Customer Service Specialist

The advertised position will report into our Head of Customer Services

Hours
:
Monday - Friday between 9.00am - 17:00pm

Salary
:
Up to £28000 per annum

Location
:
This is a hybrid role based primarily from home. You will be required to work from our Wolverhampton office one day per week

Brief Overview of Geobear

Geobear is a specialist ground engineering contractor providing rapid, long-lasting solutions to problems of sinking and settling foundations, slabs and infrastructure. We improve and strengthen soils and infill using expanding geopolymers. We are a worldwide organisation and have been working in the UK for almost 40 years.

The Role: What You’ll Do

As a key member of our team, you will drive the initial customer experience and keep our operations running smoothly.

Core responsibilities include:

• Lead Management: Accurately input B2B and B2C enquiries from emails, calls, and webforms into Salesforce.
• Sales Support: Qualify sales opportunities and strategically schedule appointments for the sales team.
• Account Ownership: Manage enquiries for private, B2B, and insurance clients across multiple channels, ensuring every customer feels heard and valued.
• End-to-End Communication: Take full ownership of the customer journey, providing proactive updates from initial query to resolution.
• Administrative Excellence: Execute all project-related admin with precision, including the management of insurance claims and complaints.
• Quality Control: Identify and elevate service delivery gaps to ensure we maintain our high standards.
• Agility
  :
  Tackle ad-hoc tasks as they arise with a flexible, "can-do" approach (full training provided).

About You: Skills & Mindset

We value attitude and experience over formal qualifications. We want to hear from you if you are a customer‑centric professional who fits the following profile:

• KPI Driven: You are motivated by clear targets and thrive in a fast‑paced environment. You have a genuine passion for high‑volume call handling and take pride in "beating the clock" without sacrificing quality.
• Tech‑Savvy: You learn new systems quickly; while full training is provided, prior experience with Salesforce or Claims Handling is a major advantage.
• Independent yet Collaborative: You are a self‑starter who thrives with autonomy while working remotely, but you never hesitate to jump in and support the team.
• Resilient & Reliable: You remain focused in a home‑office environment and take pride in being a dependable point of contact. You understand that Geobear customers are often dealing with stressful property issues.
• Problem Solver: You don't need to be an expert in ground engineering—we’ll teach you the science—but you must be an independent thinker with a strong work ethic.
• Communications Specialist: You possess a "can-do" attitude and a professional phone manner. Whether you are speaking to a residential B2C customer or a professional B2B partner, you adapt your tone to provide a premium, seamless experience at every touchpoint.

Role KPI’s:

• Communicating with customers via email within 24 hours of receipt
• 10% inbound call abandonment rate
• 90% call compliance rate Ensuring any call backs are undertaken the day they are received
• Working collaboratively to ensure customer portal messages are responded to within 24 hours of receipt