Customer Service Specialist

Position: Customer Service Specialist

Location: Hybrid (2 days per week in Hatfield)

About Geobear

At Geobear, we’re building something incredible. Established over forty years ago, Geobear is a fast-growing ground engineering contractor working across various market sectors including residential, commercial, and critical infrastructure.

We prioritise our values and provide a place where you can be yourself and thrive. Geobear offers genuine opportunities for development, professional growth, and a remarkable career. Driven by our core SPIRE values (S afety, P artnership, I ntegrity, R espect, E xcellence), we solve complex structural problems beneath the surface, saving asset owners time, disruption, and carbon.

What Sets Geobear Apart

Geobear leads the industry with sustainable and efficient ground stabilisation solutions. Our advanced resin injection technology is a non-disruptive, faster, and more reliable alternative to traditional methods.

• Sustainability: Our eco-friendly solutions significantly reduce carbon footprints compared to traditional concrete underpinning, directly addressing ground stabilisation issues worsened by climate change.
• Efficiency: We deliver projects swiftly with minimal disruption, ideal for homeowners, businesses, and infrastructure operators needing rapid turnaround times.
• Innovation: Continuous innovation ensures state-of-the-art, highly effective, and sustainable engineering solutions.
• Culture: We foster a supportive, dynamic, and inclusive culture where every team member can excel and make a direct impact.

Role Overview

As a Customer Service Specialist at Geobear, you will drive the initial customer experience and keep our operations running smoothly. You will serve as a calm, empathetic, and reliable point of contact for homeowners, business partners, and insurers dealing with stressful property issues - taking full ownership of their journey from initial enquiry through to resolution.

This role is designed as a high-potential launchpad for a long-term career at Geobear. By mastering high-volume customer communications, qualifying sales opportunities, and developing deep product knowledge, high performers have a clear career progression pathway into a Residential Area Manager role within 3 to 5 years.

Key Responsibilities

• 1. Lead Management & Sales Support
• Accurately record B2B and B2C enquiries from phone calls, emails, webforms, and messaging channels into Salesforce.
• Qualify inbound sales opportunities effectively and schedule site visit appointments for the sales team.
• Manage prospective client communications via WhatsApp and online portals, ensuring swift response times.
• 2. Customer Journey & Account Ownership
• Own customer interactions end-to-end for residential, commercial, and insurance clients, providing clear, plain-talking updates.
• Remain calm and supportive under pressure, helping worried homeowners navigate ground subsidence issues with confidence and empathy.
• Adapt communication style to deliver a premium, seamless experience across both residential B2C customers and professional B2B partners.
• 3. Operational Administration & Quality Control
• Execute project-related administration with high attention to detail, including insurance claims processing and complaint management.
• Identify and elevate service delivery gaps promptly to maintain high quality standards across customer touch points.
• Approach ad-hoc administrative and operational tasks with flexibility and a positive, "can-do" mindset.

Key Performance Indicators (KPIs)

• Respond to client WhatsApp messages within 1 hour.
• Book required site visits accurately and efficiently.
• Communicate with customers via email within 24 hours of receipt.
• Maintain an inbound call abandonment rate of under 10%.
• Achieve a 90% call compliance rate.
• Complete all customer call-backs on the day they are received.
• Collaborate with the team to ensure customer portal messages receive responses within 24 hours.

Qualifications & Key Requirements

• Customer Focus & Resilience: Proven background in customer service or claims handling, with a calm, empathetic manner when helping clients through stressful situations.
• Target & KPI Drive: Motivated by clear targets in a fast-paced, high-volume environment, taking personal pride in meeting SLAs without compromising care.
• Communication Skills: Excellent verbal and written communication skills with a confident, persuasive phone manner and strong active listening.
• Technical & System Aptitude: Tech-savvy with a fast learning curve for new systems; prior experience with Salesforce or insurance claims software is a major advantage.
• Organisation & Detail Focus: Highly organised with high attention to detail in logging tasks, setting deadlines, and tracking follow-ups in CRM platforms.
• Self-Motivation & Collaboration: Resourceful self-starter who works well in a hybrid environment while staying fully engaged with team goals.

Don't meet every single requirement? We still want to hear from you. At Geobear, we hire for attitude, potential, and curiosity - we can teach you the rest.

Career Pathway: From Customer Service to Residential Sales

At Geobear, we believe the best commercial leaders grow from within. This position offers a structured progression path into a Residential Area Manager role after 3 to 5 years of consistent high performance. You will build deep technical knowledge, master consultative selling, and gain commercial insight, preparing you to eventually manage your own territory, deliver site quotes, and lead commercial pipelines.

What We Offer

• A competitive basic salary and a generous commission structure.
• Healthcare cash plan.
• Company pension.
• Salary sacrifice car scheme.
• £15 per month towards your gym membership.
• 25 days annual leave plus bank holidays.
• World-class technical and sales training to make you an expert in our solutions.
• PPE and Geobear uniform supplied.
• Opportunities for career progression and promotion.

We welcome applicants from all backgrounds and are happy to make adjustments so you can perform at your best.

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