At a Glance
- Tasks: Be the go-to person for customer support, coordinating repairs and ensuring smooth communication.
- Company: Join Chess Dynamics, a leader in innovative service solutions with a supportive team culture.
- Benefits: Enjoy flexible working, 28 days leave, and a great pension plan.
- Other info: Hybrid work options and opportunities for personal growth in a dynamic environment.
- Why this job: Make a real difference by enhancing customer experiences and building lasting relationships.
- Qualifications: Strong customer service skills and the ability to juggle multiple tasks.
Role
Purpose: As part of the Service & Support Solutions (S3) team, the Customer Service Executive is the day-to-day interface between Chess Dynamics and our customers.
Reporting to the Project & Customer Service Manager, you'll play a key role in ensuring customers receive a responsive, professional and proactive service throughout the life of their equipment.
Working closely with engineering, projects, commercial, operations and our Field Service Engineers, you'll coordinate repairs, spares, technical support and customer communications to keep programmes moving and build long-term customer confidence.
You'll become a trusted point of contact, solving problems, identifying opportunities to improve our support offering and helping deliver the exceptional service Chess Dynamics is known for.
Key
Responsibilities
- Act as the primary day-to-day point of contact for customers requiring support, ensuring enquiries are managed professionally and resolved in a timely manner.
- Coordinate the delivery of repairs, spares and field service activities, working across engineering, operations, commercial and project teams to keep customers informed and commitments on track.
- Build strong relationships with customers by providing regular updates, managing expectations and maintaining clear communication throughout the support lifecycle.
- Prepare quotations for repairs, spares and support services, working with internal stakeholders to provide timely and commercially appropriate proposals.
- Support the planning and deployment of Field Service Engineers, ensuring resources are aligned to customer priorities and contractual commitments.
- Work alongside the Integrated Logistics Services team to maintain and update customer Obsolescence Management Plans, helping customers manage long-term equipment support.
- Produce customer reports, service reviews and internal performance updates that provide clear visibility of ongoing activities.
- Maintain accurate records within company systems, ensuring customer information, quotations and communications remain current.
- Identify opportunities to improve processes, customer experience and future service offerings, contributing to the continued development of S3 and Chess Plus.
- Support the wider S3 Integrated Project Team wherever required, recognising that delivering excellent customer support is a team effort.
Skills & Experience Essential
- Excellent customer service and relationship management skills.
- Strong organisational skills with the ability to manage multiple priorities simultaneously.
- Confident communicator, able to engage effectively with customers and colleagues at all levels.
- Comfortable working across multiple business functions to coordinate activities and solve problems.
- Commercial awareness, with the ability to prepare quotations and understand customer requirements.
- Proactive mindset with the confidence to take ownership and drive actions through to completion.
- Competent in Microsoft Office applications.
Desirable
- Experience within defence, engineering or another technical industry.
- Previous experience in customer support, service delivery, logistics or programme support.
- Knowledge of ERP systems such as Epicor, together with Jira or Confluence.
- Understanding of engineering repairs, spares management or through-life support would be advantageous.
Work life balance
- 37.5 hour working week, Lunchtime finishes on a Friday
- Hybrid / flexible working arrangements
- 28 days annual leave, Christmas closure, Holiday purchasing scheme
Benefits
- Group pension plan – matched contributions up to 5%
- Income protection scheme
- Employee Assistance Programme gives you and your family access to 4 key services including remote GP service, second opinion, mental health pathway service and physiotherapy consultations
- Life assurance policy, including bereavement counselling and probate helpline
- Security
- Clearance
Requirements: Due to the nature of our business, our staff need to be able to obtain UK Security Clearance as a mandated requirement.
Therefore, if successful, you will need to provide proof of identity, employment history and right to work in the UK, along with proof of UK residency for at least five years
StudySmarter Expert Advice🤫
We think this is how you could land Customer Service Executive
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Chess Dynamics Ltd. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Chess Dynamics Ltd before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Customer Service Executive
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Chess Dynamics Ltd:Your cover letter is your chance to shine! Tell us why you want to work at Chess Dynamics Ltd specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Chess Dynamics Ltd!
How to prepare for a job interview at Chess Dynamics Ltd
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
