Customer Support Executive

Founded over 30 years ago, The Rooflight Co is a successful, employee-owned Cotswolds business with approximately 40 employees, designing and manufacturing rooflights and roof windows for the UK construction / specification market. As a Company, we are open and communicate clearly and regularly with everyone. We recognise and value the strengths each person brings to the team. We continuously challenge the norm to make improvements. We implement change. This has been endorsed by our recent WOBA award as 2020 Employer of the Year.

Our vision, in line with our guiding principles, is to be the preferred choice of customers and employees, showing we care by adding value and feeling valued; creating our legacy through innovation, long term sustainability and growing exceptional people.

As Customer Support Executive you will be responsible for acting as the first point of contact for all customer service enquiries and inbound calls, providing essential support across customer and sales functions. You will qualify leads, route enquiries to the appropriate teams, and ensure a smooth, professional experience for all customers.

You’ll provide technical support by reviewing customer requirements and addressing technical queries. You’ll also assist with sales administration and bronze-tier project management. This dynamic role requires excellent communication skills, attention to detail, and a collaborative approach.

The Role and Accountabilities:

• Manage inbound enquiries (E-mail and Telephone)
• Qualify inbound leads.
• Allocate leads to sales representatives.
• Transfer and direct calls and enquiries to the appropriate person or department.
• Be the go-to for customer support queries, resolving issues before escalation.
• Own first-line resolution for internal support queries ensuring consistent, high-quality responses.
• Handle complex queries, identify process improvements, and contribute to the continuous enhancement of service delivery.
• Liaise with the Product Technical Support Specialist to build a shared knowledge base.
• Document resolutions and common issues to build a searchable knowledge base and enable faster team-wide responses.
• Support the effective handling of lower-tier sales projects and sales administration to drive efficiency, reduce bottlenecks, and ensure a seamless customer journey.
• Manage the end-to-end sales process for bronze-tier projects to provide a smooth and timely experience for customers.
• Provide sales administration support by preparing quotes, gathering technical details, and coordinating post-call actions.

Qualifications and Experience:

• Good telephone manner with the ability to listen, empathise and take notes.
• Professional manner to all communication both verbally and in writing.
• Fast and accurate data entry.
• The ability to manage your own workload.
• Self-motivated, resilient, conscientious team-player who is there when it matters.
• A high level of agility in providing support to the Sales team and Product Technical Support Specialist.
• Familiarity with MS Outlook, MS Word, MS Excel and CRM systems.

What we value:

As an employee-owned business, our mission is driven by our three Guiding Principles - Values-led Culture, Innovation and Long-term Sustainability. These principles guide our Directors, Trustees and Co-owners in their decision-making and activities. To succeed, you will need to demonstrate that your values and behaviours are aligned with our five values – Ownership, Focus, Professionalism, Resilience and Pride - each associated with specific behaviours. Together, they create an atmosphere where personal growth is encouraged, nurtured, and recognised.

The Package:

• Working hours: Monday-Friday 8.30am-5pm
• Location: Bourton on the Water
• Assistance & Wellbeing Plan
• Additional Holiday
• Electric Vehicle Lease & Tax Saving Scheme
• Cycle to Work Scheme

Are you right for us – are we right for you? Please apply by sending your CV and cover letter to Natalie Moss hr@therooflightco.com and tell us why this is the right role for you.