Your future job
The Customer Service Specialist serves as the backbone of the customer service function, providing expert product and technical support while acting as the critical bridge between Customer Service and the Technical Department. This role ensures that all customer facing teams have access to accurate, current, and actionable technical information, enabling them to deliver confident, high quality support. By analysing technical queries, product claims, and recurring issues, the Specialist drives continuous improvement across the organisation. The position plays a pivotal role in enhancing product quality, reducing customer reported issues, and strengthening the overall technical capability within the Customer Service team.
Key Responsibilities
* Act as the primary technical support contact within the Customer Service team.
* Provide clear, accurate technical guidance on products, specifications, installation, usage, and performance.
* Translate technical information into practical, customer-friendly guidance for Customer Service teams.
* Serve as the operational link between Customer Service and the Technical Department.
* Ensure new product updates, technical bulletins, and changes are communicated clearly to Customer Service.
* Feed recurring customer issues and frontline insights back to the Technical team.
* Track, analyse, and report on customer technical queries, issues, and resolutions.
* Identify trends and recurring problems to highlight training needs, product risks, or process gaps.
* Provide insight-led recommendations to reduce repeat issues and improve first-time resolution.
* Develop and deliver targeted training for Customer Service teams based on recurring questions and issues.
* Maintain and continuously improve technical knowledge materials, FAQs, guides, and quick-reference tools.
* Ensure technical information is accessible, accurate, and easy to use “at the fingertips”.
* Support investigation of customer technical claims and quality-related issues.
* Assist with root cause analysis and follow-up on corrective and preventative actions.
* Support quality initiatives aimed at reducing defects, complaints, and technical escalations.
* Support technical investigations linked to sales reporting, customer complaints, and escalations.
* Work cross-functionally to ensure actions are tracked, completed, and communicated.
* Provide technical insight to support commercial decisions where required.
Who are you?
* A candidate who embodies our values and places the customer at the heart of everything they do.
* Strong technical aptitude with the ability to explain complex information simply.
* Analytical mindset with experience using data to identify trends and training needs.
* High attention to detail with a strong focus on quality and accuracy.
* Confident communicator across Customer Service, Technical, Sales, and Quality teams.
* Proactive, solution-oriented, and “can-do” attitude.
* Strong documentation and training delivery skills.
Essential Criteria:
* Embody the company values – Passion, Respect, Excellence, Entrepreneurship.
* Experience in Customer Service, Technical Support, or Product Support roles.
* Background in a manufacturing, technical, or product-led environment desirable.
* Experience analysing customer queries, claims, or quality data.
* Strong Excel and reporting skills; ERP / CRM experience an advantage.
* Technical or quality-related qualification desirable but not essential.
What can you expect?
* A competitive salary
* 33 Days Annual Leave
* Enhanced Company Pension Contribution
* Private Medical Cover
* An employer with a clear sustainability strategy (for our planet, customers, and employees).
* We invest in your development and believe in lifelong learning.
* Our unique Unilin DNA.
* Enjoy great discounts on our products.
* In short, you’ll be joining a Top Employer!
Who are we?
Unilin is an international leader in interior design and building solutions with a strong focus on sustainability and innovation. With our flooring, panels, insulation materials, and technologies, we are present in the homes and workplaces of millions of people, as well as in public spaces around the world. Our brands Quick-step, Pergo, and Moduleo are probably familiar to you. Worldwide, around 8,300 employees work every day to push boundaries and innovate. Want to know more about our story? Be sure to check out our website.