Charles Trent Ltd
Customer Service Specialist- Maternity Cover
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Customer Service Specialist- Maternity Cover
Customer Service Specialist – 12 Month Contract Maternity Cover
About the Role
As a Customer Service Specialist, you will manage all customer enquiries related to product returns or discrepancies across telephone, email, and marketplace channels. You will take full ownership of cases from initial contact through to resolution, collaborating with warehouse and technical teams to deliver fair, efficient, and customer-centric solutions. You’ll also identify trends and propose process improvements.
Role Details
- Location: Poole Site, BH12
- Salary: £26,500 – £29,000 per annum
- Working Hours: 37.5 hours per week
- Reporting Line: Customer Service Team Lead
Key Responsibilities
- Take full ownership of product-related returns, including logging, investigating, and agreeing appropriate resolutions.
- Build and maintain relationships with customers, third parties, and internal stakeholders to ensure effective case resolution.
- Identify and address issues in the customer journey, feeding insights into broader business improvements.
- Spot and escalate trends or recurring issues, working closely with Warehouse and Technical teams to drive efficiencies.
- Negotiate refunds and resolutions in line with company policies while balancing commercial considerations.
- Deliver a trustworthy, professional customer experience, remaining solution-focused under pressure.
- Source suitable replacement parts and complete all administrative tasks accurately and efficiently.
- Handle day-to-day operational issues such as backorders, shipping delays, and order concerns.
- Facilitate cross-departmental communication to ensure smooth resolutions and clear customer updates.
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Essential Skills & Experience
- Strong customer focus, with experience managing and resolving complex customer issues.
- Previous experience in a high-volume ecommerce returns or customer service environment.
- Confident negotiation skills, balancing customer satisfaction with commercial outcomes.
- Excellent written and verbal communication across telephone, email, and marketplace platforms.
- Strong organisational and administrative skills with meticulous attention to detail.
- Ability to manage multiple cases simultaneously and prioritise effectively.
- Comfortable working across systems such as eBay, CRM, or ticketing platforms.
- Ideally, a good understanding of vehicle parts or mechanical knowledge.
- Highly adaptable, with a proactive, solution-oriented mindset.
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Benefits
- Staff discounts on vehicle parts and discounted fuel.
- Health Cash Plan after probation.
- Critical Illness Cover and Death in Service.
- Family Day and Community Volunteer Day.
- Extra holiday after 3 years’ service.
- Increased pension contributions after 5 years.
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