At a Glance
- Tasks: Be the friendly face of customer support, guiding clients through their journey with us.
- Company: Join DeterTech, a company dedicated to exceptional customer experiences.
- Benefits: Competitive salary, supportive team, and opportunities for growth.
- Other info: Dynamic role with a focus on collaboration and continuous improvement.
- Why this job: Make a real difference in customer satisfaction while developing your skills.
- Qualifications: Experience in customer service and a passion for helping others.
The predicted salary is between 27000 - 30000 £ per year.
Customer Success is responsible for delivering a professional, efficient, and customer-focused service across all customer interactions. Acting as the first point of contact, the role supports customers throughout the transactional journey, ensures accurate and timely processing of quotations, orders, and Customer Change and Service Requests, and works closely with operational and internal teams to deliver a smooth customer experience. The role plays a key part in ensuring customers find DeterTech easy to do business with while supporting revenue generation and maintaining high service quality.
Key Responsibilities
- Customer Contact & Transactional Support
- Act as the first point of contact for customer enquiries, providing a friendly, professional, and responsive service.
- Conduct comprehensive off-site surveys for customers, assessing requirements and identifying appropriate solutions.
- Manage transactional customer accounts, ensuring accurate information and timely support.
- Handle inbound and outbound customer communications across agreed channels (e.g., phone, email, online platforms).
- Maintain clear, accurate records of customer interactions within CRM systems.
- Commercial Support
- Support field-based sales colleagues, Customer Solutions Specialists, and Operations by coordinating customer information.
- Prepare and issue quotations following customer surveys, converting quotes into orders where possible.
- Raise SmartWater quotations, including Trademark Licences, ensuring all documentation is accurate and complete.
- Ensure pricing, orders, and customer details are processed in line with agreed procedures and commercial guidelines.
- Customer Follow-Up & Retention
- Conduct follow-up calls after installations to confirm customer satisfaction and identify any issues.
- Proactively manage Customer Change and Service Requests, ensuring completion within an agreeable timeframe for the customer and the business.
- Escalate issues or risks appropriately to protect customer experience and revenue.
- Oversee the management of purchase orders across assigned accounts in collaboration with Finance, Sales and Credit Control.
- Service Delivery
- Schedule on-site surveys, installations and uninstallations to meet customer and operational needs.
- Proactively identify and prevent off-hires or service failures across assigned accounts that could impact customer satisfaction or revenue.
- Prepare and issue RAMs for installations to meet customer and operational requirements.
- Review and ensure all installations on ARC meet quality standards.
- Review maintenance reports and schedule onsite visits.
- Collaboration & Continuous Improvement
- Work closely with Customer Solutions, Sales, Engineering and ARC teams to ensure seamless service delivery.
- Identify recurring customer issues and contribute ideas to improve processes, systems, and service quality.
- Adhere to agreed service standards, policies, and company values in all customer interactions.
Skills, Knowledge & Expertise
- Experience in a customer service, internal sales, or customer-facing support role.
- Strong customer-centric mindset with a commitment to delivering high-quality service.
- Resilient and calm under pressure, with the ability to handle challenging situations professionally.
- Dynamic, reactive and flexible.
- Strong problem-solving skills and attention to detail.
- Confident communicator with good interpersonal skills, both written and verbal.
- Organised and reliable, with the ability to manage multiple tasks and priorities effectively.
- Comfortable using CRM systems and customer service software.
- Values-driven, demonstrating integrity, professionalism, and accountability at all times.
Key Measures of Success
- Customer Experience: Positive feedback and high levels of customer satisfaction.
- Order Conversion: Effective conversion of quotations into confirmed orders.
- Process Compliance: Accurate all records and adherence to procedures and service standards.
- Team Contribution: Effective collaboration and support to colleagues across functions.
Customer Success Specialist - Prestwick (6 month FTC) employer: DeterTech Holdings Limited
DeterTech is an exceptional employer located in Prestwick, offering a dynamic work environment that prioritises customer satisfaction and employee development. With a strong focus on collaboration and continuous improvement, employees are encouraged to grow their skills while contributing to a high-quality service experience. The company values integrity and professionalism, making it a rewarding place for those seeking meaningful employment in customer success.
Contact Details:
DeterTech Holdings Limited Recruitment Team
StudySmarter Expert Advice🤫
We think this is how you could land Customer Success Specialist - Prestwick (6 month FTC)
✨Get Social with Customer Support Communities
Join customer support groups on platforms like Facebook or Reddit. They often share job openings or temp opportunities. Engaging with these communities can help you learn more about the specific skills and experiences employers are looking for, plus you'll meet folks who might know about openings at companies like DeterTech Holdings Limited.
✨Leverage Seasonal Hiring Trends
Since customer support roles can spike during busy seasons (think holidays and sales periods), keep an eye out for timelines when companies ramp up hiring. Make sure to apply early and stay active; sending a quick follow-up a week after applying can show your enthusiasm for the role.
✨Flex Your Communication Skills
In customer support, communication is key! Prepare for hypothetical scenarios that test your problem-solving and customer interaction skills. Practising answers to common role-play questions can really help you shine in interviews—trust us, it makes a difference!
✨Make the Most of Job Boards
Use industry-specific job boards like Glassdoor or Indeed to find temporary roles. Don’t forget to set up alerts for customer support positions at companies like DeterTech Holdings Limited. The earlier you apply, the better your chances, so keep your finger on the pulse!
We think you need these skills to ace Customer Success Specialist - Prestwick (6 month FTC)
Some tips for your application 🫡
Highlight Your Communication Skills:In customer support, top-notch communication is key. Make sure your CV showcases any previous experience where you’ve had to clearly convey information or resolve issues. If you’ve handled customer queries via email or chat, mention it! Let’s see those strong verbal and written skills shine through.
Showcase Problem-Solving Experience:Employers love to see how you've handled tricky situations. Include examples in your application where you’ve tackled customer concerns or had to think on your feet. It's all about proving you can keep cool under pressure and find solutions—something super important in a temporary customer support role!
Tailor Your Approach for Temporary Roles:Since this is a temporary gig, make sure your cover letter emphasises your flexibility and eagerness to dive right in. Mention that you're ready to hit the ground running and are adaptable to new tools or systems—this shows that you understand the urgency often needed in temporary positions.
Proof of Customer Satisfaction:If you’ve got any quantifiable achievements from past customer support roles, like improved customer satisfaction scores or successful project completions, make sure to include them. Numbers speak volumes! This not only shows your capability but also gives us a reason to believe you'll bring that same success to DeterTech Holdings Limited.
How to prepare for a job interview at DeterTech Holdings Limited
✨Master the Customer Interaction Game
In customer support, we need to showcase our people skills. Prepare for role-playing scenarios where you'll demonstrate how to handle difficult customers or resolve complaints. Think about the types of issues common in DeterTech Holdings Limited's industry and how you can respond empathetically and effectively!
✨Know Your Products Inside Out
For a temporary role, it's crucial to familiarize yourself with the products or services DeterTech Holdings Limited offers. Brush up on key features, common issues, and FAQs. This knowledge will enable you to respond quickly and confidently to customer queries, showing you’re ready to jump in at a moment’s notice!
✨Flexibility is Key - Emphasise Your Adaptability!
Since this is a temporary role, we're looking to convey how quickly we can adapt to new systems or processes. Be ready to share examples of how you've quickly learned new tools or adjusted to changing environments in past roles. Show them you're the go-to person when the pressure's on!
✨Prepare for Quick Conversational Q&A
You might face a rapid-fire round of questions about customer service principles or how you'd handle specific situations. To ace this, think through different customer scenarios ahead of time, and practice your responses to ensure they're concise and impactful. The aim is to demonstrate your quick thinking and problem-solving skills!
