Senior Customer Relationship Associate (Deputising for Manager)

Abingdon-On-Thames, England, United Kingdom

6/19/2025

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Senior Customer Relationship Associate (Deputising for Manager)

Key Responsibilities

• Team Performance: To assist the Manager with monitoring performance ensuring the team meets KPI’s and delivers exceptional customer service.
• Customer Support: Provide frontline support to customers, processing customer orders and quotes, addressing inquiries, resolving issues, and ensuring customer satisfaction. Act as the escalation point for more complex or unresolved customer issues.
• Operational Oversight: Ensure smooth day-to-day operations of the customer relationship team, overseeing scheduling, workflow management, and ensuring efficient use of resources.
• Performance Monitoring: To work alongside the manager to monitor workload, team performance and compliance with KPI’s (Key Performance Indicators), offering guidance to ensure high standards of service.
• Training & Development: Assist with onboarding and training new team members and provide feedback to the existing team to improve service quality and efficiency.
• Managerial Duties: Take on managerial responsibilities in the absence of the Manager, including motivating the team, setting team goals, and making staffing decisions.
• Reporting: Generate and review reports. Highlight issues, and opportunities for improvement.
• Process Improvement: Identify areas where processes or policies can be enhanced and work towards implementing improvements for both team efficiency and customer satisfaction.
• Team Motivation & Support: Working alongside the manager to provide motivation to the team, promoting a positive, customer-focused environment.
• Collaboration: Work with other departments, such as sales, production and logistics, to address customer needs and ensure smooth cross-departmental operations.
  
  

Key Skills & Qualifications

• Proven experience 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 service processes (including KPIs, and performance metrics.
• Familiarity with CRM systems, Microsoft packages and ERP preferred.
• Ability to step into managerial duties and handle team and operational responsibilities.
• Strong organizational and time-management skills.
  
  

Preferred Qualifications

• Experience in managing a customer service team, especially in a senior role.
• Knowledge of team management tools and best practices in customer relations.
• Ability to adapt to changing priorities and business needs.
  
  

Working Conditions

• Full-time hybrid role – approximately 2 days working in the office and 3 days working from home. Days may be changeable, so flexibility is required.
• The role requires flexibility to manage both customer relationship tasks and deputising for the manager as needed.
• A fast-paced and dynamic work environment.
  
  

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