Customer Service Specialist

Description

We are hiring a Customer Service Specialist to join the Commercial team at FlexiTog. It is a hybrid role based in Norwich.

At FlexiTog, it’s all about helping people perform at their best in some of the toughest working environments. The business specialises in insulated workwear and PPE and operates across the UK, Netherlands and Germany.

This role sits at the heart of the customer journey, combining customer insight, issue resolution, service improvement and outbound engagement.

This is a hands-on role for someone who enjoys solving customer problems, understands the commercial value of a great customer experience and can turn data into action.

Key Responsibilities

• 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.

Skills, Knowledge and Expertise

• 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

• 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

Instant Impact is managing the recruitment process for this role on behalf of FlexiTog.

Instant Impact helps organisations turn talent into a competitive advantage. We do this through two core solutions:

• Impact Talent: our embedded recruitment solution that blends expert in‑house teams with a modular, AI‑powered tech stack to build high‑performing TA functions and deliver consistent hiring outcomes.
• Impact X: our Executive Search solution, designed to connect organisations with exceptional senior leaders who drive transformation and growth.

How We Work:

At Instant Impact, our approach is shaped by three core principles that guide everything we do:

• Growth Mindset: We believe in continuous improvement, for ourselves, our teams, and our clients. Every challenge is a chance to learn, innovate, and raise the bar.
• Accountability: We own our commitments. From hitting SLAs to developing our people, we do what we say we'll do and we measure what matters.
• Pace & Collaboration: Speed wins, but not at the expense of quality. We work closely together across teams, with clients, and with candidates to move faster and smarter.