The Role
As part of the Customer Relationship Team, you will act as a key point of support for both customers and the team, serving as the first escalation point for complex queries while supporting the Manager in the day-to-day running of the function. You will play a hands-on role in ensuring smooth operations, high service levels, and team efficiency, stepping into leadership responsibilities when required to maintain continuity.
Hybrid - 2 or 3 days a week in the office
Key Responsibilities
* Provide frontline customer support via phone and email, handling orders, quotes, queries, and complaints
* Act as the escalation point for complex or unresolved customer issues
* Support the Manager in overseeing daily team operations, including workflow and resource planning
* Monitor team performance against KPIs, ensuring high standards of customer service
* Collaborate with internal teams (Sales, Production, Logistics) to deliver seamless customer solutions
* Assist with onboarding, training, and ongoing development of team members
* Step into managerial responsibilities in the Manager’s absence, maintaining team performance and motivation
* Identify and implement process improvements to enhance efficiency and customer experience
* Produce and review reports, maintaining accurate documentation and procedures
Skills & Experience
* Proven experience in a senior customer-facing role, with exposure to team leadership or management cover
* Strong communication, leadership, and problem-solving skills
* Ability to manage priorities and perform in a fast-paced environment
* Excellent customer service skills, with the ability to resolve complex issues effectively
* Experience working with KPIs and performance metrics
* Strong organisational and time-management skills
* Familiarity with CRM systems, Microsoft Office, and ERP systems (desirable)
About You
* A collaborative team player with a positive, customer-focused approach
* Confident communicator, able to work effectively at all levels
* Proactive, solutions-focused, and open to continuous improvement
* Motivated to support and develop others within the team
* Able to simplify complex challenges and deliver practical solutions
This role description is intended to give the role holder an appreciation of the range of duties undertaken. The role description is subject to ongoing review in line with company requirements