Job Description

Customer Service Specialist

Location: West Malling
Contract: Fixed Term (12 Months) and Permanent

The Opportunity:

We are looking for a professional, customer-focused individual to join our award-winning Customer Service team at an exciting stage in our journey.

This role goes beyond traditional customer support. As a Customer Service Specialist, you will act as a trusted point of contact for customers, providing guidance, resolving enquiries, and helping to deliver positive outcomes through a consultative approach.

You will build strong relationships with customers and stakeholders, work collaboratively across the business, and identify opportunities to enhance the customer experience. This role is ideal for someone who enjoys balancing customer needs with business priorities whilst maintaining a consistently high standard of service.

Key Responsibilities

• Deliver professional, consultative support to customers via telephone and email.
• Build trusted relationships with customers, acting as a valued partner and advocate throughout their journey.
• Manage customer enquiries from initial contact through to successful resolution, taking ownership throughout the process.
• Proactively identify opportunities to enhance the customer experience and improve customer outcomes.
• Work collaboratively with internal departments and external stakeholders to ensure efficient handling of customer requests.
• Navigate multiple systems and processes confidently to investigate and resolve queries.
• Liaise with data providers and third parties to resolve search-related enquiries.
• Communicate clearly and professionally with customers, colleagues, and stakeholders at all levels of the business.
• Support the introduction and development of a customer success mindset across the Customer Service function.
• Balance customer expectations with business requirements, ensuring positive outcomes for all parties.
• Monitor customer feedback, identify trends, and contribute to service improvement initiatives.
• Meet agreed customer service, quality, and productivity KPIs.
• Maintain high Service Quality standards and contribute to continuous improvement activities.
• Develop and maintain a strong understanding of SearchFlow's products, services, systems, and processes

About You:

We are looking for someone who is proactive, professional, and passionate about delivering excellent customer experiences.

You will be an effective communicator who enjoys building relationships, solving problems, and working collaboratively to achieve the best outcomes for customers.

You will have:

• The ability to build rapport quickly and confidently manage conversations with a variety of stakeholders, both internally and externally.
• A customer-centric mindset with a genuine passion for delivering positive outcomes.
• Strong problem-solving skills, with a proactive and solution-focused approach.
• Confidence in handling challenging conversations whilst maintaining professionalism and empathy.
• Excellent organisational skills and the ability to manage multiple priorities effectively.
• A collaborative team player who enjoys working across departments to achieve the best outcomes for customers.
• The ability to influence, engage, and build credibility with customers at varying levels of seniority.
• A commitment to continuous improvement and helping shape the future direction of customer service and customer success within the business.