Customer Care Specialist – Permanent

About the role

We are looking for a customer‑focused problem solver to join our technology business in Peterlee. As a Customer Care Specialist you will be the primary point of contact for customers, helping them resolve product queries, troubleshoot issues and maximise the value of our solutions.

Key responsibilities

• Manage, assign and escalate support tickets to ensure timely resolution.
• Provide product guidance and troubleshooting via phone, email and online systems.
• Build strong relationships with customers and act as a trusted advisor.
• Make proactive outbound calls for support, training and feedback collection.
• Coordinate with technical and project teams to resolve complex issues.
• Support onboarding and ensure customers fully utilise our products.
• Maintain accurate records of interactions and resolutions.
• Identify opportunities to improve the customer experience and internal processes.

Required profile

• Enjoys working with people and thrives in a busy environment.
• Strong problem‑solving ability and natural curiosity.
• Previous experience in customer service, support or technical support.
• Excellent verbal and written communication skills.

Required skills

What we offer

• £30,000 salary on a permanent contract.
• 25 days annual leave plus bank holidays.
• Private medical insurance and health cash plan.
• Life assurance and enhanced maternity/paternity pay.
• Annual discretionary bonus, Christmas bonus and paid volunteering leave.
• Pension scheme, employee referral programme and free onsite parking.
• Excellent kitchen facilities and regular social events.