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.
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