Customer Service Specialist

The Customer Service Specialist will primarily focus on managing unassigned appointments. It will also involve handling a high volume of incoming emails - ensuring they are fully worked where possible or allocated as needed. Additionally, the role includes dealing with Client complaints and managing challenging situations, ensuring a high service standard and issues are resolved quickly and professionally.

Main Duties

• Manage the Operation Team's “Unassigned” mailbox, processing incoming work and allocating it efficiently across the team as required.
• Monitor and respond to incoming email and Live Chat queries as needed, providing accurate and timely support.
• Investigate and respond to complaints via email and phone, liaising with Clients and internal teams as needed.
• Accurately maintain and update the complaints log in line with internal procedures.
• Ensure that all work complies with relevant legislation, including GDPR, Equality Act 2010, and guidance on self-employment status.
• Raise tech issues and suggest improvements to systems, processes, or services where appropriate.
• Carry out ad-hoc tasks for the Escalation Manager, Heads of Department and others

Skills and Knowledge

• Two years of continuous service in Customer Service (in a non-retail environment), Complaint Handling, or a similar client-facing role.
• Ability to handle large volumes of incoming emails and correspondence
• Excellent written and verbal English
• Be self-motivated and able to work independently
• Have a positive, can-do attitude
• Have a passion for excellent customer service
• Excellent attention to detail
• Previous work history in a remote or hybrid role with a home set up

Hours and Salary

• £28500 per annum, £13.70 per hour
• 9.00am - 6.00pm Monday to Friday
• 1-hour lunch
• Pension