Senior Customer Relationship Administrator

Halma plc; Abingdon; Hybrid; GBP 30,000 - 45,000; Full time

Benefits offered by this job

Generous company pension

Hybrid working

Health cash plan

25 days holiday

Learning and development opportunities

Employee assistance programme

Job summary

Halma plc is seeking a Customer Relationship Team member in Abingdon, UK. This position involves providing exceptional support to customers, acting as the first escalation point, and assisting managerial responsibilities during the manager's absence. Key duties include monitoring performance, resolving complex customer queries, and ensuring team efficiency. Candidates should have strong leadership and communication skills and familiarity with CRM systems. The role offers hybrid working and various company benefits, including a generous pension plan and health cash plan.

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 for complex issues.

Responsibilities

• Assist Manager with monitoring team performance and KPIs.
• Provide frontline support to customers, processing orders and inquiries.
• Oversee the day-to-day operations of the customer relationship team.

Skills

Senior customer facing experience

Strong communication skills

Leadership skills

Problem-solving skills

Time-management skills

Tools

CRM systems

Microsoft packages

ERP systems

Job description

Help grow a safer, cleaner, healthier future for everyone, every day.As a member of the Customer Relationship Team, you will provide exceptional support to customers as the first escalation point while supporting the manager running the team. Assisting with managerial responsibilities particularly during the Managers absence. This role involves operation oversight working with the manger to ensure smooth day to day running of the customer relationship team, ensuring high levels of service and efficiency, and acting as the point of escalation for complex customer issues. The role will involve covering the Managers role when necessary, maintaining leadership and ensuring business continuity.The team is made up as follows:* Communication with customers via email and telephone.* Process and follow up customer orders and quotes to achieve KPI results.* Resolving customer queries and complaints.* Working with other departments such as sales, production and logistics to address customer needs and ensure smooth cross-departmental operations.* Generate and review reports.* Consistently searching for innovative ideas for improvement to processes.* Regular feedback to the manager so that she is aware of any performance issues.You will:* Assist the Manager with monitoring performance ensuring the team meets KPI’s and delivers exceptional customer service.* Provide frontline support to customers, processing customer orders and quotes, addressing inquiries, resolving issues and ensuring customer satisfaction. Act as the escalation point for more complex or unresolved customer queries.* Ensure smooth day-to-day operations of the customer relationship team, overseeing scheduling, workflow management and ensuring efficient use of resources.* Work alongside the manager to monitor workload, team performance and compliance with KPI’s, offering guidance to ensure 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 absence of the manager, including motivating the team, setting team goals, and making staffing decisions.* Identify areas where processes or policies can be enhanced and work towards implementing improvements for both team efficiency and customer satisfaction.* Create and maintain written procedures in line with our processes.* Work alongside the manager to provide motivation to the team, promoting a positive customer-focused environment.**Your skills & experience*** A 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, with the ability to resolve complex issues efficiently and professionally.* Knowledge of customer relationship processes (including KPI’s 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 packages 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 issues**Company benefits:*** Generous company pension (up to 10.5% matched on a sliding scale)* Hybrid working* Company shares* Health cashplan (Medicash)* Eyecare scheme (with Specsavers)* Corporate life insurance* 25 days holiday* Your 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 leasingDon’t have every single listed have shown that women and people from diverse backgrounds are less likely to apply for jobs unless they meet every single qualification. At Crowcon we are actively building and encouraging a diverse and inclusive workplace culture, so if you’re excited about this role as the next step of your career, but you don’t feel confident you have enough past experience to perfectly align with the job description, we encourage you to apply anyway. You may be just the right candidate for this or another role we may have.#LI-BI1#Crowcon Let us know you're interested in a future opportunity by clicking Introduce Yourself in the top-right corner of the page or create an account to set up email alerts as new job postings become available that meet your interest!Halma is a global group of life-saving technology companies, focused on growing a safer, cleaner, healthier future for everyone, every day. Its purpose defines the three broad market areas where it operates: • Safety: protecting life as populations grow and protecting worker safety. • Environment: addressing the impacts of climate change, pollution and waste, protecting life-critical resources and supporting scientific research. • Health: meeting rising healthcare demand as growing populations age and lifestyles change. It employs over 7,000 people in more than 20 countries, with major operations in the UK, Mainland Europe, the USA and Asia Pacific. Halma is listed on the London Stock Exchange (LON: HLMA) and is a constituent of the FTSE 100 index. In January 2022, Halma was named one of Britain's Most Admired Companies by Management Today.