Senior customer relationship associate

Senior Customer Relationship Associate (OT264) Abingdon, England

Salary: £35,000 per annum

Position: Senior Customer Relationship Associate (Deputising for Manager)

Location: Milton Park, Abingdon, Oxfordshire

Our client is a leader in designing and manufacturing life‑saving products and is seeking a Senior Customer Relationship Associate to join their Customer Relationship department. This hybrid role, reporting to the Pre‑Sales Manager, offers a unique chance to contribute to the company’s growth goals while enjoying the flexibility of working both from home and the office.

As a Senior Customer Relationship Associate, you will be pivotal in ensuring the smooth operation of the customer relationship team. Your role will involve providing exceptional support to customers, acting as the first escalation point, and assisting with managerial responsibilities, particularly in the absence of the Manager. You will oversee day‑to‑day operations, ensuring high levels of service and efficiency, and address complex customer issues.

Main Responsibilities

• Assist the Manager in monitoring team performance to meet KPIs and deliver exceptional customer service.
• Provide frontline support to customers, processing orders and quotes, addressing inquiries, and resolving issues.
• Oversee scheduling, workflow management, and resource allocation to ensure smooth operations.
• Monitor workload, team performance, and compliance with KPIs, offering guidance to maintain high service standards.
• Assist with onboarding and training new team members, providing feedback to improve service quality and efficiency.
• Step into managerial duties during the Manager’s absence, including motivating the team and making staffing decisions.
• Identify and implement process improvements to enhance team efficiency and customer satisfaction.
• Maintain written procedures in line with company processes.

About You

Applicants should have a proven track record in a senior customer‑facing role, with experience in management cover conditions. Strong communication, leadership, and problem‑solving skills are essential. You should be adept at managing and motivating a team in a fast‑paced environment and possess excellent customer handling skills. Knowledge of customer relationship processes, including KPIs and performance metrics, is crucial. Familiarity with CRM systems, Microsoft packages, and ERP is preferred.

Required

• Experience in a senior customer‑facing role.
• Strong leadership and communication skills.
• Proficiency in managing team performance and KPIs.
• Ability to handle complex customer issues efficiently.

Commutable Locations: Oxford, Didcot, Abingdon, Wallingford, Wantage, Thame, Faringdon, Witney, Henley‑on‑Thames

Key Words: Customer Relationship, Senior Associate, Managerial Cover, Customer Service, CRM, KPI, Team Leadership, Hybrid Working

Our client offers a generous company pension, hybrid working arrangements, company shares, health cash plan, eyecare scheme, corporate life insurance, 25 days holiday, birthday off, holiday purchase options, paid parental leave, cycle to work scheme, subsidised travel, employee assistance programme, learning and development opportunities, free parking, and salary sacrifice car leasing.

If you’re passionate about delivering exceptional customer service and ready to take on a leadership role, apply today to join a company committed to growing a safer, cleaner, healthier future for everyone, every day.