Senior Customer Service Executive

As a Senior Customer Services Executive, you will be a critical member of the customer service team, ensuring our customers receive exceptional service and support. With a solid understanding of our company’s values, products, and operations, you’ll provide guidance and leadership within a small team of four, often stepping in to cover the Customer Service Manager role during their absences. This is a great opportunity to leverage your skills and take on additional managerial tasks, helping to streamline team operations and mentor junior members, while contributing to our customer-first ethos.

**Responsibilities**

**Customer Service Leadership**
- Act as a primary point of contact for both existing and potential customers, ensuring a seamless and positive customer experience.
- Oversee day-to-day operations in the Customer Service Manager's absence, including decision-making authority on key customer service matters.
- Support junior team members by providing guidance on handling complex inquiries, resolving issues, and upholding service standards.

**Customer Account Management**
- Develop and maintain strong relationships with customers, managing key accounts to ensure loyalty and satisfaction.
- Monitor customer feedback, proactively identifying and addressing potential areas for service improvement.
- Resolve complaints and issues, escalating more complex matters to the Customer Service Manager when necessary.

**Operational & Strategic Support**
- Develop a deep understanding of our company’s products, services, and internal systems to provide informed support across departments.
- Assist the Customer Service Manager in creating, implementing, and monitoring service strategies to improve efficiency and customer satisfaction.
- Produce regular reports on team performance, customer satisfaction, and service trends to support continuous improvement initiatives.

**Cross-Functional Collaboration**
- Work closely with the Marketing, Sales, and Operations teams to communicate customer needs, coordinate activities, and enhance service delivery.
- Contribute insights and feedback to the marketing team for campaigns that align with customer needs and company goals.
- Assist in organizing and implementing team training to ensure alignment with company standards and best practices.

**Administrative & CRM Management**
- Maintain detailed, accurate customer records within our CRM system and ensure call notes and action items are thoroughly documented.
- Support administrative needs within the team, including scheduling repair and service appointments, managing customer follow-ups, and preparing reports.
- Identify and implement best practices within CRM management to improve efficiency and data accuracy.

**Team Development**
- Provide mentorship and support to customer service representatives, fostering a culture of continuous learning and professional growth.
- Take initiative to assist with team development and training programs aimed at enhancing service quality and building team capability.

**Additional Responsibilities**
- Take on additional tasks and projects as needed to support the team and contribute to Andway Healthcare’s success.
- Ensure a smooth and responsive workflow during the Customer Service Manager’s absence, meeting KPIs and addressing high-priority issues.
- This list is not exhaustive and may be added to or amended from time to time._

**Knowledge, Skills, and Experience**
- **Communication & Leadership Skills**: Excellent communication skills with the ability to build rapport, lead by example, and influence both customers and team members positively.
- **Organizational Abilities**: Strong organizational and time management skills, with a talent for multitasking and prioritizing work.
- **Problem-Solving**: Proven problem-solving abilities, with a proactive approach to addressing and resolving customer issues.
- **Managerial Experience**: Previous experience in a supervisory or senior customer service role preferred, with the ability to step into a management role when needed.
- **Customer-Focused Mindset**: Demonstrated experience in customer account management, with a commitment to delivering a high standard of service.
- **Experience**: At least two years of relevant experience in customer service, ideally within a healthcare or B2B environment.

**Education**
- A-Level or equivalent education preferred, but not essential.

**Location**

This is a full-time position based at our offices in Knaresborough.

**Salary**

£27,000 to £33,500, depending on experience.

**Benefits**
- 25 days annual leave plus UK bank holidays
- Company pension
- Employee discount
- Free flu jabs
- On-site free parking
- Casual dress code
- Opportunity for continuous professional development and career growth

**Join Us**

If you’re a motivated customer service professional looking to step into a senior role with managerial responsibilities, we’d love to hear from you. At Andway Healthcare, you