Senior Customer Relationship Administrator
Help grow a safer, cleaner, healthier future for everyone, every day.
Responsibilities
* Assist the Manager with monitoring performance to ensure the team meets KPI’s and delivers exceptional customer service.
* Provide frontline support to customers, processing orders and quotes, addressing inquiries, resolving issues and ensuring customer satisfaction. Act as the escalation point for more complex or unresolved queries.
* Ensure smooth day‑to‑day operations of the customer relationship team, overseeing scheduling, workflow management and efficient resource use.
* Work alongside the manager to monitor workload, team performance and compliance with KPI’s, offering guidance to maintain high service standards.
* Assist with onboarding and training new team members and provide feedback to improve service, quality and efficiency.
* Take on managerial responsibilities in the manager’s absence, including motivating the team, setting goals, and making staffing decisions.
* Identify areas for process or policy enhancement and work towards implementing improvements for team efficiency and customer satisfaction.
* Create and maintain written procedures in line with our processes.
* Promote a positive, customer‑focused environment by motivating the team.
Qualifications
* A proven track record in a senior customer‑facing team role, with experience in management cover conditions.
* Strong communication, leadership, and problem‑solving skills.
* Ability to manage and motivate a team in a fast‑paced environment.
* Excellent customer handling skills, with the ability to resolve complex issues efficiently and professionally.
* Knowledge of customer relationship processes, including KPI’s and performance metrics.
* Strong organisational and time‑management skills.
* Ability to step into managerial duties and handle team and operational responsibilities.
* Familiarity with CRM systems, Microsoft packages and ERP is preferred.
* Personal attributes: passion and values, cultural sensitivity, collaborative team player, straightforward, believes in developing future leaders, curious and disruptive, turns complex problems into simple solutions.
Benefits
* Generous company pension (up to 10.5% matched on a sliding scale)
* Company shares
* Eyecare scheme (with Specsavers)
* 25 days holiday
* Birthday off (after 1 year of service)
* 3 days holiday purchase
* 14 weeks paid maternity, paternity, adoption leave
* Cycle to work scheme
* Subsidised annual bus pass
* Annual train ticket payment scheme
* Employee assistance programme
* Learning and development opportunities
* Free parking and subsidised EV charging points
* Salary sacrifice car leasing
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