Customer Service Specialist - Forward Role : Job Details

Customer Service Specialist – Sports Memorabilia Brand

Location: On-site in Hartlebury, KidderminsterSalary: £40,000 – £45,000 per yearHours: Full-time

Benefits:

• Performance bonuses and growth incentives

• Company pension

• Casual dress code

• Employee discount & store discount

• Free on-site parking

• Regular company events

• The chance to grow your career with a market leader in sports memorabilia

• A front-row seat as the business scales into a worldwide brand

Join a world-class sports memorabilia brand.Are you a high-performing customer service professional with a passion for sport and creating memorable customer moments? Do you thrive in a fast-paced environment where every interaction matters and every response is a chance to deliver an exceptional experience?

We’re looking for a Customer Service Specialist to join our ambitious, high-growth team — someone who is not just experienced, but driven to become the best in the industry. This is your chance to take on a senior, hands-on role in one of the most exciting and authentic sports brands in the world.

The key responsibilities of Customer Service Specialist:

• Liaise with our customers through email, messaging, and phone, delivering accurate information and professional support.

• Resolve customer complaints or concerns promptly, efficiently, and with empathy.

• Maintain our world-class Trustpilot rating by ensuring consistently high customer satisfaction.

• Build long-term relationships with new and existing customers, creating loyalty and trust.

• Perform accurate data entry to maintain customer service delivery times.

• Track and resolve issues with couriers, ensuring deliveries are managed effectively.

• Be flexible in your approach — including occasional support outside of standard hours when required.

The key skills and experience needed to be our Customer Service Specialist:

• Proven experience in a customer service role, ideally in a fast-paced ecommerce, retail, or consumer-focused environment.

• Strong communication skills — calm, confident, and professional under pressure.

• Excellent problem-solving skills with the ability to resolve issues quickly and effectively.

• Highly organised, with strong attention to detail and accurate data entry skills.

• A proactive, solutions-focused approach with the drive to “go the extra mile”.

• Experience managing escalated customer queries or complaints.

• A passion for sport and enthusiasm for working in a brand that partners with the world’s biggest stars.

As an industry leading, nationwide Marketing, Digital, Analytics, IT and Design recruitment agency, we are continually receiving new assignments to work on, so keep a close eye on our website, Facebook, LinkedIn and Twitter pages for a full list of current permanent and interim opportunities as well as marketplace news and fun stuff.Forward Role is operating as an employment agency.