The Role
We're hiring a Customer Service Support Lead — someone experienced, switched on, and relentless about doing things right first time. You'll own the customer service function end to end: logging service queries, tracking queries through to completion, solving issues, and making sure clients get straight answers without the industry standard runaround.
Supported by a team of in-house experts, you'll be the go-to person for customer queries and will be one of the main anchors in the ensuring customer satisfaction is at the heart of everything we do.
From first enquiry to final delivery, you'll keep things on track. This role is hands-on, fast-paced, and visible across the business. If you know how to keep customers informed, internal teams aligned, and problems moving towards solutions, you'll thrive here.
What you'll do
* Act as the first point of contact for customers by phone and email.
* Maintains a high level of customer satisfaction
* Log queries thoroughly in our CRM system.
* Track live queries from initial report through to close out.
* Confirm delivery requirements and timelines directly with customers.
* Proactively communicate any changes.
* Liaise across Operations, Contracts, Production, and Senior Management to unblock issues.
* Walk the floor if needed — don't sit and wait for answers.
* Champion the customer's experience and hold the business accountable to it
What You'll Need
* Proven experience in a customer service or sales support role, ideally in manufacturing, construction, or a technical sector.
* Confident communicator — clear on the phone, concise in writing, able to chase without being a pain.
* Excellent attention to detail when logging, updating, and following up on enquiries.
* Working knowledge of CRM platforms and Microsoft Office (especially Outlook and Excel).
* Able to manage competing priorities, stay calm under pressure, and follow tasks through without dropping balls.
* Comfortable operating independently and interacting with people at all levels of the business.
What You'll Get
* A role with real ownership — you won't be micromanaged, the role isn't just processing tasks – its driving outcomes
* A competitive salary
* Company pension
* Onsite free parking
* A dynamic and collaborative work environment
* Opportunities for personal and professional growth
* Be part of a team that values customer satisfaction and delivering quality
Job Types: Full-time, Permanent
Pay: £27,000.00-£30,000.00 per year
Benefits:
* Company pension
* Free parking
* On-site parking
Education:
* GCSE or equivalent (preferred)
Work Location: In person