Customer Support Lead

3 weeks ago

StokeonTrent, United Kingdom Chaffinch Document Full time

**About Us**:
Chaffinch is a fast-growing data management business specialising in secure, efficient document and data management solutions to all industry sectors nationwide. This includes document storage, shredding, scanning and document automation software.

We value our people and are proud of our team. We recruit people. It sounds simple, but we are old-fashioned that way. No online tests and no pre-conceptions. It is crucial that our team aligns with our values and ambition to support our growth and success. We offer an environment to develop on a personal and professional level and seek those who care about building long-term relationships.

**Position Purpose**:
We are seeking a Customer Support Lead to help deliver our solutions to our customers, as well as to refine and implement our operations processes across the business. The role will provide a high level of professional administrative support to our business and logístical operations in relation to our storage, shredding, scanning, and software services. The role will have responsibility for the maintenance and development of Chaffinch systems (both in-house, cloud and BigChange Job Management), and will include jobs and route scheduling, data entry, customer liaison, and reporting. In addition, the position will include general administrative duties such as answering phones, filing, support for team members, and other duties as assigned.

We are looking for someone who wants a role which is both involved in the day-to-day running of the business, and with a vision of how to improve our processes. You will display determination, dedication, and perseverance to help deliver exceptional service standards to our growing and valued customers. Someone unique, with a professional and confident manner will make an excellent addition to our team.

The role will suit someone with the ability to add value to our processes and a passionate advocate for growing businesses. You will be comfortable in fielding enquiries for both paper document management solutions and digital software products.

**Key Job Activities**:

- Customer service (internal) - Liaise with other sites, departments, and team members to provide information regarding customers and accounts.
- Schedule, amend and manage all customer jobs and administer paperwork, accordingly, ensure information is correct for billing purposes.
- Define and manage daily routes, drivers, and vehicles to complete all jobs efficiently and to the satisfaction of the customer.
- Document customer interactions, opportunities, feedback, and solutions accurately within the Company’s CRM and database systems.
- Proactively support the development of our systems and processes to maximise efficiency across our business.
- Produce and issue all relevant paperwork required for customer transactions and drivers to carry out daily routes.
- Manage, order and receipt stationary, stock, and other services as required, and liaise with suppliers to ensure timely delivery of products/services.
- Update and maintain administrative functions of HR, CRM (CRM), productivity (Trello), job management (BigChange), and invoicing systems (Xero).
- Provide general administrative support to the business and senior management as directed.

**Skills & Experience**:

- Excellent organisation skills and attention to detail.
- Excellent communication and customer service skills.
- Good knowledge of IT software, both Microsoft Office and online platforms.
- Good administrative skills and attention to detail, i.e., typing, coordination of HR, CRM, productivity, job management, and invoicing systems.
- Self-motivated, reliable, with an enthusiastic and positive outlook.
- Ability to work without supervision.
- Ability to manage time and complete multi-tasks in line with timescales.
- A team player with the ability to build relationships with customers, colleagues and suppliers over the telephone and in person.
- Ability to work effectively under pressure and someone who is looking for a challenge.
- Passion for delivering exceptional customer experiences.

**Benefits**:

- Competitive salary
- Professional development opportunities
- Contributory pension scheme
- Employee Health & Wellbeing Cash Plan
- Employee Retail Discounts

**Location**: Stoke-on-Trent Head Office - ST6 4DJ

**Job Types**: Full-time, Permanent

**Salary**: £25,000.00-£26,000.00 per year

**Benefits**:

- Company pension
- Employee discount
- Free flu jabs
- Health & wellbeing programme
- On-site parking

Schedule:

- Monday to Friday

**Experience**:

- Customer Service: 2 years (preferred)

**Language**:

- English (required)

Work authorisation:

- United Kingdom (required)

Work Location: In person

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