Customer Care Partner

Job Title: Customer Care Partner

Business Unit: Commercial Operations

Location: UK (Reading)

Reports To: Customer Success Manager

Job Purpose

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.

Knowledge, Skills & Abilities

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).

General Responsibilities

• 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.