Customer Service Specialist

EMR Group; Warrington; Hybrid; GBP 23,000 - 28,000; Full time

Job summary

EMR Group in Warrington is seeking a Customer Service Specialist to be the first point of contact for inbound calls and emails. You will promote our brand, handle inquiries, and support customers with a friendly, professional approach.

You will use Microsoft Office/Excel and CRM systems to manage records, resolve issues promptly, and contribute to a high standard of service in a fast-paced environment.

Qualifications

• Great communication and problem-solving abilities.
• Ability to use Microsoft Office and Excel.
• Familiarity with CRM systems and enter data accurately.
• Reliable and detail-oriented with a customer-first mindset.

Responsibilities

• Handle inbound customer calls and emails as first-line contact.
• Build and maintain customer relationships; listen and deliver on promises.
• Investigate and resolve customer challenges promptly.
• Collaborate with other departments to find solutions for customers.

Skills

Communication skills

Problem solving

Attention to detail

Active listening

Team player

Adaptability

Reliability

Tools

Microsoft Office

Excel

CRM systems

Job description

About Our Opportunity:

Do you want to be part of a team that really values your dedication to our business and our customers? Do you have excellent communication skills and a knack for problem-solving? Do you thrive in fast paced environment where no two days are the same? We’re seeking Customer Service Specialists, who are ready to deliver outstanding service to our customers.

We’re looking for people who really care – those with a real passion for delivering amazing customer service and are always prepared to do what it takes to get the job done. The primary responsibility of the Customer Service Specialist is to be the first line contact for inbound customer calls and emails, dealing with a variety of enquiries. You’ll act as an ambassador for our company, promoting our brand and values, and driving customer loyalty.

What You Will Be Doing:

• These key responsibilities reflect the core areas of focus for the role, and demonstrate the role's impact on the company's success;
• Customer engagement; You’ll be the first line contact for inbound customer calls and emails, dealing with a variety of enquiries. That means you’ll need to be happy to talk to customers on the ‘phone, for most of your day.
• Customer relationships; over the years, we’ve developed strong, loyal relationships with our customers – so we’d love you to keep that front and centre of your service delivery. That means making sure we actively listen to our customers and deliver on our promises.
• Problem Solving; you’ll be getting into the detail, investigating and resolving customer challenges promptly and efficiently.
• Collaboration; working closely with other departments where needed, to find solutions for our customers, making sure we share feedback when it’s needed
• Communication; the ability to flex your communication style whilst always maintaining a friendly and professional tone. We want to make sure we’re always providing clear and concise information to our customers.
• Documentation - making it a priority to maintain accurate and detailed customer records, capturing the important detail and being clear about follow up.
• Sales through service - as a keen learner and skill builder, you may the opportunity to get involved in some outbound calling too – speaking to our existing customers and helping them to understand EMR (and the services we offer) better.
• Have fun in your role and encourage others to do the same.
• Ensure the 3 pillars of EMR are front of mind in everything you do; People, Profit and Planet.

About you:

• A willingness to learn; this is the one non-negotiable! You’ll need to be open to delving into the depths of our business to understand who we are and why we do what we do.
• You’ll need to be prepared to be really hands on during the onboarding process – our induction framework is one like no other – it’s fun, it’s varied, it’s fast - and it’ll be critical to supporting your skill development.
• Competence on IT systems; think of things like Microsoft office, excel and generic CRM systems. You’ll need to have the ability to pick up new systems pretty quickly.
• A great attention to detail; the little things matter, so it’s important you’re in the detail, where you need to be.
• A skilled listener and confident conversationalist; wrapped in the skill to deliver a professional, friendly service.
• A team player; because teamwork makes the dream work! You’ll need to be willing to get involved, help your colleagues out where needed and most of all, always want to do the right thing for our customers.
• Adaptability; we work in a fast paced, ever-changing environment, where no two days are the same!
• Reliability – you’ll need to want to work hard, be determined and resilient - and you’re not afraid of a little bit of grit!