Customer Specialist - 12-Month FTC

HSB; Manchester; Hybrid; GBP 26,000 - 34,000; Full time

Benefits offered by this job

Annual leave and wellbeing days

Pension contribution 13%

Annual bonus

Private medical & dental

Life assurance

Wellbeing and development scheme

Study and professional development

Hybrid working

Job summary

HSB in Manchester is seeking a Customer Specialist to provide front-line guidance and support to customers, coordinating with Engineer Surveyors and Operations teams to ensure timely, accurate communication throughout the inspection process.

You will triage inbound requests, create and dispatch jobs, maintain reporting standards, and assist with preparation of inspection documentation and appointment notifications in line with company procedures.

Qualifications

• Proven experience in a customer service or business support role, preferably within an inspection or surveying environment.
• Fluency in Microsoft applications and Field Service Applications.

Responsibilities

• As a Customer Specialist, provide front-line guidance and support to customers and coordinate with engineers and operations teams.
• Triages inbound inspection requests, creates and dispatches jobs, and maintains reporting standards.
• Supports preparation and maintenance of inspection documentation and appointment notifications.
• Contributes to continuous service improvement while ensuring compliance with policies and health & safety requirements.

Skills

Customer service

Communication skills

Problem solving

Team player

Tools

Microsoft Office

Field Service Apps

Job description

About the job

Job title: Customer Specialist

Location: Manchester (Hybrid)

Why Join HSB?

We don't just inspect - we protect. At HSB, you'll join a team with a clear purpose, strong values, and a supportive culture where your expertise is respected and your contributions matter. From flexible working to wellbeing support, we invest in you so you can bring your best self to work - every day.

What You'll Be Doing

As a Customer Specialist, you will provide front-line guidance and support to customers, helping to resolve service enquiries efficiently and professionally. Working closely with Engineer Surveyors, Regional Managers and Engineering Operations teams, you'll help coordinate inspection activities and ensure customers receive timely, accurate communication throughout the inspection process.

You will play a key role in triaging inbound inspection requests, creating and dispatching jobs, maintaining reporting standards, and supporting the delivery of inspection documentation and appointment notifications in line with company procedures and contractual obligations.

You'll also contribute to continuous service improvement by proactively identifying issues, escalating service disruptions where appropriate, and supporting the preparation and maintenance of operational reports and documentation. By working collaboratively across departments, you'll help ensure efficient operational workflows while maintaining compliance with company policies and health and safety requirements.

What Makes This Role Special

• Customer connection: Be the front-line contact, helping customers and delivering an excellent service experience
• Meaningful contribution: Support critical inspection activities that help protect people, assets and businesses
• Collaborative environment: Work closely with Engineer Surveyors, Regional Managers and colleagues across the business
• Continuous improvement: Help shape service excellence by identifying opportunities to improve processes and customer outcomes

What You Bring

• Strong interpersonal and communication skills;
• Excellent problem-solving and decision‑making abilities;
• Ability to work independently as well as collaboratively within a team environment;
• Strong organisational skills and attention to detail;
• Proficiency in using digital technologies and operating applications;
• Ability to adapt to changing technologies and industry developments;
• Basic knowledge of inspection and surveying processes;
• A proactive approach to identifying and resolving issues while supporting continuous service improvement.

What You'll Need

• Proven experience in a customer service or business support role, preferably within an inspection or surveying environment;
• Fluency in Microsoft applications and Field Service Applications.

What We Offer

• 25 days Annual Leave + Bank Holidays + Well‑being days;
• Up to 13% Pension contribution;
• Eligibility for an Annual Bonus;
• Private Medical & Dental;
• Life Assurance;
• Wellbeing and Development Scheme + EAP + Health Assessments (subject to scheme eligibility);
• Study & continuing Professional Development Support;
• Hybrid Working.

Diversity, Equity & Inclusion

At HSB, Diversity, Equity, and Inclusion foster innovation and resilience and enable us to act braver and better. Embracing the power of DEI is at the core of who we are. We recognise diversity can be multi‑dimensional, intersectional, and complex, so we want to build a diverse workforce that includes a wide range of racial, ethnic, sexual, and gender identities; economic and geographic backgrounds; physical abilities; ages; life, school, and career experiences; and political, religious, and personal beliefs. Additionally, we are committed to building an equitable and inclusive work environment where this diversity is celebrated, valued, and has equitable opportunities to succeed.

All candidates in consideration for any role can request a reasonable adjustment at any point in our recruitment process. You can request an adjustment by speaking to your Talent Acquisition contact.