Senior Customer Relationship Administrator

Senior Customer Relationship Administrator

Help grow a safer, cleaner, healthier future for everyone, every day.

Responsibilities

• Assist the Manager with monitoring performance to ensure the team meets KPI’s and delivers exceptional customer service.
• Provide frontline support to customers, processing orders and quotes, addressing inquiries, resolving issues and ensuring customer satisfaction. Act as the escalation point for more complex or unresolved queries.
• Ensure smooth day‑to‑day operations of the customer relationship team, overseeing scheduling, workflow management and efficient resource use.
• Work alongside the manager to monitor workload, team performance and compliance with KPI’s, offering guidance to maintain high service standards.
• Assist with onboarding and training new team members and provide feedback to improve service, quality and efficiency.
• Take on managerial responsibilities in the manager’s absence, including motivating the team, setting goals, and making staffing decisions.
• Identify areas for process or policy enhancement and work towards implementing improvements for team efficiency and customer satisfaction.
• Create and maintain written procedures in line with our processes.
• Promote a positive, customer‑focused environment by motivating the team.

Qualifications

• A proven track record in a senior customer‑facing team role, with experience in management cover conditions.
• Strong communication, leadership, and problem‑solving skills.
• Ability to manage and motivate a team in a fast‑paced environment.
• Excellent customer handling skills, with the ability to resolve complex issues efficiently and professionally.
• Knowledge of customer relationship processes, including KPI’s and performance metrics.
• Strong organisational and time‑management skills.
• Ability to step into managerial duties and handle team and operational responsibilities.
• Familiarity with CRM systems, Microsoft packages and ERP is preferred.
• Personal attributes: passion and values, cultural sensitivity, collaborative team player, straightforward, believes in developing future leaders, curious and disruptive, turns complex problems into simple solutions.

Benefits

• Generous company pension (up to 10.5% matched on a sliding scale)
• Company shares
• Eyecare scheme (with Specsavers)
• 25 days holiday
• Birthday off (after 1 year of service)
• 3 days holiday purchase
• 14 weeks paid maternity, paternity, adoption leave
• Cycle to work scheme
• Subsidised annual bus pass
• Annual train ticket payment scheme
• Employee assistance programme
• Learning and development opportunities
• Free parking and subsidised EV charging points
• Salary sacrifice car leasing

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