Customer Service Specialist-Maternity Cover

ROLE- Customer Service Specialist- 12 month contract- Maternity Cover

Purpose

As a Customer Service Specialist, you will be responsible for managing all customer enquiries relating to parts that do not meet expectations, across telephone, email, and marketplace channels. You will take full ownership of cases from initial contact through to resolution, working closely with warehouse and technical teams to deliver a fair, efficient, and customer-focused outcome while identifying trends and opportunities for improvement.

Role Details

Location: Poole Site, BH12

Salary: £26,500 - £29,000 per annum

Working Hours: 37.5 hrs per week

Reporting Line: Customer Service Team Lead

Key Responsibilities

• Take full ownership of all product-related returns, including logging, investigating, and agreeing appropriate resolutions
• Build and manage relationships with customers, third parties, and internal stakeholders to resolve cases effectively
• Identify issues and opportunities within the customer journey and feed back into the wider business
• Identify and elevate trends or recurring issues, working closely with Warehouse and Technical teams to drive improvements
• Negotiate refund requests and resolutions in line with company guidelines and commercial considerations
• Deliver a trusted and professional customer experience, remaining calm and solution-focused in challenging situations
• Source suitable replacement parts and complete all associated administration accurately and efficiently
• Take ownership of day-to-day operational issues including backorders, shipping issues, and order concerns
• Communicate effectively across departments to ensure smooth resolution of cases and clear updates to customers

Experience & Essential Skills

• 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, able to balance customer satisfaction with commercial outcomes
• Excellent written and verbal communication skills across multiple channels
• Strong organisational and administrative skills with high attention to detail
• Ability to manage multiple cases simultaneously and prioritise effectively
• Comfortable working across systems such as eBay, CRM or ticketing platforms
• Good understanding of vehicle parts or mechanical knowledge is desirable
• Highly adaptable with a proactive, solution-focused mindset

Benefits

• Staff discounts on vehicle parts and discounted fuel
• Health Cash Plan after probation
• Critical Illness Cover and Death in Service
• Family Day & Community Volunteer Day
• Extra holiday after 3 years' service
• Increased pension contributions after 5 years