Customer Service Specialist

Instant Impact; Norwich; Hybrid; GBP 28,000 - 30,000; Full time

Benefits offered by this job

Hybrid working

25 days holiday

Statutory pension

Small collaborative team

Job summary

FlexiTog is hiring a Customer Experience Specialist to join the Commercial team in Norwich. The role is hybrid, based in Norwich, with a focus on improving the customer journey through data-driven insights and proactive engagement.

You will analyze feedback, resolve issues, and identify opportunities to retain customers and drive sales. Strong communication and CRM proficiency are essential, with multilingual skills a plus.

Qualifications

• Experience in customer service, customer experience or sales.
• Confident while engaging in commercial conversations with customers.
• Comfortable with customer data, feedback and service metrics.
• Experience using CRM systems.
• Strong communication, problem-solving and analytical skills.
• Additional language skills are a plus.

Responsibilities

• Analyse customer feedback, NPS, CSAT and complaints to identify trends and areas for improvement.
• Resolve customer issues and support effective complaint handling.
• Make outbound calls to existing and prospective customers to support retention, re-engagement and sales.
• Identify upsell and cross-sell opportunities.
• Monitor service performance and help improve customer journeys and processes.
• Accurately record customer interactions and outcomes in CRM systems.

Skills

Customer service experience

Confident communication

Data-driven

CRM systems experience

Analytical thinking

Tools

CRM software

Job description

Customer Service Specialist

Department: Client Role

Employment Type: Full Time

Location: Norwich, UK

Reporting To: Head of Customer Experience

Compensation: £28,000 - £30,000 / year

Description

We are hiring a Customer Experience Specialist to join the Commercial team at FlexiTog. It is a hybrid role based in Norwich.

At FlexiTog, it’s all about helping people perform at their best in some of the toughest working environments. The business specialises in insulated workwear and PPE and operates across the UK, Netherlands and Germany. This role sits at the heart of the customer journey, combining customer insight, issue resolution, service improvement and outbound engagement.

This is a hands-on role for someone who enjoys solving customer problems, understands the commercial value of a great customer experience and can turn data into action.

Key Responsibilities

• Analyse customer feedback, NPS, CSAT and complaints to identify trends and areas for improvement.
• Resolve customer issues and support effective complaint handling.
• Make outbound calls to existing and prospective customers to support retention, re-engagement and sales.
• Identify appropriate upsell and cross-sell opportunities.
• Monitor service performance and help improve customer journeys and processes.
• Accurately record customer interactions and outcomes in CRM systems.

Skills, Knowledge and Expertise

• Experience in customer service, customer experience, sales or a similar customer-facing role.
• Confident speaking with customers, including handling commercial conversations.
• Comfortable working with customer data, feedback and service metrics.
• Experience using CRM systems.
• Strong communication, problem-solving and analytical skills.
• An additional language is a big plus, but not essential.

Benefits

• Competitive salary
• 25 days’ holiday
• Statutory pension
• The flexibility of hybrid working
• Opportunity to join a small, collaborative Customer Experience team
• A varied role combining customer engagement, insight and service improvement

Instant Impact is managing the recruitment process for this role on behalf of FlexiTog.