Customer Service Lead SpecialistLocation: NewburyContract Type: Temporary OngoingHours: 17.5 hours per week, Wednesday - Friday2 full days (7 hours each)1 half day (3.5 hours)Flexibility on which day is the half day and working hours for that dayPay Rate: 13.50 per hourPosition SummaryThe Lead Specialist is a role within the customer service team, responsible for managing service-related customer requests, overseeing contracts and mentoring team members.This position plays a key role in ensuring efficient and high-quality support, contributing directly to the company''s success.Key ResponsibilitiesManage repair and work ordersOrganise returns and collections, handle proof of delivery and pricing queriesRespond to incoming emails and phone calls professionallyMaintain communication with internal and external customersInvestigate and resolve invoice and billing disputesSupport colleagues across multiple service processes and technical areasMentor and assist in training junior team membersRequired Qualifications and ExperienceEssential:Minimum 5 years'' experience in customer serviceStrong communication skillsProven ability to adapt to various customer needs and challengesProficiency in Microsoft Excel, Outlook, and WordSolid experience working with ERP systemsPreferred:Additional education in a related fieldUnderstanding of service and maintenance workflowsKnowledge of good documentation practices and retention policiesExperience resolving customer complaintsKey CompetenciesCal