SRG
Customer Service Executive
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Customer Service Executive
12-Month Fixed-Term Contract | Hybrid/Remote role | £33,245 per annum
About the Role
We are seeking a Customer Service Executive to join our Sales Operations team on a 12-month fixed-term secondment cover contract.
This is a pivotal role within the organisation's customer service function, acting as a link between customers, and internal teams such as Business Development, Bids, Project Management, Finance, Legal and customers to ensure the smooth processing and management of commercial opportunities and customer orders. While the title is Customer Service Executive, this role is much broader than traditional customer service, combining order management, reporting, CRM administration, customer support, and business intelligence activities.
We're looking for someone who is organised, adaptable, and comfortable working independently. Previous customer service or CRM experience is beneficial but not essential. What matters most is your ability to learn quickly, build relationships, work across multiple stakeholders, and manage a high volume of activities accurately and professionally.
What You'll Be Responsible For:
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Customer Order Processing & Coordination
- Process incoming customer orders and ensure all information is accurate and complete.
- Raise customer order acknowledgements and ensure a smooth handover to Project Management teams.
- Track and manage the progression of customer orders through internal systems.
- Work closely with various internal teams to ensure an efficient customer journey.
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Customer Service & Stakeholder Support
- Act as an initial point of contact for customer enquiries and issues.
- Support customer satisfaction activities, including Net Promoter Score (NPS) programmes.
- Assist in the resolution and coordination of customer complaints and issues.
- Build strong working relationships across a wide range of internal stakeholders and external customers.
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CRM & Data Management
- Support the ongoing maintenance and integrity of CRM system (Microsoft Dynamics 365).
- Ensure customer, project, and opportunity data is accurate and up to date.
- Assist with CRM reporting, data analysis, and records management activities.
- Support the wider Sales Operations team in developing and improving processes and data quality.
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Reporting & Business Intelligence
- Produce reports relating to order intake, sales performance, customer activity, and business metrics.
- Support KPI, month-end, and quarter-end reporting activities.
- Analyse information and provide insights to support decision-making.
- Use Excel, Power BI, and other reporting tools to support operational performance.
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Wider Business Support
- Engage with internal teams and stakeholders and attend meetings as required.
- Assist Business Development teams by researching and developing target customer lists.
- Support the management of the various external memberships to which the company subscribes.
- Help ensure that customer opportunities are effectively managed and recorded.
About You
You are an organised, customer-focused professional who enjoys working with people, processes, and data.
You'll bring:
- Experience working in an office, administrative, customer service, sales support, or business support environment.
- Strong communication skills and the ability to build relationships with a wide variety of stakeholders.
- Excellent organisational skills with the ability to manage multiple priorities.
- Strong attention to detail and numerical accuracy.
- Confidence working with systems, data, and reporting tools.
- A proactive approach and willingness to learn new systems and processes.
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Highly Desirable Experience
- CRM systems experience, particularly Microsoft Dynamics 365.
- Strong Excel skills, including reporting, data analysis, pivot tables, and dashboards.
- Power BI or similar reporting tool experience.
- Customer complaints handling or customer service process management.
- Experience working remotely or within hybrid teams.
- Sales support, business development support, or order processing experience.
Why Join?
- Opportunity to join a supportive and collaborative Sales Operations team.
- Exposure to customer service, commercial operations, CRM, reporting, and business development activities.
- Full training and support provided.
- Opportunity to develop valuable commercial and operational experience.
- Flexible hybrid working environment.
- Competitive salary (£33,245).
The Opportunity
This role would suit someone from a customer service, administration, sales support, operations, or business coordination background who is looking to broaden their experience in a commercial environment. If you're highly organised, comfortable working with systems and data, and enjoy supporting colleagues and customers behind the scenes, this is an excellent opportunity to join and develop your career within a collaborative and supportive team.
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