Landmark Information Group - Internal
Customer Service Specialist
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Customer Service Specialist
Customer Service Specialist
Location: West Malling Contract: Fixed Term (12 Months) and Permanent
The Opportunity
We are seeking a professional, customer-focused individual to join our award-winning Customer Service team during an exciting phase of our growth.
This role transcends traditional customer support. As a Customer Service Specialist, you will serve as a trusted ally to customers, providing tailored guidance, resolving enquiries, and driving positive outcomes through a consultative approach.
You will forge strong relationships with customers and stakeholders, collaborate across the organisation, and identify opportunities to elevate the customer experience. This position suits someone who thrives at balancing customer needs with business priorities while upholding exceptional service standards.
Key Responsibilities
- Deliver professional, consultative support via telephone, email, and other channels.
- Act as a valued customer advocate, guiding them through their entire journey.
- Own enquiries from first contact to resolution, ensuring full progression and customer satisfaction.
- Proactively improve the customer experience by identifying growth opportunities.
- Collaborate with internal teams and external partners to streamline customer request processing.
- Navigate complex systems and processes to investigate and resolve queries efficiently.
- Coordinate with data providers and third parties to address search-related issues.
- Communicate clearly and professionally with customers, colleagues, and stakeholders at all levels.
- Foster a customer success mindset across the Customer Service function.
- Balance customer expectations with business requirements to achieve favourable outcomes.
- Analyse customer feedback, detect trends, and contribute to service improvement initiatives.
- Maintain high Service Quality standards and drive continuous improvement.
- Develop and maintain a strong product, service, systems, and process expertise of SearchFlow.
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About You
We are looking for a proactive, professional, and passionate individual who thrives on delivering exceptional customer experiences.
Key Requirements
- A natural ability to build rapport quickly while expertly managing relationships with diverse internal and external stakeholders.
- A customer-centric mindset, driven by a genuine desire to achieve positive outcomes.
- Strong problem-solving skills, with a focus on proactive and solution-driven approaches.
- Confidence in handling challenging conversations while preserving professionalism and empathy.
- Exceptional organisation skills to prioritise workload efficiently.
- A collaborative team player who enjoys cross-departmental engagement to support customer success.
- The ability to influence, engage, and build credibility with customers of varying seniority.
- A commitment to continuous improvement, helping shape the future of customer service and success within our organisation.
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