Customer Service Specialist - Onboarding & Support

The Collect Group; Newcastle upon Tyne; On-site; GBP 17,000 - 23,000; Full time

Job summary

The Collect Group is seeking a Customer Service Adviser to join our team in Newcastle upon Tyne. You will handle onboarding, parcel tracking support, and claims/returns, while collaborating with couriers, drivers, and the team to improve processes.

We value an organised, confident communicator with a reliable, professional approach to problem solving in a fast-paced environment. Full-time permanent role with standard company training and support.

Qualifications

• Excellent organisational skills with a detail-oriented approach.
• Confident, polite, and professional written and telephone manner.
• Ability to handle objections and resolve client complaints effectively.

Responsibilities

• Answer client queries via online ticket system.
• Use bespoke software to manage claims and returns.
• Answer inbound calls and liaise with couriers.
• Work with drivers to address operational needs.
• Monitor social media and address emails.
• Onboard new clients and support retention.
• Identify training gaps and improve knowledge of services.

Skills

Organisational skills

Attention to detail

Professional written English

Strong communication

Objection handling

Job description

The Collect Group is seeking a Customer Service Adviser to join our team in Newcastle upon Tyne. You will handle onboarding, parcel tracking support, and claims/returns, while collaborating with couriers, drivers, and the team to improve processes.

We value an organised, confident communicator with a reliable, professional approach to problem solving in a fast-paced environment. Full-time permanent role with standard company training and support.