Charles Trent Ltd
Customer Service Specialist - 12 Month FTC
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Customer Service Specialist (12 Month Fixed Term Contract, Maternity Cover)
Location: Poole, Dorset (BH12)
Department: Customer Service
Reporting to: Customer Service Team Lead
Contract: 12 Month Fixed Term Contract (Maternity Cover)
Hours: 37.5 hours per week
Salary: £26,500 to £29,000 per annum
About The Role
We are looking for a proactive and customer-focused Customer Service Specialist to join our Customer Service team on a 12-month fixed term contract to provide maternity cover.
In this role, you will take ownership of customer enquiries relating to vehicle parts that do not meet expectations. Managing cases from initial contact through to resolution, you'll work closely with our Warehouse, Technical, and Customer Service teams to deliver fair, efficient, and commercially appropriate outcomes.
This is an excellent opportunity for someone who enjoys problem-solving, thrives in a fast-paced environment, and is passionate about delivering an outstanding customer experience.
Key Responsibilities
As a Customer Service Specialist, you will:
- Take ownership of product-related returns, from initial enquiry through to final resolution.
- Investigate customer concerns and agree appropriate outcomes in line with company policies.
- Build positive relationships with customers, suppliers, and internal departments.
- Source suitable replacement parts where required.
- Manage refund requests and negotiate resolutions that balance customer satisfaction with commercial considerations.
- Handle day-to-day operational issues, including back orders, shipping queries, and order concerns.
- Communicate clearly with customers through telephone, email, and online marketplace platforms.
- Work closely with Warehouse and Technical teams to investigate product issues.
- Accurately maintain customer records and complete all associated administration.
- Identify recurring issues and trends, providing feedback to support continuous improvement across the business.
- Deliver a professional, empathetic, and solution-focused customer experience at all times.
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About You
We're looking for someone who enjoys helping customers, has excellent communication skills, and can confidently manage multiple priorities in a busy environment.
Essential Skills And Experience
- Previous experience within a busy customer service or eCommerce environment.
- Experience managing customer returns, complaints, or complex customer enquiries.
- Excellent written and verbal communication skills.
- Strong negotiation and problem-solving abilities.
- Highly organised with excellent attention to detail.
- Ability to prioritise and manage multiple cases simultaneously.
- Comfortable using CRM systems, ticketing platforms, or online marketplaces such as eBay.
- A proactive approach with a positive, customer-first mindset.
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Desirable
- Knowledge of vehicle parts or the automotive industry.
- Mechanical understanding or experience working with automotive products.
What We Offer
- Salary of £26,500 to £29,000 per annum
- 37.5-hour working week
- 12-month fixed term contract with a supportive and collaborative team
- Staff discount on vehicle parts
- Discounted fuel
- Health Cash Plan following successful probation
- Critical Illness Cover
- Death in Service benefit
- Family Day
- Community Volunteer Day
- Additional annual leave after 3 years' service
- Enhanced pension contributions after 5 years' service
Why Join Charles Trent?
At Charles Trent, we're committed to delivering outstanding service to our customers while continuously improving the way we work. Joining our Customer Service team means becoming part of a collaborative environment where your ideas are valued, your development is supported, and your contribution makes a real difference.
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