Customer Service Executive in Horsham

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 ChessPlus.
• Support the wider S3 Integrated Project Team wherever required, recognising that delivering excellent customer support is a team effort.

Skills & Experience
Essential
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Excellent customer service and relationship management skills.
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Strong organisational skills with the ability to manage multiple priorities simultaneously.
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Confident communicator, able to engage effectively with customers and colleagues at all levels.
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Comfortable working across multiple business functions to coordinate activities and solve problems.
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Commercial awareness, with the ability to prepare quotations and understand customer requirements.
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Proactive mindset with the confidence to take ownership and drive actions through to completion.
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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.

Personal Attributes

• Demonstrates our company values of Teamwork, Integrity, Excellence and Courage
• Highly organised and methodical approach, with an eye for detail
• The ability to work independently when required
• A flexible, conscientious, and diligent attitude

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
• Company shares incentive plan and save as you earn scheme
• Electric vehicle salary sacrifice scheme
• Wellbeing initiatives, including access to wellbeing app and the addition of mental health support for all employees. Plus, regular activities across our sites to support and promote wellbeing
• Regular sports and social activities
• Gym membership discounts
• Reward platform (high street discounts, employee benefits, health, and wellbeing offerings).
• Recruitment referral bonus scheme
• Excellent learning & development opportunities
• Great working environment with free, onsite car parking across all our locations

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.