Customer Service Specialist

Location: Hybrid (2 days per week in Hatfield)

At Geobear, we’re building something incredible. Established over forty years ago, Geobear is a fast-growing ground engineering contractor working across various market sectors including residential, commercial, and critical infrastructure.

We prioritise our values and provide a place where you can be yourself and thrive. Geobear offers genuine opportunities for development, professional growth, and a remarkable career. Driven by our core SPIRE values (Safety, Partnership, Integrity, Respect, Excellence), we solve complex structural problems beneath the surface, saving asset owners time, disruption, and carbon.

Geobear leads the industry with sustainable and efficient ground stabilisation solutions. Our advanced resin injection technology is a non-disruptive, faster, and more reliable alternative to traditional methods.

• Sustainivity:
  Our eco-friendly solutions significantly reduce carbon footprints compared to traditional concrete underpinning, directly addressing ground stabilisation issues worsened by climate change.
• Efficiency:
  We deliver projects swiftly with minimal disruption, ideal for homeowners, businesses, and infrastructure operators needing rapid turnaround times.
• Innovation:
  Continuous innovation ensures state-of-the- art, highly effective, and sustainable engineering solutions.
• Culture:
  We foster a supportive, dynamic, and inclusive culture where every team member can excel and make a direct impact.

As a Customer Service Specialist at Geobear, you will drive the initial customer experience and keep our operations running smoothly. You will serve as a calm, empathetic, and reliable point of contact for homeowners, business partners, and insurers dealing with stressful property issues - taking full ownership of their journey from initial enquiry through to resolution.

This role is designed as a high-potential launchpad for a long-term career  mastering high-volume customer communications, qualifying sales opportunities, and developing deep product knowledge, high performers have a clear career progression pathway into a Residential Area Manager role within 3 to 5 years.

• Accurately record B2B and B2C enquiries from phone calls, emails, webforms, and messaging channels into Salesforce.
• Qualify inbound sales opportunities effectively and schedule site visit appointments for the sales team.
• Manage prospective client communications via Whats App and online portals, ensuring swift response times.

• Own customer interactions end-to-end for residential, commercial, and insurance clients, providing clear, plain-talking updates.
• Remain calm and supportive under pressure, helping worried homeowners navigate ground subsidence issues with confidence and empathy.
• Adapt communication style to deliver a premium, seamless experience across both residential B2C customers and professional B2B partners.

• Execute project-related administration with high attention to detail, including insurance claims processing and complaint management.
• Identify and elevate service delivery gaps promptly to maintain high quality standards across customer touch points.
• Approach ad-hoc administrative and operational tasks with flexibility and a positive, "can-do" mindset.

• Respond to client Whats App messages within 1 hour.
• Book required site visits accurately and efficiently.
• Communicate with customers via email within 24 hours of receipt.
• Maintain an inbound call abandonment rate of under 10%.
• Achieve a 90% call compliance rate.
• Complete all customer call-backs on the day they are received.
• Collaborate…