Customer Service Specialist

Are you an experienced customer service professional looking to take the next step in your career? We are seeking a proactive and customer-focused Customer Service Specialist to lead a small, dedicated team and help deliver an outstanding service experience. This is an excellent opportunity to join a growing business where you'll play a key role in supporting daily operations, improving customer satisfaction, and ensuring the smooth running of the customer service function. You'll be responsible for leading by example, managing priorities, resolving escalated customer issues, and working closely with internal departments to ensure an efficient and seamless service. Our client is based in a beautiful rural location, so applicants must have their own transport. This is a full-time, office-based role working Monday to Friday, 08:00 – 17:00, with a one-hour lunch break. Key Responsibilities of Customer Service Specialist • Lead, support and motivate a small team of Customer Service Advisors. • Ensure all customer orders are processed and released to the warehouse for same-day dispatch. • Monitor courier performance and report delivery issues to the Operations team. • Manage customer service tickets, ensuring repairs and service requests are progressed within agreed timescales. • Track back orders and expected delivery dates, keeping customers informed where required. • Maintain regular communication with the Sales and Marketing teams regarding operational updates and service changes. • Produce weekly operational and performance reports. • Handle complex customer enquiries and escalations, ensuring timely and satisfactory resolutions. • Identify opportunities to improve processes and enhance the overall customer experience. About You To be successful in this role, you'll have: • Previous experience in a customer service supervisory, team leader or management position or with the drive and ability to develop into a Team Leader. • Excellent communication skills with the confidence to manage customer escalations professionally. • Ability to coach, mentor and develop team members to achieve high performance. • Strong organisational skills with the ability to manage competing priorities effectively. • A proactive approach to problem solving and continuous improvement. • A genuine passion for delivering exceptional customer service. • Experience using CRM or customer service management systems. • The ability to interpret service data and use performance metrics to drive improvements. • Good IT skills, including Microsoft Office, particularly Excel, Word and Outlook. • The flexibility to adapt to changing business needs and priorities. Only suitable candidates will be directly contacted about this position, and we will not store or process the data of candidates in any way unless consent has been obtained.