Customer Service Specialist

Job Description

CUSTOMER SERVICE SPECIALIST – LUXURY

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An exciting opportunity has arisen for a Customer Service Specialist to join a prestigious luxury brand based in Glasgow. We're looking for a brand ambassador who combines exceptional communication skills, commercial awareness, and a passion for delivering a seamless, luxury-standard customer experience.

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Start Date: 21st September 2026

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Salary: £26,227 basic salary, with the opportunity to earn up to £30,727 OTE through a performance-based bonus scheme.

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• Hourly Rate: £13.45ph

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• Performance Bonus: Up to £375 per month based on performance

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Working hours: 37.5 hours per week, 5 days per week.

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Shift Pattern: Hybrid Working from our Glasgow Office

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• Weekdays: Rotating shifts between 08:00 – 18:30

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• Weekends: Shifts: 09:00 – 15.00

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Where: Glasgow City Centre Location – Up to 3 weeks office-based then when you have been signed off from training and are deemed competent, there is the option to work on a Hybrid basis.

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Attendance: No holiday will be permitted during the training period.

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Job Responsibilities:

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• Deliver a luxury-standard customer experience across phone, email, and webchat, ensuring every interaction reflects the values and standards of the brand.

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• Manage a diverse range of enquiries from consumers, distributors, charities, sponsorship partners, and luxury brand stakeholders with professionalism, warmth, and confidence.

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• Respond to customer enquiries, requests, and complaints in a timely, empathetic, and solution-focused manner.

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• Resolve customer issues effectively, striving for first-contact resolution while maintaining a calm and composed approach to sensitive or complex situations.

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• Provide accurate and detailed information on products, services, experiences, policies, and procedures.

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• Process bookings while ensuring all consumer records and booking notes are accurately maintained.

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• Identify opportunities to promote and upsell products, services, and experiences based on customer needs, delivering recommendations in an authentic and engaging way.

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• Accurately document customer interactions, transactions, feedback, and complaints within CRM and internal systems, producing reports where required.

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• Navigate multiple systems simultaneously while maintaining exceptional attention to detail and service quality.

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• Escalate complex enquiries or unresolved issues appropriately, ensuring a seamless customer journey and positive outcome.

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• Take ownership of personal learning and development, proactively using available knowledge resources to build expertise across products, experiences, and processes.

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• Act as a passionate brand ambassador, confidently representing the client and adapting your communication style to meet the needs of a diverse customer base.

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Role Requirements:

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• Previous experience in customer service, hospitality, retail, sales, or a luxury brand environment.

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• Excellent written and verbal communication skills with strong attention to detail.

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• Confident building rapport and delivering exceptional customer experiences.

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• Ability to identify customer needs and promote products, services, and experiences naturally.

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• Strong problem-solving skills with a calm and professional approach to complaints and complex enquiries.

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• Experience using CRM systems and managing customer records accurately.

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• Highly organised with the ability to multitask and navigate multiple systems simultaneously.

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• Self-motivated, adaptable, and committed to continuous learning and development.

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• Resilient and able to perform effectively in a fast-paced environment.

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• Passionate about representing a premium brand and delivering a luxury-standard service.

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Benefits:

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• Comprehensive training with experienced trainers

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• Life assurance – 1x basic salary coverage

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• Health Cash Plan – claim back everyday healthcare costs

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• ‘Perks at Work’ – discounts from Apple, M&S, Expedia, and more

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• Colleague Recognition Scheme – become a Huntswood Hero!

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• Regular engagement activities with additional incentives

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• Access to an online Well-being Centre

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• Free fruit, tea, coffee & hot chocolate on site

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• Discounted premium city centre parking

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• Refer a Friend Scheme – earn £1,000 per referral

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• Mentorship program to support career growth

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Why Join Huntswood?

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At Huntswood, our people are at the heart of everything we do. As a trusted Business Process Outsourcer (BPO), we partner with leading brands to deliver exceptional customer experiences and we invest heavily in developing our teams to do just that.

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Whether you join us on a fixed‑term contract or as a permanent employee, you’ll gain variety, career progression, and the support you need to reach your goals.

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Huntswood is now part of ResultsCX, a global leader in Customer Experience Management, giving you even more opportunities to grow in a fast‑moving, forward‑thinking organisation.

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Committed to Inclusivity

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Huntswood, a ResultsCX company, is an equal opportunity employer. We welcome applications from all backgrounds and are proud to be a Disability Confident employer. We guarantee an interview for all disabled applicants who meet the minimum criteria.

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For your safety, please note: Huntswood will only request contact details via email when first reaching out – we will never ask for additional personal information at that stage.

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