Customer Care Specialist

Key Responsibilities

• Handle inbound and outbound customer queries across phone, email, live chat, and social media
• Guide customers confidently through their journey, providing clear, helpful advice
• Resolve issues efficiently while delivering a high-quality, empathetic customer experience
• Take ownership of problems and dig deeper to understand root causes to prevent repeat issues
• Work closely with suppliers and internal teams to ensure seamless service delivery
• Manage complaints with professionalism, empathy, and a solutions-focused mindset

What We're Looking For

• A genuine passion for putting customers first and doing the right thing
• Strong problem-solving skills, with the curiosity to ask 'why' and look beyond the surface
• Excellent communication and active listening abilities
• High attention to detail and the ability to manage multiple tasks effectively
• A positive, proactive attitude and team-oriented mindset
• Previous experience in customer service, contact centre, or retail support is preferred

Location & Working Pattern

• Based in Edinburgh (Stockbridge area)
• Hybrid working available after initial training, with 2 days working from home
• 4-week initial training period on-site
• 1 in 3 Saturdays required after training

Why This Role?

This is more than a customer service role. It is an opportunity to be part of a business that treats its customers as its champions.