Client Support Executive

Job Type: Full Time
Department:
Customer Success

Location:

Safpro HQ, Gloucester (in-person)

£30,000 – £33,000 per year

• Company events
• Company pension
• Cycle to work scheme
• Discounted or free food
• On-site parking

At Safpro, we’re passionate about helping businesses keep their people safe and present a professional image. Every day, the workwear and PPE we supply protects thousands of people across the UK. At the same time, we help our customers promote their brand through high-quality branded workwear that their teams are proud to wear.

That’s why our purpose is simple:
Protecting Your People, Promoting Your Brand. For over 50 years, Safpro has built a reputation for quality products, exceptional service, and long-term customer relationships. Today, we’re continuing to invest in our people, technology, and customer experience as we work towards our vision:
To build the most recommended branded workwear and PPE supply business in the UK.

We know recommendations are earned through consistently delivering great service, solving problems quickly, and making it easy for customers to do business with us. Client Support plays a critical role in helping us achieve that vision.

The Client Support Executive is responsible for providing high-quality, day-to-day support to Safpro’s clients through our helpdesk. This is a hands‑on role involving the management of customer enquiries, orders, and support tickets.

The successful candidate will work closely with colleagues across the business to resolve queries, provide clear and timely updates, and ensure requests are handled efficiently and in line with agreed service levels.

Success in the role will be measured by the individual’s contribution to client satisfaction, service performance and the continuous improvement of the client experience. This role would suit someone who enjoys problem‑solving, working collaboratively and supporting customers within a busy client support and helpdesk environment.

Team Support
– Work collaboratively with colleagues across the Client Support Team, contributing to a culture of accountability, teamwork and excellent customer service. Support other team members during busy periods and help ensure workloads are managed effectively.

Customer Experience
– Provide customers with a consistently high level of service across all touchpoints. Take ownership of customer queries, provide clear and timely updates, and elevate more complex issues when appropriate.

Helpdesk and Operational Support
– Manage customer enquiries, orders, back orders, service requests and support tickets efficiently and in line with agreed service levels.

Continuous Improvement
– Identify opportunities to improve customer service processes, systems and ways of working. Work closely with Operations, Procurement, Finance and IT to help resolve recurring issues, improve efficiency and enhance the customer experience.

Service Performance
– Contribute to the achievement of the department’s service standards and performance targets. Review customer feedback and available management information to identify recurring issues and opportunities for improvement.

• Customer Satisfaction (NPS, CES and customer feedback)
• Average Response Time
• Average Time to Close

• Excellent organisational and problem‑solving abilities (being super organised is key in this role)!
• Previous experience in a customer service, helpdesk, or client support leadership role.
• Experience with in a B2B distribution, workwear, PPE, or related industry.
• Experience using a ticketing system, e.g. Hub Spot, Zendesk
• Experience in a high ticket, demanding environment

ALWAYS HUNGRY: Driven to improve, grow, and win.

FAST FIX: We act quickly and solve problems proactively.

WE, NOT I: We work together, support each other, and put the success of the team and our customers above individual agendas.

OWN IT: We take responsibility, follow things through, and do what we say we will do.

RIGHT FIRST TIME: We focus on accuracy, attention to detail, and delivering high standards from the start.

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