Customer Service

Customer Service Lead Specialist

Location: Newbury

Contract Type: Temporary Ongoing

Hours: 35.5 hours per week, Monday – Friday

Pay Rate: £14.50 per hour

Position Summary

The Lead Specialist is a role within the customer service team, responsible for managing service-related customer requests, overseeing service contracts and mentoring team members.

This position plays a key role in ensuring efficient and high-quality support, contributing directly to the company’s success.

Key Responsibilities

• Manage repair and work orders
• Organise returns and collections, handle proof of delivery and pricing queries
• Respond to incoming emails and phone calls professionally
• Maintain communication with internal and external customers
• Investigate and resolve invoice and billing disputes
• Support colleagues across multiple service processes and technical areas
• Mentor and assist in training junior team members

Required Qualifications & Experience

Essential:

• Previous experience in customer service
• Strong communication skills
• Proven ability to adapt to various customer needs and challenges
• Proficiency in Microsoft Excel, Outlook, and Word
• Solid experience working with ERP systems

Preferred:

• Additional education in a related field
• Understanding of service and maintenance workflows
• Knowledge of good documentation practices and retention policies
• Experience resolving customer complaints

Key Competencies

• Calm and composed
• Strong problem-solving and decision-making abilities
• Ability to prioritise and organise workload
• High level of customer focus
• Strong team collaborator
• Self-motivated with a proactive, solution-oriented mindset

If you’re looking for an opportunity where you can make an immediate impact in a lead-level role, we’d love to hear from you.

The Adecco Group UK & Ireland is an Equal Opportunities Employer.

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