Strategic Customer Service Advisor

Cromwell Group (Holdings) Ltd; Wigston; On-site; GBP 26,000 - 36,000; Full time

Benefits offered by this job

Company bonus scheme

Enhanced employer pension contribution

Additional annual leave

Maternity & Paternity pay

Healthcare Cash Plan

Employee Assistance Programme

Job summary

Cromwell Group (Holdings) Ltd is seeking a Specialist Customer Service Advisor to deliver expert support to major accounts from enquiry to resolution. You will own the customer journey, build trusted relationships, and provide commercially balanced solutions that exceed expectations.

In this role, you will work across Sales, Supply Chain, Branch Operations and Suppliers to resolve complex enquiries and escalations, while contributing to service improvements and digital adoption.

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.
• Share expertise and best practice with colleagues across the team.

Skills

Customer service experience

Complex issue resolution

Excellent communication

Relationship building

Attention to detail

Tools

CRM systems

ERP systems

Microsoft Office

Job description

Cromwell Group (Holdings) Ltd is seeking a Specialist Customer Service Advisor to deliver expert support to major accounts from enquiry to resolution. You will own the customer journey, build trusted relationships, and provide commercially balanced solutions that exceed expectations.

In this role, you will work across Sales, Supply Chain, Branch Operations and Suppliers to resolve complex enquiries and escalations, while contributing to service improvements and digital adoption.