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Instant Impact

Customer Service Specialist

Instant Impact

. Analyse customer feedback, NPS, CSAT and complaints to identify trends and areas for improvement.

Posted 11/9/2026full-timeNorwich • United KingdomMid-LevelSenior💰 £28,000 - £30,000 per yearWebsite

Core Competencies

Role fit
Core Competencies

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Demonstrates expertise in analyzing customer feedback and service metrics to enhance customer experience and retention. Proficient in resolving customer issues and identifying upsell opportunities while effectively utilizing CRM systems.

Highest-signal resume keywords
Customer Service ExperienceCRM Systems ProficiencyAnalytical SkillsStrong Communication SkillsProblem-Solving Skills

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills
Customer Feedback AnalysisNPS MeasurementCSAT EvaluationComplaint HandlingSales SupportUpsellingCross-SellingService Performance MonitoringCustomer Interaction Recording
Soft Skills
Confident Customer InteractionCommercial Conversation Handling
Industry Keywords
Customer ExperienceCustomer Journey ImprovementCustomer RetentionCustomer Data Management

About the role

Key responsibilities & impact
  • Analyse customer feedback, NPS, CSAT and complaints to identify trends and areas for improvement.
  • Resolve customer issues and support effective complaint handling.
  • Make outbound calls to existing and prospective customers to support retention, re-engagement and sales.
  • Identify appropriate upsell and cross-sell opportunities.
  • Monitor service performance and help improve customer journeys and processes.
  • Accurately record customer interactions and outcomes in CRM systems.
  • Report to the Head of Customer Experience.

Requirements

What you’ll need
  • Experience in customer service, customer experience, sales or a similar customer-facing role.
  • Confident speaking with customers, including handling commercial conversations.
  • Comfortable working with customer data, feedback and service metrics.
  • Experience using CRM systems.
  • Strong communication, problem-solving and analytical skills.
  • An additional language is a big plus, but not essential.

Benefits

Comp & perks
  • Competitive salary
  • 25 days’ holiday
  • Statutory pension
  • The flexibility of hybrid working
  • Opportunity to join a small, collaborative Customer Experience team
  • A varied role combining customer engagement, insight and service improvement