Customer Service Operations Support

Are you passionate about delivering exceptional customer service while keeping operations running smoothly behind the scenes?

We are seeking a customer-focused individual to join the team as a Customer Service Operations Support to play a key part in ensuring the efficient delivery of customer service and operational activities across the business. This role includes being responsible for providing comprehensive administrative support for the daily operations of the Customer Service team and wider departments. They will also ensure the smooth coordination of internal processes, reporting, outbound logistics, and cross-functional communication all whilst delivering exceptional service to our customers.

This role is based at our head office in Tamworth, working 9:30am - 5:30pm.

Main Duties

• Operations & Administrative Support
• Provide comprehensive administrative support to the Customer Services team and wider business.
• Coordinate customer orders, collections, deliveries, and replacement requests to ensure efficient service delivery.
• Manage shared inbox activities and maintain accurate records and documentation.
• Support customs and compliance processes relating to UK and Ireland deliveries.

Reporting & Analysis

• Produce and analyse operational reports to identify trends, issues, and opportunities for improvement.
• Monitor carrier performance, delivery metrics, and collection activity, providing insights to support business decisions.
• Compile data and reports to support management and business planning activities.

Customer & Stakeholder Coordination

• Build effective relationships with customers, carriers, and internal departments to ensure seamless operations.
• Investigate and resolve delivery, logistics, and operational issues in a proactive and timely manner.
• Collaborate with Customer Service, Warehouse, Quality, and other teams to minimise disruption and enhance customer satisfaction.

Continuous Improvement & Support

• Identify opportunities to improve operational processes and service delivery.
• Support wider business activities, including reception cover and general administrative tasks where required.
• Undertake any other reasonable duties in line with the needs of the business.

Skills and Experience

Essential:

• Personable, professional, efficient, and accurate, with initiative, adaptability, and strong prioritisation skills.
• Excellent attention to detail, strong organisational skills, and the ability to manage multiple tasks.
• Ability to work well as part of a team while managing their own workload and time effectively.
• Have a proactive approach to problem solving and be able to exceed customer expectations
• Ability to work under pressure and adapt to change.
• Previous experience of customer service/administration function
• Knowledge of Word, Outlook and Excel

Desirable:

• Experience using ERP, CRM or order management systems

• Option to purchase up to 5 extra days annual leave
• Health Cashback Plan
• Pension Scheme
• Life Assurance
• Free Parking

Site Location: Scolmore House, Tamworth, B79 7UL

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