Senior Customer Relationship Administrator

If you want to do work that matters, and play your part in helping to save countless lives across the globe – then working at Crowcon could be the place for you.

We’re dedicated to protecting people and the environment from gas hazards, providing single and multi-gas monitors for personal and large-scale infrastructure safety.

Function:
Customer Service & Contact Center Operations

Job Type: Regular / Permanent

Role Type:
Full time

Location:

Abingdon, Oxfordshire

Job Description

Help grow a safer, cleaner, healthier future for everyone, every day.

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.
• 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)
• Company shares
• Eyecare scheme (with Specsavers)
• 25 days holiday
• Your birthday off (after 1 year of service)
• 3 days holiday…