Crowcon
Senior Customer Relationship Administrator
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Senior Customer Relationship Administrator
Customer Relationship Team Lead / Senior Customer Facing Role
About the Role
Help grow a safer, cleaner, healthier future for everyone, every day.
As a key member of the Customer Relationship Team, you will provide exceptional support to customers while assisting with managerial responsibilities, especially during the manager’s absence. This role involves:
- First-point escalation for complex customer issues
- Day-to-day operational oversight
- Supporting seamless team workflows and high levels of service
- Ensuring business continuity through leadership and process improvements
The team generates orders, resolves inquiries, and collaborates cross-departmentally (Sales, Production, Logistics) to exceed customer expectations.
Key Responsibilities
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Customer Support & Escalation:
- Process customer orders, quotes, and inquiries to meet KPI targets
- Resolve complex complaints, ensuring customer satisfaction
- Act as the primary escalation point for unresolved issues
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Team Management & Leadership:
- Assist the manager in monitoring performance and ensuring team alignment with KPIs
- Cover managerial duties in absence (staffing, goal-setting, team motivation)
- Onboard/train new hires and provide continuous feedback for improvement
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Process Improvement & Efficiency:
- Suggest innovative operational enhancements to boost team/customer experience
- Develop and maintain written procedures adhering to company standards
- Collaborate on cross-departmental workflows for smoother service delivery
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Reporting & Reporting:
- Generate and analyse customer service metrics
- Present insights to help refine strategies
We’re Looking For
Essential Skills & Experience
- Proven track record in a senior customer-facing or management support role
- Experience providing cover management during leader absences
- Strong leadership, problem-solving, and communication skills
- Ability to motivate teams in fast-paced environments
- Knowledge of CRM/ERP systems, Microsoft Office, and performance metrics
Personal Traits & Values
- Passion for purpose-driven work and company values
- Cultural sensitivity and collaborative spirit
- No tolerance for office politics—straightforward approach required
- Commitment to developing future leaders
- Innovative mindset to challenge the status quo
- Ability to simplify complex challenges
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Company Benefits
- Generous pension contribution (up to 10.5% matched)
- Hybrid working options
- Company share scheme
- Health cash plan, eyecare (Specsavers), and life insurance
- 25 days holiday + birthday off after 1 year
- Holiday purchase (3 days extra)
- Paid parental leave (14 weeks maternity/paternity/adoption)
- Cycle to work scheme & subsidised transport
- Annual train ticket assistance
- Employee assistance programme
- Learning & development opportunities
- Free parking & EV charging points
- Salary sacrifice car leasing
At Crowcon, we recognise that perfect experience isn’t a requirement—diversity brings strength. If you’re excited by this role, apply anyway! Your journey could be our next opportunity.
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