Customer Service Specialist

Location: Bracknell, Berkshire
Salary: £28,000 - £35,000 per annum
Working Pattern: Full-time, office-based / 5 days per week in the office
Experience: Minimum 2 years' relevant experience

The Opportunity

We are recruiting for a Customer Service Specialist to join a growing international business operating within the mobile technology and consumer electronics sector.

The business specialises in the distribution of pre-owned and refurbished mobile devices, working with leading consumer technology brands and retailers to deliver a range of customer programmes, including mobile phone trade-ins, device buy-backs and refurbished device sales.

This is an excellent opportunity for an experienced customer service professional to join a growing team, supporting customers across the UK and wider EMEA region.

You will be responsible for delivering an excellent customer experience across telephone, email and live chat, handling enquiries, resolving complaints and managing queries relating to orders, trade-ins, payments, returns and warranties.

Key Responsibilities

• Provide customer support via telephone, email and live chat across multiple customer programmes.
• Handle enquiries relating to mobile device trade-ins, buy-backs, refurbished device sales and associated services.
• Support customers throughout the trade-in process, including submissions, device receipt, inspections and valuations.
• Respond to queries regarding orders, payments, refunds, credits and payment status.
• Manage returns, replacements and warranty claims, ensuring cases are resolved efficiently.
• Take ownership of customer complaints, providing timely resolutions and escalating more complex issues where necessary.
• Work towards customer service KPIs, including service levels, response times and first-contact resolution.
• Accurately record customer interactions, enquiries and outcomes within the relevant ticketing systems.
• Liaise with internal departments, including logistics, quality control and finance, to resolve outstanding customer queries.
• Follow established procedures and ensure compliance with data protection requirements, including UK GDPR.
• Identify recurring customer issues and recommend improvements to processes and service delivery.

About You

To be successful in this role, you will ideally have:

• At least 2 years' experience within a customer service or contact-centre environment.
• Excellent written and verbal communication skills.
• Experience handling customer enquiries across telephone, email and live chat.
• A strong understanding of customer service KPIs and working towards performance targets.
• Experience using ticketing systems or customer relationship management (CRM) software.
• The ability to manage multiple enquiries and processes simultaneously.
• A calm, professional and empathetic approach when dealing with customer complaints.
• Strong attention to detail and the ability to accurately maintain customer records.
• A good understanding of data protection and customer confidentiality.
• Basic knowledge of mobile devices and common smartphone queries.
• Flexibility to work shifts, including occasional weekends and bank holidays on a rota basis.

Desirable Experience

• Experience within the mobile phone, telecommunications, electronics or e-commerce sectors.
• Previous exposure to device trade-in, buy-back, warranty or refurbished technology programmes.
• Experience supporting multiple brands or customer programmes within an outsourced or BPO environment.
• Additional European language skills, such as French, German, Spanish or Italian.
• Knowledge of the Consumer Rights Act 2015.

The Company

You will be joining an established international business operating within the global mobile technology and refurbished device market.

With operations across the UK, Europe, the Americas and Asia-Pacific, the organisation works with major technology manufacturers, retailers and commercial partners to extend the lifecycle of mobile devices and support the growing secondary technology market.

The business has an entrepreneurial culture, placing real emphasis on teamwork, flexibility, accountability and continuous improvement. As its customer programmes continue to expand, this is an exciting opportunity to become part of a growing operation.

Robert Half Ltd acts as an employment business for temporary positions and an employment agency for permanent positions. Robert Half is committed to diversity, equity and inclusion. Suitable candidates with equivalent qualifications and more or less experience can apply. Rates of pay and salary ranges are dependent upon your experience, qualifications and training. If you wish to apply, please read our Privacy Notice describing how we may process, disclose and store your personal data: