Customer Service / CareLine Consultant Are you an experienced customer service skilled 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

Strong 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

📌 Customer Banking Specialist (Port Phillip City)
🏢 Commonwealth Bank Of Australia
📍 Port Phillip City