Customer Relationship Assistant
We’re looking for a Customer Relationship Assistant to join our Industrial & Commercial Services (ICS) division at our Birmingham site to deliver exceptional customer service while supporting Account Managers and the Customer Service Manager in strengthening client relationships and driving continuous improvement.
This is a varied, rewarding role ideal for someone with strong communication, organisation, and analytical skills.
Responsibilities
- Serve as the dedicated point of contact for complex or at‑risk customers, helping rebuild and strengthen partnerships.
- Manage all direct communications (email, phone) from key customers efficiently and professionally.
- Collate and relay feedback from Drivers and On‑Premise Delivery teams to Account Managers.
- Support account management activity, including meeting preparation, reporting, and analysis of service issues and risks.
- Prepare quotations (CARs), contractual documentation, and ensure timely follow‑up of actions.
- Contribute to revenue generation activities by coordinating with Operations and Service teams and maintaining regular reporting.
- Analyse lost business and complaint data to identify service trends and improvement areas.
- Provide accurate financial reporting and contribute to business reviews with General Managers.
- Offer training, coaching and subject‑matter support to colleagues when required.
- Work collaboratively on projects that drive service and process improvements across the IC….
Qualifications
- Strong customer service and relationship‑building skills.
- Excellent communication skills (verbal and written).
- Highly proficient in Microsoft Office (especially Excel) and Microsoft Dynamics.
- Attention to detail with strong analytical and organisational abilities.
- Ability to work independently, manage multiple priorities and meet deadlines.
- Experience in sales, service management or administration is desirable.
- Previous people management experience is advantageous.
Benefits
- 29 Days Holiday
- Employee Assistance Programme
- On‑site Parking
- Clear career progression within a multinational organisation
- 29 days holiday (including bank holidays)
- Ongoing training and development opportunities
- Be part of a company committed to sustainability and the circular economy
- A supportive team environment where your ideas and contributions matter
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