Customer Service Specialist

We are looking for a great customer service person

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You will be working in the office in Hayes and need to get there 5 days per week

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The hours are 8.30 to 4.30and this is a fixed 12 month contract but with potential to increase to 2 years based on business needs

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If your interested please send me the cv that matches the role and your latest salary thank you in advance

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If you have any gaps in your cv we do need to know what they were please either email me them with cv or add to cv

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Customer Communication and Relationship Management:

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• Act as the primary operational point of contact for assigned customer ensuring timely, professional and accurate communication.

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• Develop and maintain effective day-to-day working relationships with assigned customers.

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• Prepare customer status reports, organise customer meetings and coordinate routine customer communications in line with agreed communication standards.

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• Proactively communicate operational progress, milestones, risks and delivery updates, escalating commercial or contractual matters to the Account Manager where appropriate.

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• Ensure customer communications are accurate, consistent, professionally presented and aligned with agreed communication standards before release.

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• Support the communication of quotations, cost estimates and invoices in accordance with the agreed customer communication strategy.

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Event Coordination:

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• Coordinate customer-facing activities throughout the event lifecycle, ensuring customer requirements are effectively communicated and fulfilled.

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• Work closely with Event Managers, Production, Engineering, Supply Chain and Logistics to monitor progress, identify delivery risks and coordinate customer-impacting actions.

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• Coordinate induction, shipping, documentation and other operational activities required to support event.

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• Monitor operational delays, communicate updates and escalate issues that may impact customer commitments.

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Customer Resolution Management:

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• Coordinate customer complaints, discrepancies, warranty claims and quality investigations in accordance with company procedures.

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• Support cross-functional resolution activities for customer-impacting operational

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Continuous Improvement and Collaboration:

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• Build effective working relationships across Production, Engineering, Quality, Supply Chain, Finance and other business functions to support successful customer outcomes.

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• Capture recurring customer issues, lessons learned and improvement opportunities to support continuous improvement initiatives.

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• Support continuous improvement initiatives that enhance customer satisfaction, operational efficiency and business performance.

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• Promote a culture of collaboration, accountability and customer focus

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Education and Qualifications

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• A degree in Business or similar is desirable.

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Experience and Knowledge

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Experience:

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• Previous experience in Customer Service, Customer Support, Customer Operations or Customer Account Coordination,

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• Experience coordinating multiple activities simultaneously in a fast-paced operational environment.

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• Experience communicating effectively with customers and cross-functional internal stakeholders.

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• Experience supporting operational delivery, issue resolution and customer communications.

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• Experience using ERP systems and Microsoft Office applications.

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Knowledge:

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• Understanding processes and the supply chain.

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• Knowledge of customer service principles and operational fulfilment processes.

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• Understanding of quality, safety and regulatory requirements within an environment.

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• Commercial awareness and an understanding of customer expectations in a service-based business.

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• Good understanding of Microsoft Office applications, particularly Excel, Outlook and PowerPoint.

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Personal Qualities

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Personal Attributes:

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• Customer-focused with a proactive and positive approach.

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• Self-motivated, resilient and able to work independently.

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• Strong team player who collaborates effectively across departments.

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• Professional, diplomatic and confident communicator.

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• Curious mindset with a continuous improvement approach.

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• Adaptable and comfortable working in a dynamic operational environment.

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• High level of integrity, accountability and ownership.

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Skills:

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• Excellent written and verbal communication skills.

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• Strong organisational and time management skills.

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