Huntswood
Customer Service Specialist
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CUSTOMER SERVICE SPECIALIST - LUXURY
An exciting opportunity has arisen for a Customer Service Specialist to join a prestigious luxury brand based in Glasgow. We're looking for a brand ambassador who combines exceptional communication skills, commercial awareness, and a passion for delivering a seamless, luxury-standard customer experience.
Start Date: 21st September 2026
Salary: £26,227 basic salary, with the opportunity to earn up to £30,727 OTE through a performance-based bonus scheme.
Hourly Rate: £13.45ph
Performance Bonus: Up to £375 per month based on performance
Working hours: 37.5 hours per week, 5 days per week.
Shift Pattern: Hybrid Working from our Glasgow Office
Weekdays: Rotating shifts between 08:00 - 18:30
Weekends: Shifts: 09:00 - 15.00
Where: Glasgow City Centre Location - Up to 3 weeks office-based then when you have been signed off from training and are deemed competent, there is the option to work on a Hybrid basis.
Attendance: No holiday will be permitted during the training period.
Job Responsibilities:
- Deliver a luxury-standard customer experience across phone, email, and webchat, ensuring every interaction reflects the values and standards of the brand.
- Manage a diverse range of enquiries from consumers, distributors, charities, sponsorship partners, and luxury brand stakeholders with professionalism, warmth, and confidence.
- Respond to customer enquiries, requests, and complaints in a timely, empathetic, and solution-focused manner.
- Resolve customer issues effectively, striving for first-contact resolution while maintaining a calm and composed approach to sensitive or complex situations.
- Provide accurate and detailed information on products, services, experiences, policies, and procedures.
- Process bookings while ensuring all consumer records and booking notes are accurately maintained.
- Identify opportunities to promote and upsell products, services, and experiences based on customer needs, delivering recommendations in an authentic and engaging way.
- Accurately document customer interactions, transactions, feedback, and complaints within CRM and internal systems, producing reports where required.
- Navigate multiple systems simultaneously while maintaining exceptional attention to detail and service quality.
- Escalate complex enquiries or unresolved issues appropriately, ensuring a seamless customer journey and positive outcome.
- Take ownership of personal learning and development, proactively using available knowledge resources to build expertise across products, experiences, and processes.
- Act as a passionate brand ambassador, confidently representing the client and adapting your communication style to meet the needs of a diverse customer base.
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Role Requirements:
- Previous experience in customer service, hospitality, retail, sales, or a luxury brand environment.
- Excellent written and verbal communication skills with strong attention to detail.
- Confident building rapport and delivering exceptional customer experiences.
- Ability to identify customer needs and promote products, services, and experiences naturally.
- Strong problem-solving skills with a calm and professional approach to complaints and complex enquiries.
- Experience using CRM systems and managing customer records accurately.
- Highly organised with the ability to multitask and navigate multiple systems simultaneously.
- Self-motivated, adaptable, and committed to continuous learning and development.
- Resilient and able to perform effectively in a fast-paced environment.
- Passionate about representing a premium brand and delivering a luxury-standard service.
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Benefits:
- Comprehensive training with experienced trainers
- Life assurance – 1x basic salary coverage
- Health Cash Plan – claim back everyday healthcare costs
- ‘Perks at Work’ – discounts from Apple, M&S, Expedia, and more
- Colleague Recognition Scheme – become a Huntswood Hero!
- Regular engagement activities with additional incentives
- Access to an online Well-being Centre
- Free fruit, tea, coffee & hot chocolate on site
- Discounted premium city centre parking
- Refer a Friend Scheme – earn £1,000 per referral
- Mentorship program to support career growth
Why Join Huntswood?
At Huntswood, our people are at the heart of everything we do. As a trusted Business Process Outsourcer (BPO), we partner with leading brands to deliver exceptional customer experiences and we invest heavily in developing our teams to do just that.
Whether you join us on a fixed‑term contract or as a permanent employee, you’ll gain variety, career progression, and the support you need to reach your goals.
Huntswood is now part of ResultsCX, a global leader in Customer Experience Management, giving you even more opportunities to grow in a fast‑moving, forward‑thinking organisation.
Committed to Inclusivity
Huntswood, a ResultsCX company, is an equal opportunity employer. We welcome applications from all backgrounds and are proud to be a Disability Confident employer. We guarantee an interview for all disabled applicants who meet the minimum criteria.
For your safety, please note: Huntswood will only request contact details via email when first reaching out - we will never ask for additional personal information at that stage.
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