Customer Experience & Operations Specialist

Hales Group Ltd; Lowestoft; On-site; GBP 25,000 - 31,000; Full time

Job summary

Hales Group Ltd in Lowestoft is seeking a Customer Operations Advisor to support the delivery of an exceptional customer experience across service operations. You will handle customer enquiries, coordinate appointments, and help ensure a smooth journey from start to finish.

The role suits someone with strong customer service or operations experience who enjoys problem-solving, coordinating activity, and working in a busy service-led team.

Qualifications

• Customer service, operations, service coordination, or support experience.
• Strong written and verbal communication skills.
• Ability to manage multiple priorities in a fast-paced environment.
• Excellent organisational and problem-solving abilities.
• High level of accuracy in administration and customer communication.
• Proficiency with Microsoft Office 365 and CRM/business systems.
• Experience in technical/engineering/service-led environments is desirable.

Responsibilities

• Customer Support handle customer enquiries, provide updates, and ensure a high-quality service experience
• Service Coordination organise engineer schedules, service appointments, repairs, and maintenance activities
• Customer Journey Management support customers from initial enquiry through installation, servicing, and aftercare
• Issue Resolution manage and resolve customer complaints or service issues professionally and efficiently
• Relationship Building maintain strong communication with customers, engineers, suppliers, and service partners
• Operational Administration process orders, update CRM records, produce documentation, and support daily workflows
• Performance Awareness monitor customer feedback and service KPIs, highlighting areas for improvement
• Team Support assist colleagues with workload, share best practice, and contribute to a positive team environment
• Process Improvement identify opportunities to streamline tasks and enhance customer satisfaction
• Reporting & Compliance produce accurate reports and ensure adherence to company policies and procedures
• Business Support contribute to wider operational and commercial objectives across the organisation

Skills

Customer Service

Communication

Multitasking

Organisation

Attention to Detail

MS Office / CRM

Industry Experience

Job description

Hales Group Ltd in Lowestoft is seeking a Customer Operations Advisor to support the delivery of an exceptional customer experience across service operations. You will handle customer enquiries, coordinate appointments, and help ensure a smooth journey from start to finish.

The role suits someone with strong customer service or operations experience who enjoys problem-solving, coordinating activity, and working in a busy service-led team.