Senior Customer Service Specialist

HIGH PROFILE RESOURCING LIMITED; Plymouth; On-site; GBP 26,000 - 30,000; Full time

Job summary

A leading company is seeking Customer Service Specialists to enhance customer outcomes through effective problem-solving and support. This role offers autonomy and responsibility, ideal for individuals with proven experience in call centres or customer service environments. You will engage with vulnerable customers, support team onboarding, and utilize your expertise to improve service levels.

Benefits

Comprehensive onboarding program

Opportunities for career progression

Access to training and development

Recognition for operational excellence

Qualifications

• Strong foundation in customer service roles, especially in regulated or high-volume sectors.
• Ability to handle technical or emotional queries effectively.
• Comfortable using multiple platforms for issue resolution.

Responsibilities

• Resolve complex customer queries requiring time and judgement.
• Support onboarding of new team members through coaching.
• Monitor shared inboxes and support digital channels.

Skills

Customer service experience

Problem-solving

Communication

Technical proficiency

Emotional intelligence

Job description

Customer Service Specialists

Location: Multiple Sites UK locations

Salary: £26,500-29,500 + benefits + overtime + career development

Step into a role where you bring experience and gain influence.

As a Customer Service Specialist, you'll go beyond the day-to-day to help guide, shape, and elevate customer outcomes. This role suits individuals who have already proven themselves in call centre or customer service environments and are ready for more autonomy and responsibility.

What You'll Do

• Resolve customer queries that require more time, judgement or investigation
• Work with vulnerable or high-priority customers and deliver a calm, informed response
• Liaise with internal stakeholders to coordinate accurate, cross-functional responses
• Support onboarding of new team members through support, shadowing, and feedback
• Review case histories or trends and share insights to improve team service levels
• Use your knowledge of systems and processes to enhance both speed and accuracy across the team
• Monitor shared inboxes and support digital channels as needed (e.g., email, webforms, chat tools)
  
  

What Youll Bring

• A strong foundation in customer service roles, particularly in regulated or high-volume sectors in a call centre, contact centre or customer service organisation
• Ability to remain clear-headed and structured when faced with technical or emotional queries
• Comfort with using multiple platforms (e.g. CRM, order tracking, account systems) to diagnose and solve issues
• A helpful and knowledgeable approach with colleagues, offering informal coaching and peer support
• Personal accountability for quality, timing and customer follow-through
  
  

What Youll Gain

• Entry into a structured capability-based progression model
• Opportunities to lead on knowledge sharing, process improvement or mentoring programmes
• A comprehensive six week onboarding programme with dedicated support
• Access to broader development through specialist or senior-level training
• Exposure to team quality processes, root cause analysis and performance forums
• Recognition for stepping up and supporting operational excellence
  
  

To explore your future please email your CV