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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


  • 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]