At a Glance
- Tasks: Support customers and manage team operations while resolving complex issues.
- Company: Join a dynamic company focused on exceptional customer service.
- Benefits: Enjoy hybrid working, generous pension, and 25 days holiday plus your birthday off!
- Other info: Great opportunities for personal growth and development in a supportive environment.
- Why this job: Be a key player in enhancing customer satisfaction and team performance.
- Qualifications: Experience in customer-facing roles with strong leadership and problem-solving skills.
The predicted salary is between 34200 - 41800 £ per year.
A member of the Customer Relationship Team will provide exceptional support to customers as the first escalation point while supporting the manager running the team, particularly during the manager’s absence.
The role involves operational oversight, ensuring smooth day‑to‑day running, maintaining high service levels, and acting as the point of escalation for complex customer issues.
- Team Structure
- Communication with customers via email and telephone
- Process and follow‑up customer orders and quotes to achieve KPI results
- Resolve customer queries and complaints
- Work with other departments such as sales, production and logistics to address customer needs and ensure smooth cross‑departmental operations
- Generate and review reports
- Consistently search for innovative ideas for process improvement
- Provide regular feedback to the manager on performance issues
Responsibilities
- Assist the Manager with monitoring performance, ensuring the team meets KPIs and delivers exceptional customer service
- Provide frontline support to customers: processing orders and quotes, addressing inquiries, resolving issues and ensuring customer satisfaction; act as the escalation point for more complex or unresolved queries
- Ensure smooth day‑to‑day operations of the customer relationship team, overseeing scheduling, workflow management and efficient use of resources
- Work with the manager to monitor workload, team performance and compliance with KPIs, offering guidance to maintain high standards of service
- Assist with onboarding and training new team members and provide feedback to the existing team to improve service, quality and efficiency
- Take on managerial responsibilities in the manager’s absence, including motivating the team, setting team goals, and making staffing decisions
- Identify areas where processes or policies can be enhanced and work toward implementing improvements for both team efficiency and customer satisfaction
- Create and maintain written procedures in line with our processes
- Promote a positive, customer‑focused environment and provide motivation to the team
Skills & Experience
- Proven track record in a senior customer‑facing team role with experience in management cover conditions
- Strong communication, leadership and problem‑solving skills
- Ability to manage and motivate a team in a fast‑paced environment
- Excellent customer handling skills, able to resolve complex issues efficiently and professionally
- Knowledge of customer relationship processes (including KPIs and performance metrics)
- Strong organisational and time‑management skills
- Ability to step into managerial duties and handle team and operational responsibilities
- Familiarity with CRM systems, Microsoft Office and ERP is preferred
About You
- You inspire with your passion and values
- You are culturally sensitive
- You are a collaborative team player
- You are straightforward and have no interest in politics
- You believe in developing future leaders in the business
- You are curious and disrupt the status quo
- You turn complex problems into simple solutions
- Company Benefits
- Generous company pension (up to 10.5% matched on a sliding scale)
- Hybrid working
- Company shares
- Health cash plan (Medicash)
- Eyecare scheme (with Specsavers)
- Corporate life insurance
- 25 days holiday
- Birthday off (after 1 year of service)
- 3 days holiday purchase
- 14 weeks paid maternity, paternity, adoption leave
- Cycle to work scheme
- Subsidised annual bus pass
- Annual train ticket payment scheme
- Employee assistance programme
- Learning and development opportunities
- Free parking and subsidised EV charging points
- Salary sacrifice car leasing
- #J-18808-Ljbffr
Senior Customer Relationship Administrator in Abingdon employer: Crowcon
Crowcon Detection Instruments Ltd. is an exceptional employer, offering a supportive work culture that prioritises employee growth and development through comprehensive training and learning opportunities. Located in the Derby and Stafford area, employees benefit from a competitive salary, generous pension contributions, and a range of perks including paid overtime and additional holiday options, all while contributing to a mission that aims to create a safer, cleaner, and healthier future for everyone.
StudySmarter Expert Advice🤫
We think this is how you could land Senior Customer Relationship Administrator in Abingdon
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Crowcon. 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 Crowcon 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 Senior Customer Relationship Administrator in Abingdon
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 Crowcon:Your cover letter is your chance to shine! Tell us why you want to work at Crowcon 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 Crowcon!
How to prepare for a job interview at Crowcon
✨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.
