Customer Support Specialist

Iceland Foods Ltd.; Wales; Hybrid; GBP 60,000 - 80,000; Full time

Job summary

A leading UK grocery retailer is seeking a Customer Support Specialist to provide full-time support at their Deeside location. This role involves managing customer queries through social media and other channels, ensuring a positive customer experience. Candidates should possess strong communication skills and experience with customer support tools. This position offers some home working flexibility.

Qualifications

• Experience in handling customer queries on social media platforms.
• Ability to communicate effectively with customers and colleagues.
• Familiarity with customer support tools and systems.

Responsibilities

• Handle customer queries on social media and by other means.
• Provide first-line support to in-store teams and external agents.
• Investigate and resolve customer issues efficiently.

Skills

Social media engagement

Customer service

Problem-solving

Communication

Tools

Sprout Social

Salesforce

EPOD

Job description

We are recruiting a Customer Support Specialist to work full time ( some home working). Onsite at Deeside.

You'll handle queries across social media, post, and phone, ensuring prompt and professional responses. You'll use tools like Sprout Social to monitor engagement and support a positive customer experience. These responsibilities include:

• Responding to customer queries received via direct messages on our social media platforms.
• Engaging with and reply to comments on social media posts to maintain a positive and active online presence.
• Handling customer correspondence received by post, ensuring timely and effective resolution.
• Managing incoming calls through the company switchboard, providing accurate information and directing queries appropriately.
• Utilising tools such as Sprout Social to monitor customer engagement, track sentiment, and measure resolution performance.

You'll also work collaboratively with colleagues to provide first-line support to Iceland’s in-store teams and external Customer Care agents, helping maintain a high standard of customer experience through effective communication and problem-solving. This includes:

• Delivering first-line support to Iceland Store teams and Customer Care agents, assisting with system-related queries, delivery issues, and Salesforce case management.
• Investigating and resolve common queries such as late deliveries, missing orders, and promotional issues, using tools like EPOD and Salesforce to ensure accurate and timely outcomes.
• Escalating unresolved or complex issues to relevant departments, ensuring all cases are fully documented and followed through to resolution.
• Managing and resolving disputes related to online payments, ensuring timely and customer-focused outcome