Job Summary
VetFit Labs Business & Technology Services Ltd. is seeking an experienced, knowledgeable, and customer-focused Customer Service SME (Subject Matter Expert) to join our team in Leeds.
As a Customer Service SME, you will act as a key source of operational and process knowledge for the customer-service team. You will support colleagues with complex enquiries, provide guidance on procedures, assist with escalated cases, maintain knowledge resources, and help improve service quality and consistency.
You will work closely with Customer Service Team Leaders, customer-service representatives, operations, quality assurance, training, technical support, and management to strengthen team knowledge, resolve complex service issues, and identify opportunities for process improvement.
This position is particularly suitable for experienced Customer Service Specialists, Senior Customer Service Representatives, Customer Support Specialists, or experienced contact-centre professionals who are ready to take on greater responsibility without necessarily moving directly into people management.
What You'll Do
- Act as a subject matter expert for assigned customer-service processes, systems, products, and procedures.
- Provide real-time guidance to customer-service colleagues handling complex enquiries.
- Support team members with unusual, escalated, or higher-complexity customer cases.
- Assist with investigation and resolution of recurring customer-service issues.
- Serve as an escalation resource before cases require management intervention.
- Provide clear guidance on approved policies, workflows, and service procedures.
- Help ensure customer-service processes are applied consistently across the team.
- Review difficult cases and recommend appropriate next steps.
- Coordinate complex issues with operations, technical support, administration, and other specialist teams.
- Support new employees during onboarding and transition into live customer-service activities.
- Deliver process refreshers, knowledge-sharing sessions, and informal coaching.
- Assist training teams with identifying recurring knowledge or skills gaps.
- Support quality-assurance teams by clarifying procedures and expected service standards.
- Participate in quality calibration and service-review activities where appropriate.
- Maintain FAQs, process guides, knowledge-base articles, templates, and troubleshooting resources.
- Review existing knowledge content and recommend updates when processes change.
- Support implementation of new customer-service processes, products, systems, and procedures.
- Communicate approved process changes clearly to customer-service colleagues.
- Monitor recurring customer questions and identify opportunities to improve guidance or processes.
- Analyse case trends, customer feedback, and common escalation reasons.
- Prepare routine SME reports, case summaries, process notes, and operational updates.
- Support Customer Service Team Leaders with day-to-day operational questions.
- Provide feedback on potential workflow, system, and customer-experience improvements.
- Contribute to continuous improvement of service quality, accuracy, and customer satisfaction.
Requirements
- Previous experience in customer service, customer support, contact centres, BPO, client services, customer operations, or a related environment is preferred.
- Strong knowledge of customer-service principles and professional support practices.
- Experience handling complex or escalated customer enquiries is highly advantageous.
- Previous experience as a Senior Customer Service Representative, Customer Service Specialist, Customer Support Specialist, SME, mentor, buddy, trainer, or similar position is beneficial.
- Strong written and verbal communication abilities.
- Ability to explain processes and procedures clearly to colleagues.
- Strong problem-solving and analytical skills.
- Professional and customer-focused approach.
- Strong attention to detail and commitment to process accuracy.
- Good organisational and time-management abilities.
- Ability to manage multiple operational questions and changing priorities.
- Comfortable providing constructive guidance and informal coaching.
- Ability to interpret procedures and apply them consistently to different customer scenarios.
- Comfortable using CRM, ticketing, contact-centre, and customer-support systems.
- Good working knowledge of Microsoft Office, Microsoft 365, or similar productivity applications is helpful.
- Familiarity with knowledge-management or quality-monitoring platforms is advantageous.
- Ability to identify recurring service issues and recommend practical improvements.
- Ability to communicate effectively with frontline employees, team leaders, managers, and cross-functional teams.
- Ability to handle customer and business information responsibly and confidentially.
- Comfortable working independently while collaborating across multiple teams.
- Relevant education, professional training, or equivalent practical experience will be considered.
- Applicants who meet most, but not all, requirements are encouraged to apply.
Why Work With Us
- Progress beyond frontline customer service into a specialist knowledge role.
- Develop expertise in customer-service processes, systems, quality, and operational support.
- Build valuable coaching, mentoring, knowledge-management, and problem-solving skills.
- Gain experience supporting complex and escalated customer cases.
- Work closely with team leaders, quality assurance, training, operations, and technical teams.
- Participate in process-improvement and customer-experience initiatives.
- Contribute to onboarding and development of customer-service colleagues.
- Help shape internal knowledge resources and service procedures.
- Strengthen analytical, communication, and operational decision-support capabilities.
- Gain experience that can support progression into Senior Customer Service SME, Quality Assurance Analyst, Customer Service Trainer, Customer Service Team Leader, Service Delivery Specialist, or Customer Operations Supervisor roles.
- Work within a professional, collaborative, and inclusive environment.
Pay: £2,500.00-£3,250.00 per month
Benefits:
- Company car
- Flexitime
- Free parking
- Health & wellbeing programme
- Life insurance
Work Location: In person