As a member of the Customer Relationship Team, you will provide exceptional support to customers as the first escalation point while supporting the manager running the team. Assisting with managerial responsibilities particularly during the Managers absence. This role involves operation oversight working with the manger to ensure smooth day to day running of the customer relationship team, ensuring high levels of service and efficiency, and acting as the point of escalation for complex customer issues. The role will involve covering the Managers role when necessary, maintaining leadership and ensuring business continuity.

The team is made up as follows:

Communication with customers via email and telephone.

Process and follow up customer orders and quotes to achieve KPI results.

Resolving customer queries and complaints.

Working with other departments such as sales, production and logistics to address customer needs and ensure smooth cross-departmental operations.

Generate and review reports.

Consistently searching for innovative ideas for improvement to processes.

Regular feedback to the manager so that she is aware of any performance issues.

You will:

Assist the Manager with monitoring performance ensuring the team meets KPI’s and delivers exceptional customer service.

Provide frontline support to customers, processing customer orders and quotes, addressing inquiries, resolving issues and ensuring customer satisfaction. Act as the escalation point for more complex or unresolved customer queries.

Ensure smooth day-to-day operations of the customer relationship team, overseeing scheduling, workflow management and ensuring efficient use of resources.

Work alongside the manager to monitor workload, team performance and compliance with KPI’s, offering guidance to ensure high standards of service

Assist with onboarding and training new team members and provide feedback to the existing team to improve service, quality and efficiency.

Take on managerial responsibilities in the absence of the manager, including motivating the team, setting team goals, and making staffing decisions.

Identify areas where processes or policies can be enhanced and work towards implementing improvements for both team efficiency and customer satisfaction.

Create and maintain written procedures in line with our processes.

Work alongside the manager to provide motivation to the team, promoting a positive customer-focused environment.

Your skills & experience

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.

About you

You inspire with your passion and values

You are culturally sensitive

You are a collaborative team player

You are straightforward and have no interest in politics

You believe in developing future leaders in the business

You are curious and disrupt the status quo

You turn complex problems into simple issues

Company benefits:

Generous company pension (up to 10.5% matched on a sliding scale)

Hybrid working

Company shares

Health cashplan (Medicash)

Eyecare scheme (with Specsavers)

Corporate life insurance

25 days holiday

Your 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

Don’t have every single listed skill/experience? Studies have shown that women and people from diverse backgrounds are less likely to apply for jobs unless they meet every single qualification. At Crowcon we are actively building and encouraging a diverse and inclusive workplace culture, so if you’re excited about this role as the next step of your career, but you don’t feel confident you have enough past experience to perfectly align with the job description, we encourage you to apply anyway. You may be just the right candidate for this or another role we may have.