Customer Service Specialist

Immerse yourself in the world of eCommerce by joining our Client Services team! You will play a pivotal role in ensuring the complete satisfaction of our valued clients.

What you will be doing:

As a Client Service Specialist, you will deliver world-class service to our clients, managing their journey from initial contact through to full resolution. A key part of your role is to keep clients fully informed with timely phone and email updates. You will proactively identify and address the root causes of problems and operational issues to prevent recurrence. This involves close collaboration with Account Managers, Operations teams, and Onboarding Specialists for thorough investigation and resolution. You will also take the initiative to spot recurring ticket types, client pain points, or process failures, flagging these to the team and highlighting opportunities for improving the overall client experience.

You will be working a rotating shift pattern covering 7am - 3pm, 9am - 5pm and 11am to 7pm, Monday to Friday.

Who are we?

We're a trusted tech-enabled fulfilment partner for hundreds of eCommerce brands globally. Building on our established presence in the UK, USA and Europe, we joined the QLS Group in 2025, significantly expanding our European footprint and accelerating our next phase of international growth.

Why work for us?

• Salary: £27,675 per annum
• Enhanced maternity pay
• 25 days holiday & bank holidays and 5% matched pension
• Free on-site parking, electric car charging points, excellent bus links, bike shelters and showers on site
• Zen Den - a dedicated, quiet space to relax, unwind, meditate or reflect
• Mental Health Support - we have a team of trained Mental Health First Aiders, to support you when you may need it
• HealthShield - GP anytime, cashback for prescriptions, optical, dental
• Enhanced company sick pay
• Cycle to work scheme
• Life assurance

Please note this role is located at our Northampton site 5 days per week, with the option to work 1 day from home.

Qualifications and skills

• You have worked in a customer service/ contact centre role before
• Confident on the phone, you are a dab hand at handling queries and managing client expectations
• People would describe you as an exceptional communicator
• You pay attention to the details, and notice the smallest of errors
• You enjoy working in a target driven, collaborative team
• A true detective, you will be great at investigating issues and finding solutions
• Building relationships with clients and other teams across the business
• You thrive in a busy, fast paced environment and are comfortable managing a high-volume workload

Our hiring process

To maintain impartiality in the selection process and prevent bias from influencing shortlisting decisions, all applicants are systematically reviewed blindly by anonymising CVs.

If you're shortlisted, you'll have a call with Steph from our Recruitment Team.

You'll have an interview on-site with Sophia, our Client Services Manager.

You'll get offered the job & start your amazing new role with J&J!

At James and James, we welcome and value diversity. We believe in fair hiring practices and are dedicated to considering all candidates equally, regardless of their race, colour, religion, gender, national origin, age, sexual orientation, disability, or any other protected status.

Should you require any reasonable adjustments for the role or interview process please contact us and we'd be happy to discuss these with you.