Customer Service Support Specialist

Location: Office based, Poole, Dorset, BH12 4NU

Working Hours: 40 hours per week, Monday – Friday

Type: Full-time | Permanent

At DDC
, we are industry leaders in infection control solutions, delivering cutting-edge technology and outstanding service to the healthcare and care sectors. With over 30 years of experience, our mission is to support organisations in maintaining the highest hygiene standards, helping to protect patients, residents, and staff from the risks of infection.

Our vision is clear:
Protecting Lives Through Smarter, Safer Healthcare
.

We are looking for a proactive, confident and customer focused individual to join our small, but busy, customer services team. This is not a back-office admin role – we need someone with proven frontline customer services experience who can handle a variety of customer interactions, manage contracts, resolve complaints and ensure that every customer touchpoint reflects our commitment to Customer Excellence.

You will be at the heart of the Company, liaising with internal teams and external customers helping to keep things running smoothly.

• Handling inbound and outbound calls to customers and internal teams with professionalism and confidence
• Managing customer accounts including ongoing contract support and renewals
• Taking ownership of customer issues and seeing them through to resolution
• Proactively following up on customer interactions and identifying opportunities for service improvement
• Creating accurate quotes, and processing orders
• Logging and resolving customer complaints in line with our internal processes
• Supporting field engineers with scheduling and customer updates
• Training and mentoring new team members
• Maintaining accurate customer records and service logs using SAP B1 and internal systems
• Supporting improvement initiatives and contributing ideas to improve the customer experience
• Any other reasonable tasks that may reasonably be required to support team and business needs.

• Minimum two years’ experience in a frontline Customer Services role
• Proven background in managing complex customer interactions, not just administrative tasks
• Experience in contract support or service coordination is a strong advantage
• SAP B1 experience is desirable but not essential

• Excellent phone manner and confidence dealing with a wide range of customers
• Skilled in complaint resolution and sensitive customer communication
• Strong organisational skills and attention to detail
• Able to juggle multiple priorities in a fast-paced environment
• Comfortable working both independently and collaboratively
• A logical problem solver who remains calm under pressure
• Proficient in Microsoft Office (Outlook, Excel, Word, Teams)
• Clear, professional communication skills (written and verbal)
• Enthusiastic, dependable, and solutions-focused

25 days Holiday (increasing to 26 after 2 years, 27 after 4 years and 28 after 5 years)