At a Glance
- Tasks: Manage customer relationships and ensure exceptional service while supporting business growth.
- Company: Join G&H, a leader in optical technology with a collaborative culture.
- Benefits: Enjoy 26 days holiday, a company pension, and a bonus scheme.
- Other info: Dynamic environment with opportunities for career development and meaningful work.
- Why this job: Make a real impact in advanced optical technologies across various industries.
- Qualifications: Strong customer relationship skills and experience in account management or sales support.
The predicted salary is between 36000 - 44000 £ per year.
Location: Ilminster, Somerset (with occasional travel as required)
Reports To: UK Commercial Manager
Department: Optical Systems – Commercial & Account Management
ABOUT US
G&H is a world leader in optical designing, testing and manufacturing. As experts in the technology of light, G&H works with customers to provide optical systems, assemblies, and components for demanding applications. G&H's Optical Systems Division specialises in the design and manufacture of precision optics, optical coatings, vision systems, and advanced photonics solutions for customers operating in aerospace & defence, industrial, and life sciences markets. Our work supports cutting-edge technologies where performance, accuracy, and reliability are critical. Our success is built on innovation, precision, and the talent of our people. We are committed to developing capability at every stage of a career, from apprenticeships and graduate pathways through to leadership development.
ABOUT THE ROLE
The Customer Account Lead plays a pivotal role in ensuring an exceptional experience for our customers while supporting the continued growth of the Optical Systems Division. You will manage customer relationships, coordinate quotations and orders, monitor order books, and work closely with internal teams to ensure customer requirements are met. You will be the voice of the customer within the business, balancing customer expectations with operational priorities to deliver outstanding service and long-term customer satisfaction. Working alongside Strategic Account Managers, Product Management, Engineering, Operations, and Manufacturing teams, you will help identify new opportunities, support business growth, and contribute to the achievement of divisional revenue targets. This is an excellent opportunity for an experienced account management, sales support, customer success, or commercial professional looking to develop their career within a technically advanced, global manufacturing environment.
CUSTOMER ACCOUNT MANAGEMENT
- Build and maintain strong relationships with allocated customer accounts to promote customer retention and repeat business.
- Act as the day-to-day commercial contact for customers and internal stakeholders.
- Support Strategic Account Managers through effective account coordination and customer engagement.
- Identify opportunities for account growth and refer potential business opportunities to the wider commercial team.
- Conduct regular customer communication and account reviews to strengthen relationships and maximise customer satisfaction.
COMMERCIAL & ORDER MANAGEMENT
- Manage customer purchase orders and maintain accurate customer order books.
- Process sales orders, RMAs, concessions, acknowledgements, and associated commercial administration activities.
- Provide customers with timely order status updates and delivery information.
- Ensure accurate maintenance of customer information, forecasts, and opportunities within Salesforce.
- Support the generation of quotations through close collaboration with technical, engineering, and product management teams.
CUSTOMER ADVOCACY
- Represent the voice of the customer throughout the organisation.
- Participate in operational and planning reviews to ensure customer priorities are understood and appropriately managed.
- Escalate delivery, quality, or commercial risks where required to minimise customer impact.
- Actively support resolution of customer concerns and service issues.
- Communicate customer feedback to drive continuous improvement across the business.
ABOUT YOU
We're interested in hearing from individuals who can combine strong customer relationship skills with commercial awareness and excellent organisational capability. You may have experience in:
- Account Management
- Customer Success
- Sales Support
- Commercial Administration
- Customer Service within a manufacturing or technical environment
- Internal Sales or Business Support
You’ll also bring:
- Experience managing customer orders, quotations, forecasts, or order books.
- Strong communication and stakeholder management skills.
- A proactive, customer-focused approach.
- Excellent organisational and prioritisation skills.
- Experience working across multiple departments to achieve business objectives.
- Confidence using CRM and ERP systems, ideally Salesforce.
- Experience within manufacturing, engineering, aerospace, defence, photonics, electronics, or other technical industries would be advantageous.
HOW WE'LL MEASURE YOUR SUCCESS
- Achievement of monthly, quarterly, and annual revenue targets.
- Customer satisfaction and account retention.
- On-time response to RFQs and customer enquiries.
- Order acknowledgement and processing accuracy.
- Salesforce data accuracy and forecast reliability.
- Support of OTIF, RFT, and operational performance targets.
- Identification and escalation of commercial and customer risks.
- Contribution to account growth and new business opportunities.
WHY G&H?
At G&H, you'll be part of a business delivering advanced optical technologies that support critical applications across aerospace, defence, industrial, and life sciences markets. You'll work alongside highly skilled engineers, scientists, and commercial professionals while helping customers bring innovative technologies to life. In return, you'll find a collaborative environment, meaningful work, opportunities for career development, and the chance to contribute to technologies that make a difference worldwide.
OUR BENEFITS INCLUDE
- 26 days holiday plus bank holidays
- Company pension pays 6%
- Company bonus scheme
- Health Cash Plan
- £500 bonus for friend referral scheme (Terms and conditions apply)
Notes: This job description is not intended to be exhaustive in every respect, but rather to clearly define the fundamental purpose, responsibilities and dimensions for the role. Therefore, this job description does not describe any individual role holder. In addition to the contents of this job description, employees are expected to undertake any and all other reasonable and related tasks allocated by their line manager. The Company is committed to providing equal employment opportunities for all employees and applicants for employment. The Company does not discriminate in employment opportunity or practices on the grounds of gender, race, religion or belief, age, disability, sexual orientation, gender identity, protected veteran status, or any other characteristic protected by national laws under which the Company operates. Potential candidates should be aware that many of the employment roles at Gooch & Housego are subject to government security and export control restrictions. These restrictions mean that factors such as your nationality, any nationalities that you may have previously held and your place of birth, could restrict the roles you are eligible to perform within the organisation. All UK applicants must, as a minimum, be able to successfully complete security vetting to the UK government's Baseline Personnel Security Standard, which includes a criminal record check being performed.
Customer Account Lead in Ilminster employer: G&H Photonics
G&H is an exceptional employer, offering a vibrant work culture in the heart of Torquay, where innovation meets expertise in photonics and microelectronics. Employees benefit from a supportive environment with ample opportunities for professional growth, competitive annual leave, and a comprehensive corporate cash plan, all while contributing to groundbreaking projects that impact industries from aerospace to biomedical imaging. Join us at G&H and be part of a team that values quality, excellence, and the pursuit of cutting-edge technology.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Account Lead in Ilminster
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at G&H Photonics. 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 G&H Photonics 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 Account Lead in Ilminster
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 G&H Photonics:Your cover letter is your chance to shine! Tell us why you want to work at G&H Photonics 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 G&H Photonics!
How to prepare for a job interview at G&H Photonics
✨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.
