45,449 Customer Support Specialist jobs in the United Kingdom

About the job

Customer Support Specialist

Hybrid (located in London)

Full-Time | Salary: £27,000.00

Our client is looking for a Customer Support Specialist to join their award-winning team. You’ll play a key role in delivering outstanding service to Financial Advisers and Policyholders, helping to resolve queries via phone, email, webchat, and post.

What You’ll Be Doing:

• Resolve customer queries at first point of contact via telephone calls, webchats and emails.
• Keep accurate and up-to-date customer records by working through admin tasks.
• Take ownership of issues and see them through to resolution.

Requirements:

• A customer-first mindset and strong communication skills.
• Positivity, energy, and the ability to manage your own workload.
• Team spirit and resilience when dealing with challenging queries.
• Experience in customer service.

Why Join?

• Private Medical Insurance with rewards for yourself with discounted rates for your family members
• Competitive Company Pension Scheme

Access to several employee discounted schemes to suit your lifestyle including but not limited to:

• Private dental insurance
• Electric Vehicle Salary Sacrifice Scheme
• Cycle to Work scheme
• Comprehensive Europe and Worldwide Travel Insurance
• Medical Cash Plan
• Gym memberships
• Access to 24/7 GP service for you and your family
• 25 days holiday with the option to purchase more

• Respond to customer inquiries and provide timely and accurate information.
• Resolve customer issues and complaints with professionalism and efficiency.
• Troubleshoot product or service problems and guide customers through solutions.
• Document customer interactions and resolutions in the CRM system.
• Escalate unresolved issues to the appropriate internal teams.
• Educate customers on product features and benefits.
• Contribute to building strong customer relationships.
• Adhere to company policies and customer service standards.
• Identify opportunities to improve the customer experience.

• Proven customer support or client service experience.
• Excellent verbal and written communication skills.
• Strong listening and problem-solving abilities.
• Patience and empathy when dealing with customers.
• Ability to manage time effectively and handle multiple inquiries simultaneously.
• Proficiency in using customer service software and tools.
• Self-motivated and able to work effectively in a remote team environment.
• High school diploma or equivalent; further education is a plus.

• Responding promptly and professionally to customer inquiries via phone, email, and chat.
• Providing accurate information about products, services, and company policies.
• Troubleshooting and resolving customer technical issues and complaints.
• Guiding customers through product usage and features.
• Processing customer orders, returns, and account updates.
• Escalating complex issues to appropriate departments or senior team members.
• Maintaining detailed records of customer interactions and transactions.
• Identifying opportunities to improve customer service processes and user experience.
• Gathering customer feedback and reporting trends to management.
• Building strong relationships with customers to foster loyalty and retention.

• Previous experience in a customer service or technical support role is preferred.
• Excellent verbal and written communication skills.
• Strong problem-solving and analytical abilities.
• Proficiency with CRM software and helpdesk systems.
• Patience, empathy, and a customer-centric attitude.
• Ability to multitask and manage time effectively.
• High school diploma or equivalent; further education or certifications are a plus.

• Respond to customer inquiries and resolve issues via phone, email, and chat in a timely and professional manner.
• Provide information about products and services, assisting customers with their needs.
• Troubleshoot technical problems and guide customers through solutions.
• Process customer requests, such as order updates, returns, and account changes.
• Maintain accurate customer records and document all interactions in the CRM system.
• Identify and escalate complex issues to appropriate departments for resolution.
• Contribute to team goals and objectives by meeting performance metrics.
• Provide feedback to management on customer concerns and suggestions for improvement.
• Continuously enhance product knowledge to offer the best possible support.

• Previous experience in a customer service or helpdesk role is preferred.
• Excellent communication, listening, and interpersonal skills.
• Strong problem-solving abilities and the capacity to think on your feet.
• Familiarity with CRM software and helpdesk ticketing systems.
• Proficiency in basic computer applications.
• Ability to remain calm and patient under pressure.
• A collaborative spirit and willingness to work effectively within a team.
• A commitment to delivering an exceptional customer experience.
• Adaptability to a hybrid working environment.

At BUUK Infrastructure, our vision is to be the leading utility partner to accelerate the UK towards net zero for all our customers. Our group of companies has been the major drive for change and innovation over 30 years.

We provide a supportive environment that is committed to enabling our people to be the best ensuring they feel proud to be themselves and part of BUUK Infrastructure.

FibreNest, p.

WHJS1_UKTJ

What We’re All About at Kroo

Kroo has a big vision. To be the first bank that is both trusted and loved by its customers. We’re helping people take control of their financial future and achieve their goals, whilst making a positive impact on the planet.

Here at Kroo, doing what is right is in our DNA. We act with integrity, transparency and honesty. We think big, dream big, and relentlessly pursue our goals. We like to be bold, break new ground, and we never stop learning. But most importantly, we are on this journey together.

As a Customer Support Specialist, you'll be the first point of contact for our customers and you’ll be helping solve any queries and help troubleshoot any problems. Put simply, our Customer Support Specialists are the digital face of Kroo!

We believe our people and culture are what makes Kroo different, so we’re keen to promote people development within the company so you’ll also get the chance to broaden your skill-set and experience. We work in cross-functional collaborative teams, so you’ll also work alongside our product teams and developers to improve the customer experience on a day-to-day basis as well as the wider organisation.

The Kroo is growing and we’d love to hear from you if you’re interested in joining us in our journey.

Here's what you will be doing:

• Provide and maintain exceptionally high levels of customer service via live chat, email, phone and social media
• Be the first port of call for customer complaints and concerns to make sure that they're treated fairly
• Show proactiveness and ownership skills to solve customer problems
• Proactively spot patterns in the frustrations or hopes of our customers, seeing where we can change our processes, tools or product to serve them better
• Identify customers who might be vulnerable and ensure we support them when needed
• Work closely with our financial crime team to act as the first line of defence to help spot and investigate trends
• Understand, prioritise and escalate customers' feedback and feature requests to the product team
• Support other members in the Operations team by being a point of contact and mentoring new joiners.

Requirements

We’re looking for someone who:

• Has front line or back office banking experience
• Has experience in customer service in the financial services industry
• Is interested in how technology can improve people's lives
• Enjoys the startup environment
• Is customer focused
• Has a high level of organisation
• Has excellent written and verbal communication skills
• Has a high level of empathy and the ability to connect with other people

Benefits

What we offer:

At our cutting-edge fintech company, we know that attracting and retaining the best talent means offering top-notch benefits that help our employees thrive both in and outside of work. Check out what we currently offer:

• Generous holiday time: 25 days annual leave, 8 bank holidays, 1 Kroo bank holiday (June 24th), and 1 day off during the week of your birthday.
• Personal days: We know that life can be unpredictable, so we offer 3 personal days to use as needed.
• Employer-sponsored volunteer program: We're passionate about giving back to our community, and we support our employees in doing the same with up to 4 hours per month of employer-sponsored volunteer time.
• Mental health support: We care about the mental health of our team members and offer access to Spill, our mental health support partner.
• Workplace pension: We want you to feel secure about your future, so we offer a workplace pension with a 5% employee contribution and a 3% employer top-up.
• Top-notch equipment: We provide top-of-the-line equipment necessary for smooth hybrid work, including a MacBook laptop. Additionally, we also offer support in establishing your home office by contributing towards your setup if required.
• Modern office: When you're in the office, you'll enjoy access to our modern, bustling workspace in Central Manchester.
• Cycle to Work scheme: We encourage sustainable transportation with our Cycle to Work scheme.
• Electric Car scheme: We're committed to reducing our carbon footprint, and our Electric Car scheme makes it easy for our employees to do the same.
• Enhanced parental leave: We know that family comes first, and we offer an enhanced parental leave policy to support our employees in starting and growing their families.
• Room for growth: As a fast-paced, high-growth start-up, we're dedicated to providing our employees with room to grow and excel.
• You get full healthcare for you and your nuclear family via Vitality.

About Our Process:

We can be flexible with the structure of our interview process if someone's circumstances or timescales require it but our general structure is:

• People screen and quiz interview - 45 mins
• Technical interview challenge with the hiring manager - 45 mins
• Head of division interview - 45 mins

Successful candidates after the technical stage will be invited to informally meet the team in person and see our fantastic offices. Please let us know if you have any specific requirements or need assistance so we can be as accommodating as possible for you.

Hybrid Working:

At Kroo Bank, we embrace a hybrid policy that grants individuals and teams a considerable level of autonomy regarding office usage, maximising productivity. Our office in Manchester is a splendid space that serves as a valuable and potent resource when utilised appropriately. Presently, we follow a blended working model, where employees are expected to work in the office for 1-2 days a week. Therefore, candidates who are able to occasionally commute to the office align best with our current work practices. Please bear in mind that this position entails working shifts over 5 days, totalling 37.5 hours per week. The shift schedule will be provided well in advance, typically spanning from 6 am to 10 pm.

Diversity and Inclusion:

We wholeheartedly uphold our commitment to fostering a diverse and inclusive workplace. Every employee is highly regarded, respected, and supported without any form of judgement or prejudice. We consider Diversity, Equality, and Inclusion as fundamental pillars guiding our path in all aspects of our bank. We also ensure that reasonable adjustments are made available to all candidates throughout the recruitment process.

To all Recruitment Agencies:

At Kroo Bank, agency resumes are strictly prohibited. Do not submit agency resumes or forward them to our job advertisements or Kroo Bank employees. Be aware that Kroo Bank will not assume any responsibility for fees incurred due to unsolicited resumes.

To ensure a fair and efficient application process, all candidates are kindly requested to submit their applications directly through the advertised platform. We kindly ask that you refrain from reaching out to the company or its employees via email, LinkedIn, or any other communication channels for inquiries or updates. Please note that any attempts to contact us through these channels will not receive a response. Thank you for your understanding and cooperation.

• Provide exceptional technical support to customers via multiple channels (phone, email, chat).
• Diagnose and resolve software-related issues promptly and efficiently.
• Guide customers through product features, functionalities, and troubleshooting steps.
• Escalate unresolved issues to appropriate technical teams and follow up on resolution.
• Maintain detailed and accurate records of customer interactions and technical issues.
• Contribute to the knowledge base by documenting common issues and solutions.
• Identify trends in customer issues and provide feedback to product development teams.
• Ensure high levels of customer satisfaction through effective communication and problem-solving.
• Stay updated on product knowledge and technical advancements.
• Collaborate with sales and technical teams to ensure a seamless customer experience.

• Proven experience in a technical support or customer service role, preferably in software.
• Strong understanding of software applications, operating systems (Windows, macOS), and common troubleshooting techniques.
• Excellent verbal and written communication skills.
• Patient, empathetic, and customer-focused attitude.
• Strong analytical and problem-solving abilities.
• Ability to manage multiple tasks and prioritize effectively.
• Familiarity with CRM and ticketing systems.
• Willingness to learn new technologies and software products.
• Ability to work effectively in a hybrid work environment.

Aftersales Customer Support Specialist



What the role involves

In this position, you'll be the first point of contact for customers making enquiries about servicing and repairs, whether by phone, online, or other digital channels. You'll manage incoming queries, follow up on leads, and run outbound campaigns to keep customers informed and engaged. By listening to their needs, you'll offer relevant solutions and, where appropriate, promote additional products or services to enhance their ownership experience.



What we're looking for

You'll have a confident and friendly communication style, with the ability to build rapport quickly over the phone and online. Experience in a customer-facing role is essential, ideally within a premium or high-service environment. Strong organisational skills, the ability to manage multiple tasks, and a genuine passion for great service are key. While knowledge of the motor trade is an advantage, full training will be provided.

Along with a competitive salary and a supportive working culture, we offer:

30 days' holiday (including bank holidays)
An extra day off for your birthday
Contributory pension scheme
Free eye-care vouchers
Life assurance (three times your base salary)
24/7 mental health support
Access to online discounts and rewards
Long-service recognition (5, 10, 15, 20, 25 years)
Cycle to Work scheme
500 colleague referral bonus
Discounts on parts, servicing, MOTs, vehicles, and motorcycles
Manufacturer training to support your development
Clear career progression pathways with coaching and support


References available on request.