Role: Customer Service Specialist
Reports into: Head of Customer Services
Hours: Monday - Friday between 9.00am - 17:00pm
Salary: Up to £28000 per annum
Location: This is a hybrid role based primarily from home. You will be required to work from our Wolverhampton/ Hatfield office two days per week
Brief Overview of Geobear
Geobear is a specialist ground engineering contractor providing rapid, long-lasting solutions to problems of sinking and settling foundations, slabs and infrastructure. We improve and strengthen soils and infill using expanding geopolymers. We are a worldwide organisation and have been working in the UK for almost 40 years.
Role KPI’s:
- Responding to clients in Whatsapp in 1 hour
- Booking site visits
- Communicating with customers via email within 24 hours of receipt
- <10% inbound call abandonment rate
- 90% call compliance rate
- Ensuring any call backs are undertaken the day they are received
- Working collaboratively to ensure customer portal messages are responded to within 24 hours of receipt
The Role: What You’ll Do
As a key member of our team, you will drive the initial customer experience and keep our operations running smoothly. Your core responsibilities include:
- Lead Management: Accurately input B2B and B2C enquiries from emails, calls, and webforms into Salesforce.
- Booking site visits
- Manage Communications with clients via Whatsapp
- Sales Support: Qualify sales opportunities and strategically schedule appointments for the sales team.
- Account Ownership: Manage enquiries for private, B2B, and insurance clients across multiple channels, ensuring every customer feels heard and valued.
- End-to-End Communication: Take full ownership of the customer journey, providing proactive updates from initial query to resolution.
- Administrative Excellence: Execute all project-related admin with precision, including the management of insurance claims and complaints.
- Quality Control: Identify and escalate service delivery gaps to ensure we maintain our high standards.
- Agility: Tackle ad-hoc tasks as they arise with a flexible, "can-do" approach (full training provided).
About You: Skills & Mindset
We value attitude and experience over formal qualifications. We want to hear from you if you are a customer-centric professional who fits the following profile:
- Proactive and able to be persuasive over the phone
- Having natural urgency to follow up
- Organised and pedantic to follow up all tasks in Salesforce with deadlines and responsibilities
- KPI Driven: You are motivated by clear targets and thrive in a fast-paced environment. You have a genuine passion for high-volume call handling and take pride in "beating the clock" without sacrificing quality. For you, a missed KPI is a missed opportunity to help a customer.
- Tech-Savvy: You learn new systems quickly; while full training is provided, prior experience with Salesforce or Claims Handling is a major advantage.
- Independent yet Collaborative: You are a self-starter who thrives with autonomy while working remotely, but you never hesitate to jump in and support the team.
- Resilient & Reliable: You remain focused in a home-office environment and take pride in being a dependable point of contact. You understand that Geobear customers are often dealing with stressful property issues. You remain calm under pressure, stay focused in a home-office environment, and take personal pride in being a steady, dependable point of contact for worried homeowners.
- Problem Solver: You don't need to be an expert in ground engineering—we’ll teach you the science—but you must be an independent thinker with a strong work ethic. We need your intellectual curiosity and work ethic. You are someone who looks for solutions rather than just reporting problems, using your initiative to keep projects moving forward.
- Communications Specialist: You possess a "can-do" attitude and a professional phone manner. Whether you are speaking to a residential B2C customer or a professional B2B partner, you adapt your tone to provide a premium, seamless experience at every touchpoint.
The customer service role can evolve to a residential sales role after high performance in 3-5 years.
YOUR CAREER PATH: FROM CUSTOMER SERVICE TO RESIDENTIAL SALES
At Geobear, we believe the best salespeople are built from the inside out. This role is not just a job — it's a genuine launchpad for a career in residential sales. Every day you'll be developing the exact skills our top-performing Area Managers rely on: deep product knowledge from handling hundreds of enquiries, consultative communication from supporting homeowners through stressful property issues, Salesforce mastery, and a sharp commercial eye from qualifying opportunities for the sales team.
After demonstrating consistent high performance over 3–5 years — hitting your KPIs, showing strong commercial instinct, and bringing a proactive, solutions-oriented mindset — there is a clear pathway to progress into a Residential Area Manager role. That means owning a territory, conducting site visits, delivering quotes, and managing your own pipeline from first contact to close. We don't promote on tenure alone — we promote people who show they're ready.