Customer Relations Specialist

At Loyal to Cumbria our Customer Relations Specialist plays a vital role in building and maintaining strong positive relationships with our customers. As a trusted point of contact you will ensure every interaction reflects our commitment to community care and quality. Working remotely you will focus on strengthening customer connections resolving concerns and enhancing overall satisfaction and loyalty.

What Youll Do

Customer Engagement & Relationship Building

• Serve as a primary contact for customer inquiries across email chat and phone

• Build and maintain strong relationships through personalized and attentive communication

• Ensure every interaction delivers a positive and consistent brand experience

Issue Resolution & Case Management

• Manage customer concerns complaints and service requests with efficiency and empathy

• Take full ownership of cases from initial contact through to resolution

• Escalate complex issues when necessary while maintaining high service standards

Customer Experience Improvement

• Identify patterns in customer feedback and recommend improvements

• Share insights to help refine customer relations strategies and processes

• Maintain accurate records of all customer interactions within internal systems

Order & Service Support

• Assist customers with orders returns exchanges and account-related queries

• Ensure all requests are handled accurately and in a timely manner

• Coordinate with internal teams to ensure seamless service delivery

Team Collaboration

• Partner with cross-functional teams to enhance customer satisfaction and retention

• Contribute ideas to improve customer engagement and service quality

• Support a collaborative and positive remote team environment

About You

• Experience in a customer-facing role such as support service or relations (1 year preferred)

• Strong communication and interpersonal skills with the ability to build trust

• Customer-focused mindset with a passion for relationship management

• Ability to work independently and manage priorities in a remote setting

• Detail-oriented with strong organizational skills

• Familiar with CRM systems helpdesk tools and digital platforms

• Reliable internet connection and a distraction-free workspace

What We Offer

• Remote-first working environment with flexibility

• Opportunity to contribute to a brand focused on community and authenticity

• Career growth and professional development opportunities

• Supportive and collaborative team culture

• Competitive compensation and benefits

Diversity & Inclusion

Loyal to Cumbria is committed to creating a diverse and inclusive workplace where everyone is valued respected and empowered to succeed.