Customer Care Specialist - Peterlee - Permanent

30,000 + Excellent Benefits
Full-Time Fully Office-Based

Are you a customer-focused problem solver who enjoys building relationships, troubleshooting issues and making a real difference to the customer experience?

We are recruiting for a Customer Care Specialist to join a growing and innovative business within the technology sector. This is an exciting opportunity to join a supportive team environment where no two days are the same, offering genuine variety, autonomy and the opportunity to develop your skills within a specialist industry.

• 30,000 salary, permanent contract
• 25 days annual leave plus bank holidays.
• Private medical insurance.
• Comprehensive health cash plan.
• Life assurance.
• Enhanced maternity, paternity and company sick pay.
• Annual discretionary bonus scheme.
• Christmas bonus.
• Paid volunteering leave.
• Pension scheme.
• Employee referral programme.
• Free onsite parking.
• Excellent kitchen facilities, including fresh fruit and coffee.
• Regular social events and a supportive team culture.

As a Customer Care Specialist, you will act as a key point of contact for customers, supporting them with product queries, troubleshooting and ongoing account support. You'll work closely with internal teams to ensure customers receive an exceptional service experience while helping to improve operational efficiency and customer satisfaction.

• Manage, assign and escalate customer support tickets to ensure timely resolution.
• Provide customer support, troubleshooting and product guidance via telephone, email and online systems.
• Build strong relationships with customers and act as a trusted point of contact.
• Make proactive outbound calls to customers to provide support, training and gather feedback.
• Coordinate with technical and project teams to resolve complex issues.
• Support customer onboarding and ensure customers maximise the use of products and services.
• Maintain accurate records of customer interactions and resolutions.
• Arrange service visits and coordinate with installation and support teams where required.
• Identify opportunities to improve customer experience, operational efficiency and internal processes.
• Deliver training and support materials to customers and internal colleagues.
• Support wider project implementation and operational activities as required.

We're looking for someone who enjoys working with people, thrives in a busy environment and has a natural ability to solve problems.

You will ideally have:

• Previous experience within customer service, customer support or technical support.
• Excellent verbal and written communication skills.
• Strong organisational skills and attention to detail.
• The ability to manage multiple priorities in a fast-paced environment.
• A proactive and solution-focused approach.
• Strong IT skills, including Microsoft Outlook and other Microsoft Office applications.
• Confidence using smartphones and mobile technology, including iOS and Android devices.
• A strong technical aptitude and willingness to learn new systems and products.

This role is based on a 37-hour working week, with shifts scheduled between 8:00am and 6:00pm, Monday to Sunday.

To ensure continuity of service, the team operates a collaborative rota system which includes occasional weekend and bank holiday cover. Rotas are planned well in advance and discussed with the wider team, allowing everyone the opportunity to agree availability and ensure a fair and balanced approach to cover.

Any time worked on weekends or bank holidays is provided back through time off in lieu. The current rota arrangement is expected to remain in place until the end of the year and will be reviewed in line with business requirements.

If you're looking for a varied and rewarding customer support role where you can make a genuine impact and develop your career within a growing business, we'd love to hear from you.

If you require any reasonable adjustments during the application or interview process, please let us know and we will do our best to accommodate your needs.

Due to the high volume of applications we receive, we are unfortunately unable to provide individual feedback to all applicants. If you have not been contacted within 10 business days of submitting your application, please assume that your application has not been successful on this occasion. We thank you for your interest and wish you every success in your job search.

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