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- Proven experience in customer service within a business-to-business or commercial setting
- Strong understanding of industry standards and KPIs related to customer experience
- Excellent communication skills (written and verbal) and the ability to multitask under pressure
- Proficiency in Microsoft Office (Word, Excel)
- Familiarity with Freshdesk or ERP systems (e.g., Morse) is desirable but not essential
- Security clearance/Enhanced DBS is mandatory and must be obtained as part of the role
- Self-motivated, proactive, and a team player
- High attention to detail and excellent planning skills
- Problem-solving mindset with the ability to work independently and under pressure
- Passion for service excellence and continuous improvement
- Manage the end-to-end customer support experience, adhering to SLAs and KPIs
- Utilise and maintain company systems to record and track customer interactions
- Follow documented processes and procedures to resolve customer issues effectively
- Collaborate with internal and external stakeholders, including logistics, engineers, couriers, and suppliers
- Monitor and progress customer orders, ensuring on-time delivery aligned with contractual requirements
- Build strong relationships with customers and stakeholders, ensuring a customer-first approach
- Complete administrative tasks within agreed timescales and support additional duties as required
