Are you an experienced customer service professional who enjoys solving problems, supporting customers and seeing an issue through to resolution?
We are seeking a confident and empathetic Customer Service / CareLine Consultant to join a well‑established, highly regarded organisation representing some of the world’s leading home appliance brands.
This is a varied role combining inbound customer service, complaint and case management, troubleshooting, service coordination and sales support.
Responsibilities include:
- Handling inbound calls and emails relating to product and service enquiries
- Providing customers with product information, troubleshooting assistance and usage advice
- Managing consumer complaints and cases from initial contact through to resolution
- Working towards first‑contact resolution wherever possible
- Managing a portfolio of customer cases and ensuring they are actioned within required timeframes
- Coordinating service bookings with internal engineers and authorised service partners nationally
- Rescheduling appointments and keeping customers informed throughout the process
- Identifying potential sales and direct replacement opportunities
- Guiding customers through purchasing and payment processes
- Escalating complex matters through the appropriate channels
- Maintaining accurate and detailed customer and case records
- Working closely with internal departments, sales teams and external service partners
- Providing additional support across the Customer Service team when required
About You:
- Previous experience in customer service, contact centre or complaints management
- Robust communication skills and a professional phone manner
- The ability to remain calm and empathetic when dealing with frustrated customers
- Strong problem‑solving and decision‑making skills
- Excellent organisation and case management capabilities
- Confidence working across multiple systems and databases
- Strong attention to detail and accurate record keeping
- The ability to manage competing priorities and work to KPIs and deadlines
- A proactive, solutions‑focused approach
- Experience coordinating service technicians or appointments would be highly regarded
Contract: Full‑time
Salary: Not specified
Location: Brunswick, United Kingdom
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