Customer Operations Advisor

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

ROLE: Customer Operations Advisor
LOCATION: Lowestoft
PAY: £28,000 per annum
HOURS: Full-Time | Monday to Friday
CONTRACT: Permanent Position

Hales Group are seeking an enthusiastic and customer-focused Customer Operations Advisor to support the delivery of an exceptional customer experience across service operations. This role is ideal for someone with strong customer service or operations experience who enjoys problem‑solving, coordinating activity, and being a key part of a busy, service‑led team. You’ll play an important role in managing customer enquiries, supporting service delivery, coordinating appointments, and ensuring every customer receives a smooth and positive journey from start to finish.

Key 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 & Experience

• Customer Service Experience background in customer service, operations, service coordination, or support roles
• Communication Skills strong written and verbal communication
• Multitasking Ability able to manage multiple priorities in a fast-paced environment
• Organisation & Planning excellent organisational and problem‑solving skills
• Attention to Detail high level of accuracy in administration and customer communication
• Systems Knowledge competent in Microsoft Office 365 and CRM/business systems
• Industry Experience experience in technical, engineering, manufacturing, or service-led environments (desirable)

Why work for Hales Group?

All of our Consultants are committed and experienced in what they do and have been operating in Lowestoft for many years. We treat candidates as our customers and aim to find the right job solution for you.

Hales Group Ltd collects and keeps information from applicants so that we can monitor our recruitment process, ensure compliance with our Equal Opportunities policy, and, when appropriate, send you details of future job opportunities. We keep your name, address, and details of your application. If you do not want us to do this, please contact your local branch.