integrity.

• Documenting each case thoroughly to support continuous learning and service improvement.

• Identifying recurring themes and helping shape better systems and experiences across the business.
  
  

Customer Service Specialist requirements:

• A natural ability to connect with people and see the human behind every complaint.

• Calm under pressure, especially in emotionally charged situations.

• First-class written and verbal communication - always clear, professional, and personable.

• Sound judgement - you know how to balance what's right for the customer with what's right for the business.

• Prior experience in a customer-facing or complaints-handling environment (retail, hospitality, etc. a bonus).

• Confidence using CRM tools and tech to manage and track case progress.

• A problem-solver's mindset - always looking for better, not just "fixed."

This is not just another customer care team -this is a tight-knit group who genuinely support each other, care deeply about what they do, and take pride in being the calm in the storm when customers need them most.

You'll be joining a fast-growing, customer-first business that empowers its people to own their roles, speak up with ideas, and grow their careers in a supportive, down-to-earth environment.

If you believe customers deserve not just solutions but exceptional experiences - we want to hear from you, Apply today!

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