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- Tasks: Manage customer interactions and resolve complaints while ensuring smooth workflows.
- Company: Join a dynamic team in the commercial operations sector, focused on customer success.
- Benefits: Enjoy a collaborative work environment with opportunities for training and development.
- Why this job: Be part of a customer-centric culture that values proactive communication and problem-solving.
- Qualifications: Experience in customer service or operational roles is essential; industry experience is a plus.
- Other info: Embrace our core values and promote environmental responsibility in your role.
The predicted salary is between 30000 - 42000 £ per year.
To manage all operational aspects in liaison with the Customer Success Manager – including production, purchasing, quality, planning, technical, transport, and SOP teams – from start to finish in line with customer expectations. You will be fully embedded in the team as a trusted and valued partner, ensuring clear, proactive communication with colleagues and maintaining a high standard of customer service. A customer-centric mindset is key to delivering positive customer interactions, streamlining internal/external communication, and ensuring smooth workflows.
You’ll also handle customer complaints, provide appropriate solutions and alternatives within defined timeframes, and follow up to ensure complete resolution. This role requires someone articulate, flexible, detail-oriented, and solutions-focused.
Main Responsibilities (Total time allocation: 80%)- Customer Service – 50%
- Log and triage customer complaints, allocating cases to the appropriate site.
- Investigate and resolve complaints or service requests, ensuring outcomes that satisfy both customer and business.
- Provide timely, transparent updates to customers regarding order status.
- Liaise with Production teams to expedite deliveries or services based on customer needs.
- Maintain up-to-date records in the CRM system, capturing all customer interactions.
- Attend Production meetings to report on active complaints and assess potential delays.
- Participate in weekly complaints meetings; document and track follow-up actions.
- Monitor shared inboxes and phone lines, ensuring all customer queries are responded to promptly.
- Service Delivery – 20%
- Build and maintain strong, trust-based relationships with customers to understand their goals and challenges.
- Monitor and report on key service metrics, including delivery performance, issue resolution times, and cost capture.
- Collaborate with internal teams to drive efficient service delivery and ensure high levels of customer satisfaction.
- Ensure full compliance with all standard operating procedures and contractual obligations.
- Continuous Improvement – 10%
- Collaborate with cross-functional teams to develop and implement preventative measures that address recurring issues.
- Support quality enhancement initiatives across the business.
- Education & Experience: Experience in a similar customer-focused or operational role is essential. Industry experience in construction, manufacturing, or technical environments is desirable.
- Skills & Competencies: A customer-first mindset with a proactive, solutions-driven approach. Excellent verbal and written communication skills. Strong computer literacy, including Microsoft Office applications. Analytical and critical thinking abilities, with a strong attention to detail. Ability to manage conflicting priorities with a methodical, organised approach. Knowledge of business improvement/problem-solving techniques (desirable).
- Participate in training and development activities as required.
- Adhere to all company policies, processes, and procedures, ensuring compliance with legal and operational standards.
- Promote environmental responsibility through reducing, reusing, and recycling materials where possible.
- Undertake any reasonable task or request from management or colleagues.
- Embrace and embody the company’s core values.
Customer Care Partner employer: Jackson Hogg
Contact Detail:
Jackson Hogg Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Care Partner
✨Tip Number 1
Familiarise yourself with the customer service processes and tools commonly used in the industry. Understanding CRM systems and how to log and manage customer interactions will give you a head start in demonstrating your capability for the role.
✨Tip Number 2
Showcase your ability to handle complaints effectively by preparing examples of past experiences where you've resolved customer issues. This will highlight your problem-solving skills and customer-first mindset, which are crucial for this position.
✨Tip Number 3
Network with professionals in the construction or manufacturing sectors. Engaging with individuals who have experience in these industries can provide insights into the specific challenges faced and how to address them, making you a more attractive candidate.
✨Tip Number 4
Demonstrate your analytical skills by preparing to discuss how you would monitor and report on key service metrics. Being able to articulate your approach to improving service delivery will show that you're proactive and detail-oriented.
We think you need these skills to ace Customer Care Partner
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in customer service and operational roles. Emphasise skills such as communication, problem-solving, and attention to detail, which are crucial for the Customer Care Partner position.
Craft a Compelling Cover Letter: Write a cover letter that showcases your customer-centric mindset and solutions-driven approach. Use specific examples from your past experiences to demonstrate how you have successfully managed customer complaints or improved service delivery.
Highlight Relevant Skills: In your application, clearly outline your proficiency in Microsoft Office applications and any experience with CRM systems. Mention your analytical skills and ability to manage conflicting priorities, as these are key competencies for the role.
Show Enthusiasm for Continuous Improvement: Express your commitment to continuous improvement in your application. Discuss any previous initiatives you've been part of that aimed at enhancing customer service or operational efficiency, as this aligns with the company's values.
How to prepare for a job interview at Jackson Hogg
✨Showcase Your Customer-Centric Mindset
During the interview, emphasise your customer-first approach. Share specific examples of how you've successfully resolved customer complaints or improved service delivery in previous roles. This will demonstrate that you understand the importance of customer satisfaction.
✨Communicate Clearly and Effectively
Since excellent communication skills are crucial for this role, practice articulating your thoughts clearly. Be prepared to discuss how you would keep customers updated on their order status and how you handle difficult conversations with clients.
✨Demonstrate Problem-Solving Skills
Prepare to discuss situations where you've had to think critically and find solutions under pressure. Highlight any experience you have with business improvement techniques, as this aligns well with the continuous improvement aspect of the role.
✨Familiarise Yourself with the Company
Research the company’s values and recent developments in the industry. Being knowledgeable about the company will not only help you answer questions more effectively but also show your genuine interest in becoming a part of their team.
