Customer Experience Lead – Aftermarket Growth

Pertemps Banbury; Cherwell District; On-site; GBP 35,000 - 40,000; Full time

Job summary

Pertemps Banbury is recruiting a Customer Service Lead for an established aftermarket and spares operation in Banbury. The role owns client relationships, handles enquiries and quotations, and coordinates service requirements to ensure satisfaction.

You will drive continuous improvement, identify opportunities to improve performance, and support business growth. The successful candidate will balance day-to-day service delivery with longer-term account development, working across technical

Qualifications

• Experience in customer service, account management, or aftermarket operations.
• Proven ability to manage customer relationships and resolve complex issues.
• Strong communication and influencing skills.
• Excellent organisational and prioritisation abilities.
• Commercial awareness with ability to identify growth opportunities.
• Experience working across multiple departments and stakeholders.
• Strong problem-solving and analytical skills.
• Experience using CRM and/or ERP systems.
• Good Microsoft Office skills, including Excel.

Responsibilities

• Build and maintain strong relationships with key customers and accounts.
• Act as the primary point of contact for customer enquiries, issues and escalations.
• Manage quotations and commercial follow-up activities to maximise conversion rates.
• Identify opportunities to increase aftermarket sales, customer retention and long-term partnerships.
• Promote value-added solutions, upgrades, refurbishment programmes and service offerings.
• Coordinate activities across multiple departments to ensure customer commitments are achieved.
• Proactively identify and resolve service issues, delays and operational challenges.
• Monitor customer service performance and support improvements in response times and customer satisfaction.
• Lead and support continuous improvement initiatives across the department.
• Develop and maintain Standard Operating Procedures (SOPs).
• Analyse KPI data and prepare performance reports and recommendations.
• Support operational efficiency, cost reduction and business improvement projects.

Skills

Communication

Problem-solving

Relationship management

Organisational skills

Commercial awareness

Tools

CRM software

ERP systems

Excel

Job description

Pertemps Banbury is recruiting a Customer Service Lead for an established aftermarket and spares operation in Banbury. The role owns client relationships, handles enquiries and quotations, and coordinates service requirements to ensure satisfaction.

You will drive continuous improvement, identify opportunities to improve performance, and support business growth. The successful candidate will balance day-to-day service delivery with longer-term account development, working across technical