Customer Service Specialist

Customer Service Specialist

Department: Client Role

Employment Type: Full Time

Location: Norwich, UK

Reporting To: Head of Customer Experience

Compensation: £28,000 - £30,000 / year

Description

We are hiring a Customer Experience Specialist to join the Commercial team at FlexiTog. It is a hybrid role based in Norwich.

At FlexiTog, it's all about helping people perform at their best in some of the toughest working environments. The business specialises in insulated workwear and PPE and operates across the UK, Netherlands and Germany. This role sits at the heart of the customer journey, combining customer insight, issue resolution, service improvement and outbound engagement.

This is a hands-on role for someone who enjoys solving customer problems, understands the commercial value of a great customer experience and can turn data into action.

Key Responsibilities

• Analyse customer feedback, NPS, CSAT and complaints to identify trends and areas for improvement.
• Resolve customer issues and support effective complaint handling.
• Make outbound calls to existing and prospective customers to support retention, re-engagement and sales.
• Identify appropriate upsell and cross-sell opportunities.
• Monitor service performance and help improve customer journeys and processes.
• Accurately record customer interactions and outcomes in CRM systems.

Skills, Knowledge and Expertise

• Experience in customer service, customer experience, sales or a similar customer-facing role.
• Confident speaking with customers, including handling commercial conversations.
• Comfortable working with customer data, feedback and service metrics.
• Experience using CRM systems.
• Strong communication, problem-solving and analytical skills.
• An additional language is a big plus, but not essential.

Benefits

• Competitive salary
• 25 days' holiday
• Statutory pension
• The flexibility of hybrid working
• Opportunity to join a small, collaborative Customer Experience team
• A varied role combining customer engagement, insight and service improvement

Instant Impact is managing the recruitment process for this role on behalf of FlexiTog.