Senior Customer Support Specialist

Job description

Summary From our Head Office to the shop floor and everywhere in between our primary goal is to create and deliver a fantastic customer journey for everyone who shops at Lidl. With over 7,000 colleagues across our stores, warehouses and offices in Ireland and Northern Ireland we are a big and ambitious team. We know our people are our greatest asset and our success is down to the commitment and dedication of our team. As a Senior Customer Support Specialist, you will manage the most complex and sensitive customer cases across all channels. You will act as a specialist escalation point, handling high‑priority complaints, after‑sales management issues, and cases requiring supplier engagement or cross‑department collaboration which requires a deeper knowledge of the supply chain.Your expertise in objection handling, professional written communication, and customer advocacy will play a key role in turning challenging situations into positive outcomes. You will combine strong analytical skills with a deep understanding of customer needs toidentify trends, highlight process gaps, and recommend improvements that enhance both efficiency and customer experience. You will combine strong analytical skills with a deep understanding of customer needs to identify trends, highlight process gaps, and recommend improvements that enhance both efficiency and customer experience. What you'll do Manage complex complaint cases across all channels, including WhatsApp, Facebook Messenger, Email, and Telephone Manage after‑sales management cases, liaising with suppliers and internal departments to secure fast, effective resolutions Demonstrate expert‑level objection handling over the phone, resolving escalated issues with confidence, empathy, and professionalism Produce high‑quality written responses that are comprehensive, accurate, and aligned with Lidl’s tone of voice Turn dissatisfied customers into brand advocates by delivering exceptional serviceand clear, solution‑focused communication Handle high volumes of customer contacts while maintaining exceptional quality standards Meet and exceed KPIs across quality, handling time, productivity, and customer satisfaction Take full ownership of complex queries, coordinating with third‑party agents and internal stakeholders to deliver timely outcomes Use internal systems, including Salesforce CRM, to document cases thoroughly and maintain accurate customer records Analyse customer data to identify recurring issues, trends, and opportunities for process or experience improvements Act as a champion for customer needs, ensuring insights are shared with the wider business to drive continuous improvement Consistently deliver service that exceeds expectations and reinforces customer trust in the Lidl brand Acts as a subject matter expert, providing guidance and coaching to junior team members on difficult cases What you'll need Minimum 2-3 years in a high-intensity customer service role, with at least 1 year experience of handling formal escalations or claims A genuine passion for customer care and a commitment to delivering exceptional service Outstanding communication skills, both written and verbal, with the ability to simplify complex issues Proven experience handling escalated complaints, claims, and after‑sales cases with professionalism and confidence Strong negotiation and problem‑solving abilities, especially in high‑pressure oremotionally charged situations Ability to thrive in a fast‑paced environment while meeting performance targets Excellent organisational and time‑management skills, with the ability to prioritisemultiple complex cases Strong administrative capability and proficiency in Google Workspace Flexibility to work evenings and weekends as required A proactive, resilient, and solutions‑focused mindset What you'll receive We offer a competitive and transparent salary system, that ensures pay equality across all positions at Lidl €37,500 rising to €51,000 after 3 years 20 days holidays per annum rising to 25 days after 2 years Private employee medical insurance Company pension Flexible start and finish times Unlock a flex pot allowance to spend on a selection of benefits after 6 months of service Initial training and on-going development from an experienced team member Individuals recognised as high performing will be invited to join our Leadership Academy as part of your on-going development Excellent opportunities for career progression Dynamic work environment Modern office facility with free parking On-site gym and canteen Maternity & Paternity Leave top up, Marriage Leave, Employee Assistance Programme Hybrid working model - up to 2 days remote working per week Mobile and broadband discounts with Three network Lidl is an equal opportunities employer. If you have any particular requirements, we will ensure any reasonable accommodations are implemented as part of the recruitment and selection process. We value diversity and inclusion in our workplace and want to ensure that all applicants have the same opportunity regardless of gender, civil status, family status, sexual orientation, age, disability, race, religious belief, political opinion or membership of the traveller community.