5,665 Customer Specialist jobs in the United Kingdom

Company Overview

MyGraduationClip specialises in capturing and preserving graduation moments through innovative video and photography technology. Our mission is to create reliable, user-friendly products that enhance the graduation experience for students, families, and institutions. As a rapidly growing company with a small, agile team, we value curiosity, innovation, and a collaborative spirit. MyGraduationClip services a large number of institutions across multiple continents - aiming to provide the best experience possible in all corners of the globe.

Role

We are seeking a Customer Support Specialist to be the first point of contact for our clients and event participants. You will handle inbound queries via email and our ticketing system, ensuring issues are resolved quickly, accurately, and with a friendly tone.

Reporting to the Operations Lead, you'll not only answer queries but also help improve FAQs, flag recurring issues, and support operational delivery. During quieter months you'll work consistent part-time hours (between 10 to 20 hours per week), and during peak graduation season (June–August) you'll have the opportunity to flex up with additional hours.

Key Responsibilities

Inbox & Ticket Management

• Respond to inbound queries via email and ticketing system.
• Resolve routine issues such as video/clip delivery problems, event info requests, and user payment questions.
• Escalate B2B or complex queries to the Customer Relationships Manager or Ops Lead.

Customer Experience

• Deliver a warm, approachable, and supportive tone in all communication.
• Aim for "first-time resolution" — solving the problem fully in each reply.

Support Processes & FAQs

• Use existing templates and FAQs to speed up responses.
• Contribute new FAQs and improve templates as recurring issues arise.
• Share insights on common queries with the Ops Lead to help improve systems.

Downtime Activities

• Support quality checks on video/clip outputs to catch issues early.
• Assist Ops Lead with light delivery/admin tasks (e.g., asset organisation, event prep checklists).
• Prepare for peak season by building templates, automations, and onboarding resources.
• Support the wider team by testing new features and providing root cause analysis for recurring issues.

About You (Required)

• Customer-focused — you always put customers first, treating queries, complaints and refunds with the respect and detail that they deserve from a company like MyGraduationClip
• Warm communicator — especially in writing, with a friendly, approachable style.
• Organised — aiming for inbox zero You endeavor to give every query a full and complete response
• Problem-solver — you solve all queries fully, and take initiative to investigate beyond the surface level question.
• Proactive — you work to improve FAQs, spot patterns, and suggest process improvements. All of which will improve the support we can provide to our customers.
• Adaptable — steady in quieter months, flexible to work extra hours during the busy summer season.
• Ownership mindset — comfortable being the first point of contact and driving support tasks to completion with minimal oversight.
• Experience with Google Workspace (Gmail, Google Docs), and Slack or equivalent.
• Minimum 2 years of experience in a customer support role as part of a small team.

Useful to have

• Background in supporting digital media product (video content, image assets, etc)
• Experience with video editors such as DaVinci resolve or Premiere Pro
• Experience building or improving FAQs, macros, or template responses.

Key Performance Indicators (KPIs)

• Response Times: Inbox managed daily, within agreed turnaround targets.
• First-Time Resolution: Majority of issues resolved fully without back-and-forth.
• Customer Satisfaction: Positive feedback on support interactions.
• Efficiency & Insights: Recurring queries reduced through better FAQs and processes.

Job Type: Part-time

Pay: £15.00-£18.00 per hour

Expected hours: 10 – 20 per week

Benefits:

• Company pension
• Flexitime
• Gym membership
• Health & wellbeing programme

Application question(s):

• Are you located within 20 miles of Carterton, Oxfordshire?
• Do you have experience documenting processes and improving FAQs?

Experience:

• Customer support: 2 years (required)
• Google Suite: 1 year (preferred)

Language:

• English (required)

Work Location: Hybrid remote in Carterton OX18 1AD

• Responding to customer inquiries via phone, email, and live chat in a timely and professional manner.
• Resolving customer complaints and issues efficiently and empathetically.
• Providing accurate information about products, services, and company policies.
• Processing customer orders, returns, and exchanges.
• Assisting customers with account management and troubleshooting.
• Escalating complex issues to the appropriate departments.
• Maintaining detailed records of customer interactions and transactions.
• Gathering customer feedback and reporting trends to management.
• Identifying opportunities to improve the customer experience.
• Collaborating with team members to share best practices and enhance service delivery.
• Adhering to service level agreements (SLAs) and performance targets.
• Staying up-to-date with product knowledge and company updates.
• Contributing to knowledge base articles and FAQs.
• Handling sensitive customer information with confidentiality.
• Proactively identifying potential customer issues and offering solutions.

• Previous experience in a customer service or support role is essential.
• Excellent verbal and written communication skills.
• Strong listening and problem-solving abilities.
• Proficiency in using CRM software and helpdesk ticketing systems.
• Ability to remain calm and professional under pressure.
• Good organizational skills and attention to detail.
• Ability to work independently and as part of a team.
• Familiarity with e-commerce platforms is a plus.
• A positive attitude and a passion for customer satisfaction.
• Flexibility to work occasional evenings or weekends as needed.

• Respond to customer inquiries and provide timely and accurate support.
• Resolve customer issues and complaints efficiently and professionally.
• Provide information about products and services.
• Escalate unresolved issues to the appropriate departments.
• Maintain detailed records of customer interactions and transactions.
• Identify and communicate trends in customer inquiries and feedback.
• Assist in developing and updating customer support documentation.
• Strive to achieve high levels of customer satisfaction.
• Collaborate with team members to share best practices.

• Proven experience in a customer service or support role.
• Excellent communication, listening, and interpersonal skills.
• Strong problem-solving and conflict-resolution abilities.
• Ability to remain calm and professional under pressure.
• Proficiency in using computers and common software applications.
• Experience with CRM software is a plus.
• High school diploma or equivalent; further education is an advantage.
• A genuine passion for helping customers.

• Respond to customer inquiries via phone, email, and live chat in a timely and professional manner.
• Troubleshoot and resolve customer issues, providing clear and concise solutions.
• Educate customers on product features, functionalities, and best practices.
• Escalate complex issues to appropriate departments and follow up to ensure resolution.
• Maintain accurate records of customer interactions and support activities in the CRM system.
• Identify recurring customer issues and provide feedback to the product and development teams for improvement.
• Contribute to the development and maintenance of customer support knowledge base articles.
• Process customer requests, such as order modifications, cancellations, or returns.
• Proactively engage with customers to ensure their needs are met and satisfaction is high.
• Adhere to company policies and procedures, and uphold service level agreements (SLAs).

• Proven experience in a customer service or helpdesk role.
• Excellent communication, listening, and interpersonal skills.
• Strong problem-solving abilities and a patient, customer-centric approach.
• Proficiency in using CRM software and helpdesk ticketing systems.
• Ability to multitask and manage time effectively in a fast-paced environment.
• A positive attitude and a passion for helping customers.
• Familiarity with (mention a relevant product/service industry, e.g., software applications, e-commerce platforms, telecommunications) is a plus.
• Good keyboard skills and attention to detail.
• Ability to work collaboratively within a team.
• Willingness to learn and adapt to new products and processes.

• Respond to customer queries in a timely and professional manner via various communication platforms.
• Diagnose and resolve technical issues, guiding users through step-by-step solutions.
• Escalate complex problems to the appropriate internal teams when necessary.
• Document customer interactions, resolutions, and feedback accurately in our CRM system.
• Contribute to the creation and maintenance of a comprehensive knowledge base for self-service support.
• Identify trends in customer issues and provide feedback to the product development team for service improvement.
• Proactively engage with customers to ensure their satisfaction and gather insights.
• Adhere to service level agreements (SLAs) to ensure efficient problem resolution.
• Participate in team meetings and training sessions to enhance product knowledge and support skills.

• Respond promptly and professionally to customer inquiries via email, phone, and chat.
• Troubleshoot and resolve customer issues effectively, escalating complex problems to the appropriate departments when necessary.
• Provide accurate information about products, services, and company policies.
• Guide customers through product features, usage, and troubleshooting steps.
• Maintain detailed records of customer interactions, transactions, comments, and actions.
• Identify opportunities to improve customer satisfaction and retention.
• Contribute to the development of customer support documentation and FAQs.
• Collaborate with internal teams to ensure a seamless customer experience.
• Process customer requests and orders accurately and efficiently.
• Gather customer feedback and report on trends to inform product and service improvements.

• Previous experience in a customer service or technical support role is highly desirable.
• Excellent verbal and written communication skills, with a clear and friendly tone.
• Strong problem-solving abilities and a patient, customer-centric attitude.
• Ability to multitask and manage time effectively in a fast-paced, remote environment.
• Proficiency with CRM software and helpdesk ticketing systems.
• Tech-savviness and the ability to quickly learn new software and products.
• A proactive approach to identifying and resolving customer needs.
• High school diploma or equivalent; further education or certifications are a plus.
• Ability to work independently and as part of a remote team.

• Respond promptly and professionally to customer inquiries via phone, email, and live chat.
• Diagnose and resolve customer issues effectively and efficiently, escalating complex problems to senior staff when necessary.
• Provide accurate information regarding products, services, and policies.
• Maintain detailed and accurate records of customer interactions and transactions in the CRM system.
• Identify opportunities to improve the customer experience and provide feedback to management.
• Assist customers with onboarding processes, troubleshooting, and general inquiries.
• Build and maintain strong customer relationships through positive and supportive interactions.
• Adhere to service level agreements (SLAs) and departmental key performance indicators (KPIs).
• Continuously update knowledge of products, services, and company procedures.
• Contribute to team efforts by working collaboratively and sharing best practices.

• Previous experience in a customer service or support role is highly desirable.
• Exceptional communication skills, including active listening, clear articulation, and empathy.
• Strong problem-solving abilities and a methodical approach to issue resolution.
• Proficiency in using computer systems, including CRM software and standard office applications.
• Ability to remain calm and professional under pressure.
• Strong organisational skills and the ability to manage multiple tasks simultaneously.
• A genuine desire to help customers and a positive attitude.
• Ability to work effectively both independently and as part of a team.
• Knowledge of basic IT troubleshooting is a plus.
• Flexibility to work various shifts as required by the business needs.

• Respond to customer inquiries and resolve issues promptly and professionally across multiple communication platforms (phone, email, chat).
• Provide accurate information about products and services.
• Troubleshoot and diagnose customer problems, escalating complex issues to the appropriate departments.
• Maintain detailed records of customer interactions, transactions, comments, and actions.
• Follow communication procedures, guidelines, and policies.
• Identify and suggest improvements to customer service processes.
• Assist with customer feedback collection and analysis.
• Build sustainable relationships and trust with customers through open and interactive communication.
• Ensure a high level of customer satisfaction is maintained at all times.
• Proactively identify potential customer issues and offer solutions.
• Stay informed about product updates and company policies.
• Contribute to team goals and objectives.

• Proven customer support experience or experience as a client service representative.
• Excellent communication and interpersonal skills, both written and verbal.
• Strong problem-solving abilities and a calm demeanor under pressure.
• Ability to multitask, prioritise, and manage time effectively.
• Proficiency in using customer support software and CRM systems.
• A patient and empathetic attitude towards customers.
• High school diploma or equivalent; college degree preferred.
• Ability to work independently and as part of a collaborative team.
• Demonstrated ability to learn new products and systems quickly.
• A proactive approach to identifying and resolving customer needs.

• Respond to customer inquiries via phone, email, and chat in a timely and professional manner.
• Diagnose and resolve technical issues, account problems, and general service requests.
• Provide comprehensive product and service information to customers.
• Document all customer interactions and resolutions accurately in the CRM system.
• Escalate complex issues to appropriate internal departments and follow up to ensure resolution.
• Identify trends in customer issues and provide feedback to management for service improvement.
• Assist customers with onboarding processes and guide them through product features.
• Maintain a high level of customer satisfaction through attentive and helpful service.
• Collaborate with team members to share best practices and support shared goals.
• Contribute to building and maintaining strong customer relationships.

• Previous experience in customer service, technical support, or a related role is essential.
• Excellent communication skills, both written and verbal, with a clear and friendly tone.
• Strong active listening and problem-solving abilities.
• Proficiency with CRM software and helpdesk ticketing systems.
• Ability to multitask and manage time effectively in a fast-paced environment.
• A positive attitude and a genuine desire to help others.
• Familiarity with basic IT troubleshooting is a plus.
• Ability to work effectively both independently and as part of a team.
• Flexibility to work a hybrid schedule, splitting time between remote work and our Nottingham office.
• High school diploma or equivalent; further education or certifications are advantageous.