Job Title - Customer Success Team Member

Reports To - Customer Success Manager

Direct Reports - None

Salary - £26,000 - £30,000 DOE

Place of Work - Oakham Office Based 4 days with 1 day WFH

Hours of Work - 40 hour working week. Monday-Friday between 8am – 5pm

Leave - 23 days holiday rising to 25 days after 3 years’ service + BH

Benefits

-        Private healthcare contribution

-       Salary Sacrifice EV Scheme

-        Free parking

-        Cycle to Work scheme

-        Charity Volunteer Day

-        Off-site team building events

About the Role

We're a dynamic company committed to delivering exceptional customer experiences through innovative solutions and trusted partnerships. Our success is built on our people, and we're looking for a passionate Customer Success Team Assistant to join our growing team.

As a Customer Success Team Assistant, you'll be instrumental in helping the team by processing orders and customer requests accurately and speedily, and providing fast, efficient, friendly, and professional service to internal and external customers. This role involves working in a team, line managed by the Customer Success Manager. You will also build positive relationships with existing and new customers offering a vast range of trusted products and equipment at the most competitive prices.

Duties & Responsibilities

-        Attend weekly meetings with the Customer Success Team Manager.

-        Provide technical advice and identify where support can be offered to meet customer requirements.

-        Ensure all orders are processed promptly and accurately, liaising with the warehouse team to guarantee customer needs are met.

-        Support key accounts for the sales team as assigned.

-        Engage with customers and prospects to introduce the product range through the agreed process, securing sales opportunities.

-        Record and manage all enquiries and quote requests in Orderwise and HubSpot CRM.

-        Resolve customer complaints and challenges quickly, professionally, and with a solution-focused approach.

-        Proactively manage customer expectations around delivery times, stock availability, and provide timely updates on any changes.

-        Focus on customer retention, ensuring ongoing engagement and repeat business across the product range.

-        Prepare quotations and follow up with customers daily to maximise conversion.

-        Promote the Cheers programme and explore innovative ways to drive customer loyalty.

-        Represent the company positively, promoting offers and encouraging upsell/cross-sell opportunities where relevant.

-        Maintain accuracy and integrity of the customer database.

-        Arrange returns, collections, and credits in line with company policy.

-        Track deliveries and provide customers with accurate ETAs and PODs.

-        Record all customer complaints and improvement opportunities using the appropriate forms.

-        Operate Zendesk webchat platforms across company websites (e.g. www.firedepot.co.uk and www.firechiefglobal.com).

-        Consistently promote and uphold Sentura’s cultural values in all interactions.

Main Team Goals Include

-        First time call resolution

-        Average response time

-        Average ticket resolution time

-        NPS

-        Customer Satisfaction (CSAT)

Qualifications

-        5 GCSEs (grades A-C/9-4) including English and Mathematics

Experience

-        Minimum two years' experience in a similar role or a coordinator position

Skills

-        Outstanding Telephone relationship building skills

-        Ability to thrive in a high-performing team environment that upholds exceptional standards.

-        Good written communication skills.

-        Demonstrated ability to perform effectively under pressure with strong time management.

-        Highly organised with the capability to manage multiple tasks and priorities efficiently.

-        Proficient in Microsoft 365 applications, including Outlook, Excel, Word, and Teams.

-        Exceptional attention to detail and commitment to accuracy.

Person Description

You will be passionate about customer service and committed to building strong relationships with both customers and your team, becoming a dependable source of support for your colleagues. You will be efficient and organised in your approach to workload, able to prioritise tasks, meet deadlines, and eager to learn new skills. You will demonstrate excellent attention to detail and possess strong problem-solving abilities. You will be a fast learner and maintain professionalism when managing challenging situations. You will have a customer-focused attitude and perform well under pressure.