Oakley Recruitment is working in partnership with an expanding organisation based in Tamworth. This is an excellent opportunity to join the team as Customer Service Operations Support on a full-time permanent basis Culture and Environment Our client is a forward-thinking, dynamic organisation that prides itself on a strong set of values, continuous investment in people, and a commitment to organic growth. They foster a supportive and inclusive culture where innovation, collaboration, and professional development are at the heart of everything they do. Based in a stunning, state-of-the-art new build, the workspace offers bright, airy, open-plan environments designed to inspire productivity and creativity. This is a place where ambition is nurtured, achievements are celebrated, and employees are truly valued. Personality The ideal candidate should be personable and professional, with a strong focus on efficiency and accuracy. They should demonstrate initiative, adaptability, and the ability to prioritize effectively in this role. This role requires a keen eye for detail, strong organizational skills, and the ability to manage multiple tasks simultaneously. Package and benefits Monday to Friday 9am 5pm Pension 3% employer contribution, 4% employee contribution, 1% tax relief, pensions advisor to visit the site twice a year Healthcare All employees are entitled to the Health Assured Employee Assistance Programme from day one, providing a free 24-hour confidential helpline on various issues. On completion of the 6-month probationary period, the healthcare cash plan is available Holiday Entitlement 23 days holiday plus 8 statutory bank holidays. After 3 years service, this increases to 24 days plus BH and at 6 years service it increases again to a maximum of 25 days plus BH. After completing 6-month probationary period, all employees are entitled to up to 5 days unpaid annual leave in addition to their paid allowance. This is pro-rata in the first part year, following probation. Life Assurance 2x annual salary Free onsite parking Incredible core company values Job Role: Coordinating with various departments throughout the organisation Generating and analysing reports to identify trends and proactively address potential issues and compiling statistical data for board meetings Monitoring marketing board stock levels, back orders, raising works orders when required and provide regular updates to the relevant departments Coordinating and scheduling deliveries with key customers Liaising with the warehouse to investigate delivery incidents, identify issues, analyse trends, collate information to report findings to senior team Coordinating goods collections with external carriers, collaborate with internal teams, monitor carrier performance, and produce data-driven reports to support the improvement of collections Handling the processing of replacement orders through SAGE and internal systems Monitoring arranged collection data, such as failed collections and reoccurring issues Preparing and finalising necessary courier customs documentation for Irish deliveries and returns Overseeing the allocation of all email inquiries from the admin inbox Managing daily delivery reports from carriers, liaising with carriers, Customer Service, and the warehouse to resolve any delivery issues Handling all claims and cross-checking carrier invoices against the claims to ensure accuracy, in collaboration with the admin team Working collaboratively with the warehouse, upgrading/amending customer orders, running reports and ensuring customer orders are despatched without issue Handling sample requests, processing marketing orders, and managing internal orders across affiliated companies Analysing carrier performance data, identifying trends and root causes of failed deliveries, such as address issues, weather delays, or logistic failures Coordinating with carriers, tracking deliveries, obtaining Proof of Deliveries (PODs), and managing claims arising from any failed deliveries Scanning and verifying documents for upload to our archive system Providing support for house accounts Updating and managing HS Code information on the Government TSS portal to ensure seamless deliveries to Northern Ireland Ensuring that NI declarations are submitted accurately Collaborating with other departments, including customer service, quality, and warehouse support, to ensure smooth operations and customer satisfaction Working with various departments to troubleshoot and resolve operational challenges, ensuring minimal disruption to customers Managing and replenishing stationery inventory Managing switchboard overflow and providing full reception support, including greeting and checking in visitors, as well as handling incoming mail Performing administrative tasks needed to support customer service / broader team Skills and experience: Ability to collaborate effectively in a team while also managing their individual workload and time efficiently Proactive approach to resolving challenges and exceeding customer expectations. To be able to work under pressure and adapt easily to change Knowledge of Word, Outlook and Excel is required Previous experience of customer service/administration would be preferred Please Note: We do not contact or write to unsuccessful candidates. If we have not contacted you within 48 hours of your application, you should presume that your application was unsuccessful. By applying for this vacancy, you are permitting for Oakley Recruitment to contact you and retain your details. In compliance with the regulations (April 2004) in place under the Employment Agencies Act, Oakley Recruitment will require proof of identification. A copy of your passport, birth certificate and NI number will be required, as part of your interview process.