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Senior Customer Support Executive

Location: Office – Newcastle Upon Tyne
Salary: Competitive, based on experience
Contract: Full Time, Permanent

Reporting to the Customer Support Manager, you will be sitting within the Customer Support Team.  You will oversee and support the work of the department in relation to PPM, Installation and Responsive Repairs & will offer excellent customer service and after-sales support.

This is an exciting opportunity for a highly motivated individual, who has a proven track record of successful customer service and management skills.

MAIN PURPOSE AND SCOPE OF THE JOB

The senior customer support executive, you will deputise for the customer support manager where necessary. You will oversee and support the work of the department in relation to PPM, Installation and Responsive Repairs & will offer excellent customer service and after-sales support.

DUTIES AND KEY RESPONSIBILITIES

Duties will involve but are not limited to: –

  • Develop and maintain strong relationships with customers.
  • Handle escalated customer issues and complaints, demonstrating strong problem-solving skills and a commitment to achieving positive outcomes.
  • Act as a liaison between customers and internal teams, advocating for customer needs and ensuring timely resolution of issues.
  • Stay informed of new information relating to products, legislation, and best and share knowledge and insights with the team.
  • Monitor team performance, identify trends and areas for improvement, and areas for improvement and opportunities for training.
  • Possessing excellent product knowledge to enhance customer support.
  • Generate technical quotations.
  • Verification of engineer’s daily/weekly timesheets.
  • Processing Engineers wages.
  • Assisting with reporting of departmental KPI’s.
  • Monitor & manage van fleet.
  • Departmental invoicing where required.
  • Process & monitor returns to suppliers.
  • Update and maintain the company CRM.
  • Lead by example, fostering a positive and collaborative work environment, and inspiring team members to deliver their best work.
  • Any other reasonable task as required by the Customer Support Manager.

SKILLS /TRAINING

  • Basic people management and leadership skills
  • Proven experience in a customer support or service role
  • Excellent communication & interpersonal skills, with the ability to interact with customers, team members and stakeholders at all levels.
  • Strong problem solving and decision-making skills.
  • Excellent organisational skills and attention to details with the ability to manage multiple tasks simultaneously.
  • Commitment to delivering exceptional customer service and exceeding customer expectations.
  • Ability to thrive under pressure.
  • Knowledge of Microsoft Excel, Word, & PowerPoint
  • Understanding of CRM systems desirable but not essential.

GENERAL RESPONSIBILITIES – All staff

  • Align company and employee core values.
  • If you see something that is wrong do something about correcting it.
  • Be responsible and get things done.
  • Share information and work towards team building.
  • Establish/understand your key performance indicators and maintain this measure so both you and the company know how your performance is measured.
  • Be a good team member, demonstrating loyalty and commitment to the organization and team members and always do your best.
  • To be fully aware of and adhere to the relevant policies and procedures.
  • This job description is intended as a guide to the duties and responsibilities of the post. It does not seek to define all the duties and is subject to amendment/alteration which will be made after full discussion with the post holder.

This is a permanent role and is a great opportunity for an individual to make a significant contribution with respect to the ongoing success of the business.

If you feel you have the skills and experience to be successful in this role then apply today!

To apply please email your CV to recruitment@hartdoors.com

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