Position: Customer Service Specialist
Reporting to: Head of Customer Services
Hours: Monday – Friday, shifts between 9:00 AM – 5:00 PM
Salary: Up to £26,000 per annum
Location: Hybrid role, primarily working from home with monthly team meetings at our Wolverhampton office.
About Geobear
Geobear is a leading ground engineering contractor offering rapid, long-lasting solutions for sinking and settling foundations, slabs, and infrastructure. Using innovative expanding geopolymers, we improve and strengthen soils and infill. We are a global organisation with nearly 40 years of experience in the UK market.
Role KPIs
- Respond to customer emails within 24 hours of receipt
- Maintain an inbound call abandonment rate of <10%
- Ensure same-day callbacks for received messages
- Collaboratively manage customer portal messages, ensuring responses within 24 hours
Responsibilities
- Input new inquiries from B2C and B2B customers into our CRM system, Salesforce, received via email, phone, or webform
- Handle general inquiries from private B2C, B2B, and insurance customers through inbound/outbound calls, emails, and client portals
- Take ownership of customer communications, ensuring they are updated throughout their query’s lifecycle
- Manage all administrative responsibilities related to a project, including complaint claims administration
- Escalate service delivery issues as needed
- Perform ad hoc activities as required, with all necessary training provided
Desired Skills and Experience
- Natural sense of urgency in responding to clients
- You enjoy setting timelines and keeping them
- You hold others accountable for responding quickly to customers
- Experience in a customer-facing role, demonstrating skills in managing general inquiries for both private and B2B customers via calls, emails, and client portals
- Passionate and enthusiastic about handling inbound calls
- KPI-driven, with a commitment to achieving targets
- Excellent customer experience promotion
- Strong administrative skills related to customer management
- A positive, ‘can-do’ attitude
- Quick learner with professional reliability
- Strong understanding of the importance of customer experience
- Independent worker with the ability to follow instructions and work autonomously
- Effective team player, willing to support colleagues when needed
- Comfortable working from home and staying focused on KPIs
- Experience with Salesforce is highly desirable
- Experience in claim handling is a plus
What We Don’t Expect
We don’t expect you to know everything about ground engineering. However, we do expect you to be an independent thinker and a hardworking individual.
Apply now to join our dynamic team and contribute to our continued success!
To apply please email your CV to [email protected]
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