Customer Service Specialist

About The Role

This isn’t your typical customer service role.

Every day, our customers rely on us during some of the most important moments in their lives. They contact us when they need support, guidance, answers, and sometimes when they’re facing difficult or emotional circumstances.

That’s why we’re looking for people who don’t just provide great service — we’re looking for people who can make a genuine difference.

As a Customer Experience Specialist
, you’ll have real responsibility from day one. We don’t use scripts, and we don’t expect you to follow a one-size-fits-all approach. Instead, we’ll trust you to listen, understand each customer’s individual situation, and make decisions that deliver the right outcome.

Some conversations will be straightforward. Others won’t.

You’ll regularly speak with customers who are frustrated, upset, anxious, or facing challenging situations. You’ll need the resilience to handle difficult conversations with empathy and professionalism, the confidence to challenge when appropriate, and the courage to deliver decisions that customers may not always want to hear.

This is a role for someone who can remain calm under pressure, build trust quickly, and balance customer needs with business requirements.

You understand that not every conversation will be easy. You can absorb pressure, navigate emotionally charged situations, recover quickly from difficult calls, and bring the same energy and professionalism to the next customer.

Change doesn’t faze you. You embrace new ways of working, learn quickly, and thrive in an environment where priorities, processes, and customer needs continually evolve.

You can influence conversations, manage expectations, handle objections, and explain difficult decisions clearly and respectfully. You understand that delivering excellent customer service doesn’t always mean saying “yes”.

You listen carefully, ask the right questions, and build rapport naturally. You can simplify complex information and tailor your approach to different customers and situations.

You take ownership of every interaction and see challenges as opportunities to make a positive impact. You care about delivering great outcomes and continuously improving your performance.

• Previous experience in a customer service or customer-facing role.
• Strong communication and relationship-building skills.
• The ability to handle challenging conversations with empathy and professionalism.
• Confidence managing objections and customer expectations.
• Resilience, emotional intelligence, and sound judgement.
• A genuine desire to help people and make a difference.

In return, we’ll invest in your development and give you the opportunity to build a rewarding career with us.

• Salary of £34,376
• Continued Professional Development Programme
• Hybrid working – with up to 50% home working
• 38‑hour working week
• Shift pattern between 8:30am and 6:15pm Monday to Friday
• 1 in 4 Saturdays, 9:00am – 1:00pm
• Free onsite parking
• Complimentary barista‑made coffee from our onsite café
• Subsidised restaurant
• Free fruit and healthy daily snacks