Customer Relations Specialist - musicMagpie

About The Role

At musicMagpie, looking after our customers is what we do best, and our Customer Relations team plays a huge part in that. When things don’t go to plan, we step in to put them right. From managing complex complaints to making sure every customer receives a fair, thorough and timely outcome, this role is all about protecting trust and improving loyalty.

As our Customer Relations Specialist, you’ll work closely with teams across the business to investigate issues, understand what went wrong, and find solutions that genuinely make things better. You’ll help us prevent repeat problems, reduce churn risk, and support colleagues in delivering consistently brilliant customer service.

Here's What You Can Expect To Be Doing

• Managing complex, escalated or executive‑level complaints from start to finish, ensuring fair and timely resolution.
• Investigating issues by partnering with Customer Operations and other departments to fully understand root causes.
• Mentoring and supporting colleagues to maintain consistently high standards of complaint handling.
• Assisting vulnerable customers, ensuring they receive the right level of support and guidance.
• Collaborating with teams such as CRM, Marketing and Product to share valuable customer insights and improve retention.
• Carrying out regular audits and updates to Help Centre content to ensure accuracy, clarity and customer‑friendly language

A Few Things About You

• You’ve got experience handling complex customer complaints, with exceptional written and verbal communication skills.
• You’re a critical thinker with strong attention to detail and the ability to review information objectively.
• You’re confident dealing with internal teams, senior stakeholders and external bodies like the Financial Ombudsman Service.
• You can prioritise multiple cases at once while staying calm under pressure.

A Bit About Us

musicMagpie is the surprisingly quick and easy way to declutter and get cash for your stuff, which is why millions of people use us every year to sell their mobile phone, games consoles, tablets, smartwatches, CDs, DVDs, Games, Books, Blu-Rays & much more. We've paid hundreds of millions to our happy customers - the smart, sustainable and trusted way to shop and sell.

As a pioneer in the circular economy, we’ve built a trusted platform using our circular model of recycling, refurbishing, reselling and renting products to give tech a second life and help to reduce e-waste on a massive scale.

Our Benefits

As a musicMagpie employee, you’ll be part of a company that’s making a real difference, redefining how people buy and sell tech, and shaping a greener, more sustainable future. Plus, you’ll have the
chance to learn, grow and innovate alongside a team that’s friendly, supportive and always looking ahead!
· 28 days holiday (inclusive of Bank Holidays)
· Holiday purchase scheme on top of your above statutory allowance!
· Salary sacrifice pension scheme
· Share save scheme
· Discounts across the musicMagpie product range
· Making a difference - 2 days paid leave for volunteering at a charity of your choice
· Health & wellbeing - Employee Assistance Helpline (EAP) & access to mental health first aiders and much more