Senior Customer Relationship Administrator

Crowcon; Abingdon; Hybrid; GBP 30,000 - 45,000; Full time

Benefits offered by this job

Generous company pension

Hybrid working

Company shares

Health cash plan

Annual train ticket payment scheme

Learning and development opportunities

Job summary

Crowcon is seeking a Customer Relationship Team member in Abingdon, UK. This role involves operational oversight and supports the manager during their absence. The candidate should have strong communication and leadership skills, managing a team to deliver exceptional customer service while overseeing workflow and performance. Benefits include a generous pension scheme, hybrid working options, and comprehensive healthcare plans.

Qualifications

• Proven track record in a senior customer-facing team role.
• Ability to manage and motivate a team in a fast-paced environment.
• Excellent customer handling skills.

Responsibilities

• Assist the Manager with monitoring team performance and KPIs.
• Provide frontline support and escalate complex issues.
• Oversee scheduling, workflow management, and resource use.

Skills

Strong communication skills

Leadership

Problem-solving skills

Knowledge of customer relationship processes

Strong organisational skills

Experience in management

Tools

CRM systems

Microsoft Office

ERP

Job description

A member of the Customer Relationship Team will provide exceptional support to customers as the first escalation point while supporting the manager running the team, particularly during the manager’s absence. The role involves operational oversight, ensuring smooth day‑to‑day running, maintaining high service levels, and acting as the point of escalation for complex customer issues.

Team Structure

• Communication with customers via email and telephone
• Process and follow‑up customer orders and quotes to achieve KPI results
• Resolve customer queries and complaints
• Work with other departments such as sales, production and logistics to address customer needs and ensure smooth cross‑departmental operations
• Generate and review reports
• Consistently search for innovative ideas for process improvement
• Provide regular feedback to the manager on performance issues

Responsibilities

• Assist the Manager with monitoring performance, ensuring the team meets KPIs and delivers exceptional customer service
• Provide frontline support to customers: processing orders and quotes, addressing inquiries, resolving issues and ensuring customer satisfaction; act as the escalation point for more complex or unresolved queries
• Ensure smooth day‑to‑day operations of the customer relationship team, overseeing scheduling, workflow management and efficient use of resources
• Work with the manager to monitor workload, team performance and compliance with KPIs, offering guidance to maintain high standards of service
• Assist with onboarding and training new team members and provide feedback to the existing team to improve service, quality and efficiency
• Take on managerial responsibilities in the manager’s absence, including motivating the team, setting team goals, and making staffing decisions
• Identify areas where processes or policies can be enhanced and work toward implementing improvements for both team efficiency and customer satisfaction
• Create and maintain written procedures in line with our processes
• Promote a positive, customer‑focused environment and provide motivation to the team

Skills & Experience

• Proven track record in a senior customer‑facing team role with experience in management cover conditions
• Strong communication, leadership and problem‑solving skills
• Ability to manage and motivate a team in a fast‑paced environment
• Excellent customer handling skills, able to resolve complex issues efficiently and professionally
• Knowledge of customer relationship processes (including KPIs and performance metrics)
• Strong organisational and time‑management skills
• Ability to step into managerial duties and handle team and operational responsibilities
• Familiarity with CRM systems, Microsoft Office and ERP is preferred

About You

• You inspire with your passion and values
• You are culturally sensitive
• You are a collaborative team player
• You are straightforward and have no interest in politics
• You believe in developing future leaders in the business
• You are curious and disrupt the status quo
• You turn complex problems into simple solutions

Company Benefits

• Generous company pension (up to 10.5% matched on a sliding scale)
• Hybrid working
• Company shares
• Health cash plan (Medicash)
• Eyecare scheme (with Specsavers)
• Corporate life insurance
• 25 days holiday
• Birthday off (after 1 year of service)
• 3 days holiday purchase
• 14 weeks paid maternity, paternity, adoption leave
• Cycle to work scheme
• Subsidised annual bus pass
• Annual train ticket payment scheme
• Employee assistance programme
• Learning and development opportunities
• Free parking and subsidised EV charging points
• Salary sacrifice car leasing