Customer Focussed Marketing and Product Support

Edenbridge, Kent | £28K | Office-based Overview We are looking for a proactive, people-focused candidate to manage day-to-day customer service operations while turning customer feedback into valuable insights for product, marketing, and marketplace teams. This role combines team coordination, hands-on customer support, and insight-driven content improvement.

Key Responsibilities Customer Service & Team Coordination Oversee and support a small remote customer service team Manage workload, service quality, and response standards Handle complex or escalated customer queries and complaints Liaise with internal teams to resolve delivery or fulfilment issues Customer Insight & Reporting Analyse customer feedback and produce regular reports Identify trends, product issues, and improvement opportunities Manage and respond to online reviews Maintain accurate CRM records and customer data Content & Marketing Support Use customer insights to improve product listings and FAQs Support marketing and marketplace teams with content ideas Help refine messaging, product descriptions, and ad briefs Highlight common customer questions and objections CRM & Operations Manage CRM system and ensure data accuracy Extract data and generate reports Improve processes and drive operational efficiency About You 2 years’ customer service experience Experience coordinating or supporting a team (ideal) Confident handling escalations and sensitive situations Strong communication and organisation skills Comfortable using CRM systems Analytical mindset with an interest in customer insight Benefits Company pension Employee discount Free on-site parking Casual dress