Customer Care Specialist

Customer Care Specialist
Redditch, Worcestershire
£26,000 15% performance related bonus
Hybrid - 3 Days in office with 2 days remote

Cast UK is supporting an industry-leading global organisation in their recruitment of a Customer Care Specialist to join its high performing customer service team. Joining an established and experienced team, you'll be acting as the first point of contact for customers and ensuring seamless service delivery across the full customer journey from initial enquiry through to resolution. You'll play a key role in maintaining customer satisfaction, supporting operational excellence, and strengthening long-term relationships. The role is Monday to Friday, 9am - 5pm. The working pattern is hybrid, with 2 x days WFH.

Key Responsibilities

• Manage multi-channel customer enquiries phone or email ensuring all requests are handled promptly and professionally.
• Process quotations and customer orders, ensuring accuracy and efficiency throughout the lifecycle.
• Monitor & co-ordinate order fulfilment, proactively communicating updates and managing delivery expectations.
• Collaborate with the technical support team and subject matter experts to resolve complex customer issues.
• Record customer feedback and report non-conformances, supporting continuous improvement initiatives.
• Manage escalations effectively, ensuring timely resolution and customer satisfaction.
• Maintain accurate records within CRM's (SAP and Salesforce) and case management systems.
• Support service excellence by contributing to performance metrics and customer satisfaction tracking.

Experience & Skills Required

• Previous experience in a customer service, customer care, or order management role within a fast-paced environment.
• Strong background in handling service requests, quotations, and order processing.
• Experience using CRM systems such as SAP, Salesforce, or similar platforms.
• Excellent communication and interpersonal skills with a customer first approach.
• High attention to detail with the ability to manage multiple priorities.
• Strong problem solving skills and the ability to work collaboratively across teams.
• Proactive, organised, and adaptable with a positive and solutions focused mindset.
• Ability to problem solve under time pressure with a logical outlook.

Want to recruit a similar role?

Cast UK is a leading executive consultancy, providing national recruitment solutions to both clients and candidates. Specialising in, HR, Procurement, Buying, Supply Chain, and Logistics, each member of our specialist team has a professional background specific to their recruiting sector. With this unique insight and knowledge, our consultants are able to place individuals from trainee through to main board. For more information on Cast UK or to discuss how we can find talent for your business then please visit www.castuk.com

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