Customer Service Operations Support - x2

We are looking for two customer-focused individuals to join the team as a Customer Service Operations Support to play a key part in ensuring the efficient delivery of customer service and operational activities across the business. This role includes being responsible for providing comprehensive administrative support for the daily operations of the Customer Service team and wider departments. They will also ensure the smooth coordination of internal processes, reporting, outbound logistics, and cross-functional communication all whilst delivering exceptional service to our customers.

This is a permanent full time position which is fully office based at our head office in Tamworth.

Main Duties

Operations & Administrative Support
• Provide comprehensive administrative support to the Customer Services team and wider business.
• Coordinate customer orders, collections, deliveries, and replacement requests to ensure efficient service delivery.
• Manage shared inbox activities and maintain accurate records and documentation.
• Support customs and compliance processes relating to UK and Ireland deliveries.

Reporting & Analysis
• Produce and analyse operational reports to identify trends, issues, and opportunities for improvement.
• Monitor carrier performance, delivery metrics, and collection activity, providing insights to support business decisions.
• Compile data and reports to support management and business planning activities.

Customer & Stakeholder Coordination
• Build effective relationships with customers, carriers, and internal departments to ensure seamless operations.
• Investigate and resolve delivery, logistics, and operational issues in a proactive and timely manner.
• Collaborate with Customer Service, Warehouse, Quality, and other teams to minimise disruption and enhance customer satisfaction.

Continuous Improvement & Support
• Identify opportunities to improve operational processes and service delivery.
• Support wider business activities, including reception cover and general administrative tasks where required.
• Undertake any other reasonable duties in line with the needs of the business.

Skills and Experience

Essential:
• Strong organisational skills with the ability to manage multiple priorities effectively.
• Excellent attention to detail and commitment to accuracy.
• Strong communication and relationship-building skills.
• Proactive, adaptable, and solution-focused approach.
• Ability to work independently while contributing positively within a team environment.
• Knowledge of Microsoft Outlook, Word, and Excel.

Desirable:
• Experience working with ERP or business management systems.
• Experience within a manufacturing, distribution, logistics, or customer service environment.
• Knowledge of customs, shipping, or carrier management processes.