Customer Service Specialist

CUSTOMER SERVICE SPECIALIST - LUXURY

An exciting opportunity has arisen for a Customer Service Specialist to join a prestigious luxury brand based in Glasgow. We're looking for a brand ambassador who combines exceptional communication skills, commercial awareness, and a passion for delivering a seamless, luxury-standard customer experience.

Start Date: 21st September 2026

Salary: £26,227 basic salary, with the opportunity to earn up to £30,727 OTE through a performance-based bonus scheme.

• Hourly Rate: £13.45ph
• Performance Bonus: Up to £375 per month based on performance

Working hours: 37.5 hours per week, 5 days per week.

Shift Pattern: Hybrid Working from our Glasgow Office

• Weekdays: Rotating shifts between 08:00 - 18:30
• Weekends:
  
  Shifts:
  
  09:00 - 15.00

Where: Glasgow City Centre Location - Up to 3 weeks office-based then when you have been signed off from training and are deemed competent, there is the option to work on a Hybrid basis.

Attendance: No holiday will be permitted during the training period.

Job Responsibilities:

• Deliver a luxury-standard customer experience across phone, email, and webchat, ensuring every interaction reflects the values and standards of the brand.
• Manage a diverse range of enquiries from consumers, distributors, charities, sponsorship partners, and luxury brand stakeholders with professionalism, warmth, and confidence.
• Respond to customer enquiries, requests, and complaints in a timely, empathetic, and solution-focused manner.
• Resolve customer issues effectively, striving for first-contact resolution while maintaining a calm and composed approach to sensitive or complex situations.
• Provide accurate and detailed information on products, services, experiences, policies, and procedures.
• Process bookings while ensuring all consumer records and booking notes are accurately maintained.
• Identify opportunities to promote and upsell products, services, and experiences based on customer needs, delivering recommendations in an authentic and engaging way.
• Accurately document customer interactions, transactions, feedback, and complaints within CRM and internal systems, producing reports where required.
• Navigate multiple systems simultaneously while maintaining exceptional attention to detail and service quality.
• Escalate complex enquiries or unresolved issues appropriately, ensuring a seamless customer journey and positive outcome.
• Take ownership of personal learning and development, proactively using available knowledge resources to build expertise across products, experiences, and processes.
• Act as a passionate brand ambassador, confidently representing the client and adapting your communication style to meet the needs of a diverse customer base.

Role Requirements:

• Previous experience in customer service, hospitality, retail, sales, or a luxury brand environment.
• Excellent written and verbal communication skills with strong attention to detail.
• Confident building rapport and delivering exceptional customer experiences.
• Ability to identify customer needs and promote products, services, and experiences naturally.
• Strong problem-solving skills with a calm and professional approach to complaints and complex enquiries.
• Experience using CRM systems and managing customer records accurately.
• Highly organised with the ability to multitask and navigate multiple systems simultaneously.
• Self-motivated, adaptable, and committed to continuous learning and development.
• Resilient and able to perform effectively in a fast-paced environment.
• Passionate about representing a premium brand and delivering a luxury-standard service.

Benefits:

• Comprehensive training with experienced trainers
• Life assurance – 1x basic salary coverage
• Health Cash Plan – claim back everyday healthcare costs
• ‘Perks at Work’ – discounts from Apple, M&S, Expedia, and more
• Colleague Recognition Scheme – become a Huntswood Hero!
• Regular engagement activities with additional incentives
• Access to an online Well-being Centre
• Free fruit, tea, coffee & hot chocolate on site
• Discounted premium city centre parking
• Refer a Friend Scheme – earn £1,000 per referral
• Mentorship program to support career growth

Why Join Huntswood?

At Huntswood, our people are at the heart of…