Customer Support

Location: Cambourne, CB23 6DW (Hybrid after training)
Salary: Completive Salary
Employment Type: Permanent
Working Hours: Monday - Friday
Start Date: ASAP

We are currently recruiting for a Customer Support professional to join the Service Support team. This is an excellent opportunity for a customer-focused individual to become part of a collaborative, high-performing team delivering best-in-class service to customers.

The Role

The Service Support team is the primary point of contact for all customer support relating to installed assets. You will play a key role in delivering a consistent and high-quality customer experience, ensuring accurate case management, timely communication, and effective collaboration across internal teams.

As a Customer Support team member, you will act as an ambassador for the business, placing customers at the heart of everything you do while supporting overall business performance targets.

Key Responsibilities

• Efficiently manage customer cases within Salesforce CRM, ensuring accurate logging, proactive updates, and timely case closure
• Process service orders and invoicing accurately and promptly using SAP
• Handle credits, returns, repairs, and warranty replacement goods
• Generate quotations for work orders and service contracts and administer service contracts, including preventative maintenance actions
• Liaise closely with customers, regional managers, engineers, and wider internal teams
• Support dispute resolution and credit processing in collaboration with Credit Control teams to ensure effective cash collection
• Investigate issues, identify root causes, and work collaboratively with support teams to deliver long-term solutions
• Manage customer components booking-in and booking-out processes
• Ensure full compliance with complaints procedures, escalating issues where required
• Contribute to continuous improvement initiatives that enhance team processes and the customer experience
• Carry out general administrative duties as required

Skills, Experience & Competencies

Essential:

• Strong customer focus with a collaborative mindset
• Confident and professional communicator - clear, concise, and proactive
• Ability to work efficiently in a fast-paced, pressurised environment
• Intermediate Microsoft Office skills
• Strong work ethic and attention to detail

Desirable:

• Experience using Salesforce
• Knowledge of SAP S/4 (or similar ERP systems)

What's on Offer

• Competitive salary
• Annual bonus
• Standard company benefits
• Hybrid working model following completion of training
• Career development opportunities within the company and department

Interview Process

• Stage 1: Teams interview
• Stage 2: On-site interview in Cambourne

If you are passionate about customer service and looking to develop your career within a supportive and collaborative environment, we would love to hear from you.

Apply now to find out more.