Customer success specialist - prestwick (6 month ftc)

Description

Key Responsibilities

• Act as the first point of contact for customer enquiries, providing a friendly, professional, and responsive service.
• Conduct comprehensive off-site surveys for customers, assessing requirements and identifying appropriate solutions.
• Manage transactional customer accounts, ensuring accurate information and timely support.
• Handle inbound and outbound customer communications across agreed channels (e.g., phone, email, online platforms).
• Maintain clear, accurate records of customer interactions within CRM systems.

• Support field-based sales colleagues, Customer Solutions Specialists, and Operations by coordinating customer information.
• Prepare and issue quotations following customer surveys, converting quotes into orders where possible.
• Raise SmartWater quotations, including Trademark Licences, ensuring all documentation is accurate and complete.
• Converting quotations into orders where possible.
• Ensure pricing, orders, and customer details are processed in line with agreed procedures and commercial guidelines.

• Conduct follow-up calls after installations to confirm customer satisfaction and identify any issues.
• Proactively manage Customer Change and Service Requests, ensuring completion within an agreeable timeframe for the customer and the business.
• Escalate issues or risks appropriately to protect customer experience and revenue.
• Oversee the management of purchase orders across assigned accounts in collaboration with Finance, Sales and Credit Control.
• Incident follow up calls

• Schedule on-site surveys, installations and uninstallations to meet customer and operational needs.
• Proactively identify and prevent off-hires or service failures across assigned accounts that could impact customer satisfaction or revenue.
• Prepare and issue RAMs for installations to meet customer and operational requirements.
• Review and ensure all installations on ARC meet quality standards
• Review maintenance reports and schedule onsite visits

• Work closely with Customer Solutions, Sales, Engineering and ARC teams to ensure seamless service delivery.
• Identify recurring customer issues and contribute ideas to improve processes, systems, and service quality.
• Adhere to agreed service standards, policies, and company values in all customer interactions.

Skills, Knowledge & Expertise

• Experience in a customer service, internal sales, or customer-facing support role.
• Strong customer-centric mindset with a commitment to delivering high-quality service.
• Resilient and calm under pressure, with the ability to handle challenging situations professionally.
• Dynamic, reactive and flexible.
• Strong problem-solving skills and attention to detail.
• Confident communicator with good interpersonal skills, both written and verbal.
• Organised and reliable, with the ability to manage multiple tasks and priorities effectively.
• Comfortable using CRM systems and customer service software.
• Values-driven, demonstrating integrity, professionalism, and accountability at all times.

• Customer Experience: Positive feedback and high levels of customer satisfaction.
• Order Conversion: Effective conversion of quotations into confirmed orders.
• Process Compliance: Accurate all records and adherence to procedures and service standards.
• Team Contribution: Effective collaboration and support to colleagues across functions.