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The Customer Service Specialist will primarily focus on booking and arranging appointments for clients. It will also involve handling a high volume of calls and emails - ensuring client are kept up to date.

Main Duties

Coordination of volume appointment, including preparation, scheduling and key management, and ensure all related documentation is accurately stored on internal systems.
Schedule and manage appointments using our in-house system. Process bookings, handle minor maintenance, and proactively collaborate across departments to meet performance targets. Contact members and tradespeople to confirm appointments and liaise with Clients as needed.
Making outbound calls to assist with appointment scheduling, rescheduling, and confirmations (not cold-calling or sales-related).
Provide support via phone, live chat, and email, assisting both Clients and Members with enquiries regarding live bookings, appointments and feedback.
Identify and escalate client complaints, technical issues, and other concerns to the appropriate department. Assist in responding to and investigating complaints when required.
Verify that appointment outcomes are accurate before submission to clients

Skills and Knowledge

Two years of continuous service in a client-facing administrative or coordination role, involving data entry, client communication, and time-sensitive tasks.
Experience co-ordinating high volume booking or appointments
Good knowledge and experience using Microsoft Excel – managing and updating spreadsheets
Have a passion for excellent service and build rapport quickly with clients and customers
Excellent written and verbal English
Strong attention to detail
Be self-motivated and able to work independently
Have a positive, can-do attitude
Previous work history in a remote or hybrid role with a home set up

Hours and Salary