Strategic Customer Service Advisor

Cromwell Group (Holdings) Ltd; Brierley Hill; On-site; GBP 27,000 - 34,000; Full time

Benefits offered by this job

Bonus scheme

Enhanced pension contribution

Annual leave purchase option

Maternity & Paternity pay

Healthcare cash plan

Employee assistance programme

Job summary

Cromwell Group (Holdings) Ltd in the United Kingdom is seeking a Specialist Customer Service Advisor to manage the customer journey from enquiry to resolution. You will resolve complex enquiries and escalations, build trusted relationships, and deliver commercially balanced solutions that exceed expectations.

You will work across Sales, Supply Chain, Branch Operations and Suppliers, collaborating to drive improvements and digital adoption while maintaining exceptional service standards.

Qualifications

• Proven experience within a customer service environment.
• Experience managing complex customer issues or escalations.
• Excellent communication and relationship-building skills.
• Strong commercial awareness and problem-solving ability.
• High attention to detail with excellent organisational skills.
• Confidence using Microsoft Office, CRM and ERP systems.

Responsibilities

• Manage complex customer enquiries, quotations, orders and escalations.
• Build long-term relationships with strategic customers.
• Deliver commercially balanced solutions while maintaining excellent service.
• Work collaboratively across multiple business functions to resolve customer issues.
• Identify opportunities for service improvement and digital adoption.

Skills

Customer service experience

Communication

Relationship-building

Commercial awareness

Problem-solving

Attention to detail

Organisational skills

CRM usage

Tools

Microsoft Office

CRM systems

ERP systems

Job description

Cromwell Group (Holdings) Ltd in the United Kingdom is seeking a Specialist Customer Service Advisor to manage the customer journey from enquiry to resolution. You will resolve complex enquiries and escalations, build trusted relationships, and deliver commercially balanced solutions that exceed expectations.

You will work across Sales, Supply Chain, Branch Operations and Suppliers, collaborating to drive improvements and digital adoption while maintaining exceptional service standards.