Customer Service Executive

Holt Executive Ltd; Giffnock; Hybrid; GBP 60,000 - 80,000; Full time

Job summary

A leading defence support company in Giffnock seeks a Customer Service Executive to enhance aftersales services. The role involves managing customer inquiries for spares and repairs, ensuring timely delivery, and requires strong communication skills. Hybrid working options and generous benefits are offered, including a pension plan and career development support. Eligibility for UK Security Clearance is mandatory.

Benefits

Hybrid working options

28 days annual leave

Pension matched up to 5%

Employee Assistance Programme

Free onsite parking

Career development support

Qualifications

• Experience in a customer service/support role is essential.
• Strong communication skills are required.
• Ability to work independently and manage time effectively.

Responsibilities

• Provide customer support for spares, repairs, and services.
• Coordinate with teams for on-time delivery of hardware.
• Generate customer service reports.

Skills

Customer service experience

Interpersonal skills

Problem solving

Microsoft Office proficiency

Tools

Jira

Confluence

ERP systems

Job description

Joining a collaborative and customer-focused team, the Customer Service Executivewill support the delivery of aftersales services across the defence client base. Reporting to the Customer Logistics Support Manager, you’ll play a key role in managing spares, repairs, services and field engineering deployments to ensure seamless customer support and satisfaction.

Key Responsibilities:

• Provide day-to-day customer support for contracts involving spares, repairs, and field service engineering.
• Coordinate with internal teams to ensure on-time delivery of hardware and documentation.
• Propose pricing and updates for in-service support, tailored to specific client requirements.
• Collaborate with the Integrated Logistics Services team on Obsolescence Management and maintain related plans.
• Maintain service level compliance and accurate quoting/communication records.
• Generate internal and external customer service reports.
• Work closely with CLS Sales Manager to improve service offerings and address customer needs.

Skills & Experience Required:

Essential:

• Prior experience in a customer service or support role.
• Strong interpersonal and customer-facing communication skills.
• Able to work independently, manage time, and solve problems effectively.
• Proficient in Microsoft Office applications.

Desirable:

• Experience with ERP systems.
• Understanding of import/export processes including dual-use or military goods.
• Familiarity with Jira and Confluence.

Personal Attributes:

• A positive, flexible, and proactive approach to challenges.
• Strong attention to detail and organisational skills.
• Excellent written and verbal communication.
• Values-driven: Teamwork, Integrity, Excellence, Courage.

Work-Life Balance & Benefits:

• 37.5-hour workweek with Friday lunchtime finishes
• Hybrid and flexible working options
• 28 days annual leave + Christmas shutdown
• Holiday purchasing scheme
• Pension matched up to 5%
• Income protection & life assurance policies
• Employee Assistance Programme– mental health, remote GP, second opinion and physio
• EV salary sacrifice scheme & company share incentive plan
• High-street discount platform and regular wellbeing initiatives
• Free onsite parking, gym discounts & social activities
• Career development support and structured L&D opportunities

Security Clearance Requirements:

All applicants must be eligible for UK Security Clearance. Proof of UK residency for at least 5 years, along with right-to-work and employment history documentation, will be required upon successful offer.

Interested?

If you're a people-oriented problem solver with a passion for customer success and a background in service delivery, we want to hear from you.