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Hybrid Customer Service Specialist | Northampton | £28'000 - £30,000 + Benefits

(initially 5 days onsite until completion of probation) following probation 2 days working from home and 3 days office based!

Shifts: 8am-5pm and 10am-7pm | 1 in 4 Saturdays (with a weekday off in lieu)

Are you someone who sees every customer conversation as an opportunity to make a real difference? Do you thrive in fast-paced environments where empathy, clarity, and thoughtful problem-solving are at the core of what you do?

We're looking for a Customer Service Specialist to join a dynamic and passionate team. This is more than a customer service role - it's about becoming the trusted voice behind complex and high-level customer concerns, delivering resolution and reassurance when it matters most.

Customer Service Specialist Responsibilities

You'll be at the forefront of customer advocacy, supporting individuals through some of their most challenging queries - from sensitive financial disputes and ombudsman cases to complex complaint escalations and PR-critical issues.

Your goal? To turn difficult moments into positive outcomes through thoughtful investigation, clear communication, and genuine care.

• Handling escalated and sensitive customer cases with ownership, compassion, and precision.
• Listening carefully to get to the heart of each issue - not just what went wrong, but why it matters.
• Crafting fair, empathetic resolutions that reflect our values and build long-term trust.
• Collaborating with internal teams (legal, logistics, finance) to ensure every angle is covered.
• Representing the business in external conversations with professionalism and integrity.
• Documenting each case thoroughly to support continuous learning and service improvement.
• Identifying recurring themes and helping shape better systems and experiences across the business.
  
  

• A natural ability to connect with people and see the human behind every complaint.
• Calm under pressure, especially in emotionally charged situations.
• First-class written and verbal communication - always clear, professional, and personable.
• Sound judgement - you know how to balance what's right for the customer with what's right for the business.
• Prior experience in a customer-facing or complaints-handling environment (retail, hospitality, etc. a bonus).
• Confidence using CRM tools and tech to manage and track case progress.
• A problem-solver's mindset - always looking for better, not just 'fixed.'
  
  

Seniority level

• Seniority level

  Entry level

Employment type

• Employment type

  Full-time

Job function

• Job function

  Customer Service

• Industries

  Administrative and Support Services

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