Customer Support Executive

Logistics; Royal Tunbridge Wells; Hybrid; GBP 23,000 - 28,000; Full time

Benefits offered by this job

Health Cash Plan for all employees

Private Medical Insurance for managers

Employee Assistance Programme and MHFA

Enhanced Family Leave policy

Flexible and remote working

Two paid days off per year for charity

Job summary

Logistics UK is seeking a Customer Support Executive to join our friendly team in Tunbridge Wells. You will be the first point of contact for customers, handling enquiries by phone and email, and ensuring professional, helpful interactions across a range of services.

You will support members, manage enquiries, promote services, and identify opportunities to grow customer relationships. The role involves coordinating with teams across the business to deliver an exceptional customer experience

Qualifications

• Customer-focused approach and passion for helping people.
• Excellent communication and telephone skills.
• Strong computer literacy and good numerical ability.
• Proactive and positive attitude with initiative.
• Excellent organisational skills and attention to detail.
• Ability to prioritise workload and meet deadlines in a busy environment.
• Team-focused mindset and willingness to support colleagues.

Responsibilities

• Manage inbound customer enquiries via phone and email, taking ownership through to resolution.
• Provide support to members and customers not on account management.
• Follow up on web and general enquiries to identify customer needs and opportunities.
• Support membership and contract renewals, and promote relevant products and services.
• Identify opportunities to upsell and cross-sell across the product portfolio.
• Assist with event bookings and administration.
• Manage training course bookings and related administration.
• Assist Finance Team with invoice queries and overdue payment processes.
• Maintain accurate customer records and communications in the CRM system.
• Meet service level agreements and support colleagues across the business.
• Uphold core values of Excellence, Dynamism, Togetherness and Reputation.

Skills

Customer focus

Communication skills

Numerical ability

Initiative

Organisational skills

Time management

Team player

Tools

CRM systems

MS Office

Job description

We are looking for a Customer Support Executive to join our friendly and supportive team in Tunbridge Wells. This is a fantastic opportunity for a customer-focused individual who enjoys helping customers, identifying sales opportunities and providing excellent support across a range of products and services.

As a Customer Support Executive, you will be the first point of contact for many of our customers, members and colleagues, handling enquiries by phone and email and ensuring every interaction is professional, helpful and efficient.

You will play a key role in supporting our members, managing customer enquiries, promoting our services, and helping to identify opportunities to grow and develop customer relationships. Working closely with teams across the business, you'll ensure customers receive an exceptional experience from start to finish.

Why Join Logistics UK?

This is an excellent opportunity to join a successful organisation where you will play an important role in supporting customers and contributing to the growth of the business. You will be part of a collaborative team environment, working from our Tunbridge Wells office Monday to Friday, with opportunities to develop your skills and build a rewarding career.

Logistics UK, formerly the Freight Transport Association is one of the biggest business groups in the UK, representing the entire industry with members from the road, rail, sea, and air industries, as well as the buyers of freight services such as retailers and manufacturers whose businesses depend on the efficient movement of goods.

An effective supply chain is vital to Keep Britain Trading, directly impacting over 7 million people employed in making, selling and moving the goods that affect everyone everywhere. With Brexit, technology and other disruptive forces driving changes in the way goods move across borders and through the supply chain, logistics has never been more important to UK PLC.

Key Responsibilities

• Managing inbound customer enquiries via phone and email, taking ownership through to resolution.
• Providing support to our non-account managed members and customers.
• Following up on web and general enquiries to identify customer needs and opportunities.
• Supporting membership and contract renewals, as well as promoting relevant products and services.
• Identifying opportunities to upsell and cross-sell across our product portfolio.
• Assisting with event bookings and administration.
• Managing training course bookings and associated administration.
• Supporting the Finance Team with invoice queries and overdue payment processes.
• Maintaining accurate customer records and communications within the CRM system.
• Meeting service level agreements and supporting colleagues across the wider business.
• Upholding our core values of Excellence, Dynamism, Togetherness and Reputation.

• A customer-focused approach and a passion for helping people.
• Excellent communication and telephone skills.
• Strong computer literacy and good numerical ability.
• A proactive and positive attitude with the ability to use your initiative.
• Excellent organisational skills and attention to detail.
• The ability to prioritise workload and meet deadlines in a busy environment.
• A team-focused mindset and a willingness to support colleagues when needed.

We value our employees and offer a wide range of benefits recognising that no two employees are the same - everyone has different preferences and needs that change over time.

• Basic salary of £25,000 per annum
• 25 days of annual leave plus bank holidays
• Christmas Working Arrangement for extra days off during the festive period
• Health Cash Plan for all employees and Private Medical Insurance for managers
• Employee Assistance Programme and Mental Health First Aiders
• Enhanced Family Leave policy
• Flexible and remote working arrangements
• Two paid days off per year for charity or volunteering work
• Various learning and development opportunities
• Range of pension schemes
• Award scheme to recognise outstanding employees
• Life Assurance Scheme for peace of mind