<dt class="rm-fieldTitle">Description</dt><dd class="rm-fieldData"><p data-start="170" data-end="380"><strong data-start="170" data-end="211">Hybrid Customer Service Specialist | Northampton | £28'800 - £32,000 + Benefits </strong></p><p data-start="170" data-end="380"><strong><em> (initially 5 days onsite until completion of probation) following probation 2 days working from home and 3 days office based! </em></strong></p><p data-start="170" data-end="380"><em data-start="302" data-end="380"><strong>Shifts: 8am-5pm and 10am-7pm | 1 in 4 Saturdays (with a weekday off in lieu)</strong></em></p><p data-start="170" data-end="380">Are you someone who sees every customer conversation as an opportunity to make a real difference? Do you thrive in fast-paced environments where empathy, clarity, and thoughtful problem-solving are at the core of what you do?</p><p data-start="758" data-end="1036">We're looking for a <strong data-start="778" data-end="804">Customer Service Specialist</strong> to join a dynamic and passionate team. This is more than a customer service role - it's about becoming the trusted voice behind complex and high-level customer concerns, delivering resolution and reassurance when it matters most.</p><h3 data-start="1043" data-end="1068">Customer Service Specialist responsibilities:</h3><p data-start="1070" data-end="1301">You'll be at the forefront of customer advocacy, supporting individuals through some of their most challenging queries - from sensitive financial disputes and ombudsman cases to complex complaint escalations and PR-critical issues.</p><p data-start="1303" data-end="1435">Your goal? To turn difficult moments into positive outcomes through thoughtful investigation, clear communication, and genuine care.</p><ul data-start="1481" data-end="2148"><li data-start="1481" data-end="1573"><p data-start="1483" data-end="1573">Handling escalated and sensitive customer cases with ownership, compassion, and precision.</p></li><li data-start="1574" data-end="1677"><p data-start="1576" data-end="1677">Listening carefully to get to the heart of each issue - not just what went wrong, but why it matters.</p></li><li data-start="1678" data-end="1768"><p data-start="1680" data-end="1768">Crafting fair, empathetic resolutions that reflect our values and build long-term trust.</p></li><li data-start="1769" data-end="1866"><p data-start="1771" data-end="1866">Collaborating with internal teams (legal, logistics, finance) to ensure every angle is covered.</p></li><li data-start="1867" data-end="1956"><p data-start="1869" data-end="1956">Representing the business in external conversations with professionalism and integrity.</p></li><li data-start="1957" data-end="2047"><p data-start="1959" data-end="2047">Documenting each case thoroughly to support continuous learning and service improvement.</p></li><li data-start="2048" data-end="2148"><p data-start="2050" data-end="2148">Identifying recurring themes and helping shape better systems and experiences across the business.</p></li></ul><h3 data-start="2155" data-end="2177">Customer Service Specialist requirements:</h3><ul data-start="2179" data-end="2797"><li data-start="2179" data-end="2263"><p data-start="2181" data-end="2263">A natural ability to connect with people and see the human behind every complaint.</p></li><li data-start="2264" data-end="2333"><p data-start="2266" data-end="2333">Calm under pressure, especially in emotionally charged situations.</p></li><li data-start="2334" data-end="2426"><p data-start="2336" data-end="2426">First-class written and verbal communication - always clear, professional, and personable.</p></li><li data-start="2427" data-end="2536"><p data-start="2429" data-end="2536">Sound judgement - you know how to balance what's right for the customer with what's right for the business.</p></li><li data-start="2537" data-end="2648"><p data-start="2539" data-end="2648">Prior experience in a customer-facing or complaints-handling environment (retail, hospitality, etc. a bonus).</p></li><li data-start="2649" data-end="2721"><p data-start="2651" data-end="2721">Confidence using CRM tools and tech to manage and track case progress.</p></li><li data-start="2722" data-end="2797"><p data-start="2724" data-end="2797">A problem-solver's mindset - always looking for better, not just "fixed."</p></li></ul><p data-start="2834" data-end="3041">This is not just another customer care team -this is a tight-knit group who genuinely support each other, care deeply about what they do, and take pride in being the calm in the storm when customers need them most.</p><p data-start="3043" data-end="3233">You'll be joining a fast-growing, customer-first business that empowers its people to own their roles, speak up with ideas, and grow their careers in a supportive, down-to-earth environment.</p><p data-start="3235" data-end="3342">If you believe customers deserve not just solutions but exceptional experiences - we want to hear from you, <strong data-start="3349" data-end="3442">Apply today!</strong></p><div><strong>BBBH33495</strong></div></dd>