109 Customer Support Managers jobs in Portsmouth
Customer Support Representative
Fareham, South East
Safran
Posted 11 days ago
Job Viewed
Job Description
Customer Support Representative
**Vacancy details**
**General information**
**Entity**
Safran is an international high-technology group, operating in the aviation (propulsion, equipment and interiors), defense and space markets. Its core purpose is to contribute to a safer, more sustainable world, where air transport is more environmentally friendly, comfortable and accessible. Safran has a global presence, with 100,000 employees and sales of 27.3 billion euros in 2024, and holds, alone or in partnership, world or regional leadership positions in its core markets.
Safran is in the 2nd place in the aerospace and defense industry in TIME magazine's "World's best companies 2024" ranking.
Safran Helicopter Engines is the world's leading manufacturer of helicopter engines, with more than 75,000 produced since being founded. It offers the widest range of helicopter turboshafts in the world and has more than 2,500 customers in 155 countries.
**Reference**
**Position description**
**Domain**
Programs / Customer Relations
**Job field / Job profile**
Customer services and support - Front office
**Job title**
Customer Support Representative
**Employment type**
Permanent
**Professional category**
Employees / Staff
**Part time / Full time**
Full-time
**Job description**
What's special about us?
Safran Helicopter Engines are the world's leading manufacturer of rotorcraft turbines and the only one dedicated exclusively to this market. Our UK facility is the European Maintenance Centre Hub for the SHE Group, performing level 1 to level 3 maintenance and repairs on complex helicopter engine components.
Our experienced teams partner with our broad, global customer base, providing both technical expertise and broader support in both the fixed wing and rotary wing markets.
Main Responsibilities
The main purpose of the Customer Support Representative (CSR) is to provide the communication link between the customer and the business. The CSR is responsible for ensuring that all customer requirements are fully captured, understood and effectively communicated to the relevant stakeholders within Safran HE UK. The CSR is responsible for ensuring that the customer is provided with a coordinated and timely response from the business, ensuring On Time Delivery (OTD) and customer satisfaction.
Main Activities
- Look after a portfolio of internal and external customer accounts and acting as the commercial interface for day to day commercial activity associated with New Production and MRO business.
- Meet customer satisfaction and internal sales targets.
- Ensure that products and services meet the requirements of customers, quality standards and airworthiness authorities.
- Work in accordance with HSE legislation, the Company Operating Systems, policies and procedures.
- Demonstrate the Company Values & Behaviours, continuously identify opportunities to improve processes and working practice and take responsibility for implementing these
**But what else? (benefits, specificities, etc.)**
Why us?
Operating worldwide, Safran Helicopter Engines employ 5,900 people and have more than 2,500 customers in 155 countries, and 22,000 engines in service.
Located in Fareham on the South Coast of the UK, we've been a leader in the aerospace market for over 80 years, with a reputation for putting our customers first. Supporting both the civil and military markets, our UK facility is the European Maintenance Centre Hub for the Safran Helicopter Engines Group.
As a valued member of our team, these are just a few of the benefits you'll receive:
- 25 days holiday a year (plus bank holidays)
- Additional day for every 10 years' service
- Flexitime - where you can accrue up to your contractual hours
- Option to leave from 12:30 on Friday (role dependant)
- Hybrid working - on site 3 days per week from home 2 days (role dependant)
- On site restaurant with daily £1.50 subsidy for lunch
- Costa coffee on site
- Generous pension 7% contributions (after 3 months)
- Health cash back scheme (after probation)
- Purchase of company shares (after 3 months)
- Annual bonus of up to 5%
- Company sick pay
- Our dedicated Benefits Portal with a range of lifestyle benefits, including life assurance, cycle to work, retail discounts, access to healthcare & wellbeing services
- Ample free parking
- Green scheme
- Accrue points for traveling to work by bike, walking, public transport or car share
- Once a quarter receive Amazon vouchers for the points (40 points = £10)
**Candidate skills & requirements**
Must:
- You must have excellent attention to detail and have good English Language skills, both written and spoken.
- Being highly self-motivated you will have the ability to manage your time and differing tasks in order to meet deadlines and be happy to put in the extra hours if required to meet targets.
- Being friendly, hardworking with excellent interpersonal skills and customer service skills
- IT literate, proficient in Word, PowerPoint and Outlook
Should:
- Previous CSR experience with complex technical products
- Excel Intermediate
Could:
- Demonstrate a good understanding of technical/engineering/supply chain issues
- Previous experience as a CSR in the aerospace industry
- Experience of SAP
Personal Attributes:
- Self-starter
- Highly self-motivated
- Excellent interpersonal and customer service skills
What's my next step?
Please apply via the website and if you have what we are looking for, a member of our talent acquisition team will be in touch.
Diversity & Inclusion
At Safran, we understand that diversity and inclusion make teams stronger and more effective, and as an organisation, we are committed to fair and equitable employment practices for everyone.
We also know that some candidates may be put off applying for jobs where they don't meet 100% of the criteria outlined in the advert, however, we encourage you to apply if you can demonstrate a variety of skills and experiences relevant to the requirements of this role.
We will consider all applicants who meet the minimum requirements regardless of their identity or background.
If you would like to discuss any reasonable adjustments to the application or hiring process that may better facilitate your participation please get in touch for an informal chat. We will make every effort to respond to your request for assistance as soon as possible.
**Position location**
**Job location**
Europe, UK, England, South East
**City (-ies)**
Fareham
**Vacancy details**
**General information**
**Entity**
Safran is an international high-technology group, operating in the aviation (propulsion, equipment and interiors), defense and space markets. Its core purpose is to contribute to a safer, more sustainable world, where air transport is more environmentally friendly, comfortable and accessible. Safran has a global presence, with 100,000 employees and sales of 27.3 billion euros in 2024, and holds, alone or in partnership, world or regional leadership positions in its core markets.
Safran is in the 2nd place in the aerospace and defense industry in TIME magazine's "World's best companies 2024" ranking.
Safran Helicopter Engines is the world's leading manufacturer of helicopter engines, with more than 75,000 produced since being founded. It offers the widest range of helicopter turboshafts in the world and has more than 2,500 customers in 155 countries.
**Reference**
**Position description**
**Domain**
Programs / Customer Relations
**Job field / Job profile**
Customer services and support - Front office
**Job title**
Customer Support Representative
**Employment type**
Permanent
**Professional category**
Employees / Staff
**Part time / Full time**
Full-time
**Job description**
What's special about us?
Safran Helicopter Engines are the world's leading manufacturer of rotorcraft turbines and the only one dedicated exclusively to this market. Our UK facility is the European Maintenance Centre Hub for the SHE Group, performing level 1 to level 3 maintenance and repairs on complex helicopter engine components.
Our experienced teams partner with our broad, global customer base, providing both technical expertise and broader support in both the fixed wing and rotary wing markets.
Main Responsibilities
The main purpose of the Customer Support Representative (CSR) is to provide the communication link between the customer and the business. The CSR is responsible for ensuring that all customer requirements are fully captured, understood and effectively communicated to the relevant stakeholders within Safran HE UK. The CSR is responsible for ensuring that the customer is provided with a coordinated and timely response from the business, ensuring On Time Delivery (OTD) and customer satisfaction.
Main Activities
- Look after a portfolio of internal and external customer accounts and acting as the commercial interface for day to day commercial activity associated with New Production and MRO business.
- Meet customer satisfaction and internal sales targets.
- Ensure that products and services meet the requirements of customers, quality standards and airworthiness authorities.
- Work in accordance with HSE legislation, the Company Operating Systems, policies and procedures.
- Demonstrate the Company Values & Behaviours, continuously identify opportunities to improve processes and working practice and take responsibility for implementing these
**But what else? (benefits, specificities, etc.)**
Why us?
Operating worldwide, Safran Helicopter Engines employ 5,900 people and have more than 2,500 customers in 155 countries, and 22,000 engines in service.
Located in Fareham on the South Coast of the UK, we've been a leader in the aerospace market for over 80 years, with a reputation for putting our customers first. Supporting both the civil and military markets, our UK facility is the European Maintenance Centre Hub for the Safran Helicopter Engines Group.
As a valued member of our team, these are just a few of the benefits you'll receive:
- 25 days holiday a year (plus bank holidays)
- Additional day for every 10 years' service
- Flexitime - where you can accrue up to your contractual hours
- Option to leave from 12:30 on Friday (role dependant)
- Hybrid working - on site 3 days per week from home 2 days (role dependant)
- On site restaurant with daily £1.50 subsidy for lunch
- Costa coffee on site
- Generous pension 7% contributions (after 3 months)
- Health cash back scheme (after probation)
- Purchase of company shares (after 3 months)
- Annual bonus of up to 5%
- Company sick pay
- Our dedicated Benefits Portal with a range of lifestyle benefits, including life assurance, cycle to work, retail discounts, access to healthcare & wellbeing services
- Ample free parking
- Green scheme
- Accrue points for traveling to work by bike, walking, public transport or car share
- Once a quarter receive Amazon vouchers for the points (40 points = £10)
**Candidate skills & requirements**
Must:
- You must have excellent attention to detail and have good English Language skills, both written and spoken.
- Being highly self-motivated you will have the ability to manage your time and differing tasks in order to meet deadlines and be happy to put in the extra hours if required to meet targets.
- Being friendly, hardworking with excellent interpersonal skills and customer service skills
- IT literate, proficient in Word, PowerPoint and Outlook
Should:
- Previous CSR experience with complex technical products
- Excel Intermediate
Could:
- Demonstrate a good understanding of technical/engineering/supply chain issues
- Previous experience as a CSR in the aerospace industry
- Experience of SAP
Personal Attributes:
- Self-starter
- Highly self-motivated
- Excellent interpersonal and customer service skills
What's my next step?
Please apply via the website and if you have what we are looking for, a member of our talent acquisition team will be in touch.
Diversity & Inclusion
At Safran, we understand that diversity and inclusion make teams stronger and more effective, and as an organisation, we are committed to fair and equitable employment practices for everyone.
We also know that some candidates may be put off applying for jobs where they don't meet 100% of the criteria outlined in the advert, however, we encourage you to apply if you can demonstrate a variety of skills and experiences relevant to the requirements of this role.
We will consider all applicants who meet the minimum requirements regardless of their identity or background.
If you would like to discuss any reasonable adjustments to the application or hiring process that may better facilitate your participation please get in touch for an informal chat. We will make every effort to respond to your request for assistance as soon as possible.
**Position location**
**Job location**
Europe, UK, England, South East
**City (-ies)**
Fareham
This advertiser has chosen not to accept applicants from your region.
0
Customer Support Specialist
SO15 1BA Southampton, South East
£25000 Annually
WhatJobs
Posted today
Job Viewed
Job Description
Our client, a rapidly growing tech firm located in **Southampton, Hampshire, UK**, is seeking a dedicated and empathetic Customer Support Specialist to join their expanding service team. This role is pivotal in ensuring customer satisfaction by providing timely, accurate, and friendly assistance across multiple channels. You will be the primary point of contact for customer inquiries, troubleshooting technical issues, and resolving problems efficiently. The ideal candidate possesses excellent communication skills, a patient demeanor, and a passion for helping others. You will handle a variety of customer interactions, including phone calls, emails, and live chat, documenting all queries and resolutions accurately in the CRM system. A thorough understanding of the company's products and services is essential, and you will receive comprehensive training to ensure you are well-equipped to handle all types of customer needs. You will also be responsible for gathering customer feedback and relaying it to relevant departments to contribute to service and product improvements. This role requires a proactive problem-solver who can think on their feet and maintain composure under pressure. A collaborative spirit is key, as you'll work closely with other support agents and teams to ensure a seamless customer experience.
Key Responsibilities:
Key Responsibilities:
- Respond to customer inquiries via phone, email, and live chat in a timely and professional manner.
- Troubleshoot and resolve customer issues related to products and services.
- Provide accurate information about product features, usage, and troubleshooting steps.
- Document all customer interactions and resolutions in the CRM system.
- Escalate complex issues to senior support staff or relevant departments when necessary.
- Identify and report recurring customer issues and feedback to management.
- Contribute to the development of knowledge base articles and support documentation.
- Maintain a high level of customer satisfaction through effective communication and problem-solving.
- Adhere to company policies and service level agreements (SLAs).
- Proactively identify opportunities to improve the customer experience.
- Previous experience in a customer service or technical support role.
- Excellent verbal and written communication skills.
- Strong active listening and empathy skills.
- Proficiency in using CRM software and helpdesk ticketing systems.
- Ability to multitask and manage time effectively.
- Patience, resilience, and a customer-centric attitude.
- Familiarity with common software applications and troubleshooting.
- A team player with a positive attitude.
This advertiser has chosen not to accept applicants from your region.
1
Customer Support Lead
PO1 3AW Portsmouth, South East
£25000 Annually
WhatJobs
Posted 4 days ago
Job Viewed
Job Description
Our client, a reputable and customer-centric organisation based in **Portsmouth, Hampshire, UK**, is seeking an experienced and dedicated Customer Support Lead to manage and inspire their customer service team. This role is crucial in ensuring that all customers receive timely, accurate, and empathetic support, thereby enhancing customer satisfaction and loyalty. The successful candidate will possess excellent leadership qualities, strong problem-solving skills, and a passion for delivering outstanding customer experiences.
Responsibilities:
Responsibilities:
- Lead, train, and mentor a team of customer support representatives, fostering a positive and productive work environment.
- Oversee daily customer support operations, ensuring efficient handling of inquiries across various channels (phone, email, chat, social media).
- Develop and implement customer service policies and procedures to improve service quality and efficiency.
- Monitor team performance against key metrics, providing regular feedback and coaching to individuals.
- Handle escalated customer issues with professionalism and efficiency, seeking to resolve complex problems effectively.
- Identify trends in customer inquiries and feedback, reporting them to management and contributing to product/service improvements.
- Ensure adherence to service level agreements (SLAs) and company standards.
- Manage team schedules, ensuring adequate coverage during operating hours.
- Contribute to the creation and maintenance of knowledge base articles and support documentation.
- Collaborate with other departments to ensure a seamless customer experience.
- Champion the voice of the customer within the organisation.
- Proven experience in a customer service role, with at least 2 years in a supervisory or leadership capacity.
- Exceptional communication, interpersonal, and active listening skills.
- Strong problem-solving and conflict-resolution abilities.
- Proficiency in customer relationship management (CRM) software and helpdesk ticketing systems.
- Demonstrated ability to lead, motivate, and develop a team.
- Excellent organisational and time-management skills.
- A passion for customer satisfaction and a commitment to exceeding expectations.
- Experience in developing and improving customer service processes.
- Familiarity with performance metrics and reporting in a customer support context.
This advertiser has chosen not to accept applicants from your region.
2
Customer Support Lead
PO1 1AA Portsmouth, South East
£30000 Annually
WhatJobs
Posted 10 days ago
Job Viewed
Job Description
Our client, a thriving e-commerce platform, is seeking a proactive and empathetic Customer Support Lead to join their team in **Portsmouth, Hampshire, UK**. This role is instrumental in ensuring exceptional customer experiences, leading a team of support agents, and continuously improving service delivery.
As the Customer Support Lead, you will be responsible for managing the day-to-day operations of the customer support department. This includes supervising a team of customer service representatives, handling escalated customer issues, and developing strategies to enhance customer satisfaction and loyalty. You will monitor support performance metrics, provide training and coaching to your team, and collaborate with other departments to resolve customer inquiries efficiently. A deep understanding of customer service best practices and a passion for delivering outstanding support are essential.
Key responsibilities include:
The ideal candidate will have a Bachelor's degree in Business Administration or a related field, or equivalent practical experience. A minimum of 3-5 years of experience in customer service or support, with at least 1-2 years in a supervisory or leadership role, is required. Proven experience in managing and motivating a team is essential. Excellent communication, problem-solving, and conflict-resolution skills are a must. Familiarity with CRM software and customer support ticketing systems is highly desirable. A passion for customer advocacy and a strong commitment to service excellence are key. This role requires a hybrid work arrangement, combining on-site supervision with remote responsibilities.
As the Customer Support Lead, you will be responsible for managing the day-to-day operations of the customer support department. This includes supervising a team of customer service representatives, handling escalated customer issues, and developing strategies to enhance customer satisfaction and loyalty. You will monitor support performance metrics, provide training and coaching to your team, and collaborate with other departments to resolve customer inquiries efficiently. A deep understanding of customer service best practices and a passion for delivering outstanding support are essential.
Key responsibilities include:
- Leading and motivating a team of customer support representatives, fostering a positive and productive work environment.
- Managing the daily operations of the customer service desk, ensuring timely and effective resolution of customer inquiries.
- Handling complex customer issues and escalations, providing expert guidance and solutions.
- Developing and implementing customer service policies and procedures to improve efficiency and customer satisfaction.
- Monitoring key performance indicators (KPIs) such as response times, resolution rates, and customer satisfaction scores.
- Providing ongoing training, coaching, and performance feedback to the support team.
- Collaborating with sales, marketing, and technical departments to address customer needs and feedback.
- Analyzing customer feedback to identify trends and areas for service improvement.
- Ensuring adherence to service level agreements (SLAs) and company standards.
- Maintaining accurate customer records and support documentation.
The ideal candidate will have a Bachelor's degree in Business Administration or a related field, or equivalent practical experience. A minimum of 3-5 years of experience in customer service or support, with at least 1-2 years in a supervisory or leadership role, is required. Proven experience in managing and motivating a team is essential. Excellent communication, problem-solving, and conflict-resolution skills are a must. Familiarity with CRM software and customer support ticketing systems is highly desirable. A passion for customer advocacy and a strong commitment to service excellence are key. This role requires a hybrid work arrangement, combining on-site supervision with remote responsibilities.
This advertiser has chosen not to accept applicants from your region.
3
Senior Customer Support Rep
Titchfield, South East
Eaton Corporation
Posted 8 days ago
Job Viewed
Job Description
Would you like to make a difference to the environment? Do you want to work for a global and ethical company? Join us and help us provide energy-efficient solutions that make a real impact. We make what matters work. To find out more about us check:
Currently located in Titchfield, Hampshire, Eaton's Aerospace business stands as a global leader in aerospace fuel systems.
Our site is undergoing a significant and exciting transformation as we relocate to a newly constructed facility in Daedalus. This state-of-the-art site will serve as the Centre of Excellence for aerospace manufacturing across Europe, marking a new era of innovation and excellence.
We pride ourselves as a premier supplier of fully integrated fuel systems for fixed and rotary-wing aircraft. We boast extensive fuel and air system test facilities, facilitating comprehensive testing across a range of conditions with various fuel types
**What you'll do:**
This role is working as a member of the customer service team responsible for managing a nominated group of business customers. Key functions include managing the customer relationship acting as primary customer interface, leading regular customer business reviews and to manage, monitor and report on their associated order book, including driving the supply chain to deliver to customer requirements. The role will require a motivated and ambitious individual capable of working within a team, whilst also taking ownership and be accountable for their assigned customer portfolio. The primary objective is to ensure customer expectations are exceeded and to manage and progress customer orders efficiently, employing commercial awareness practices
**Responsibilities**
+ Act as the primary point of contact for customers, leading conference calls, business reviews, and order book reviews.
+ Manage assigned customer order books, ensuring Promise Date accuracy, data integrity, and timely order entry into relevant systems; address order arrears and expedite urgent orders.
+ Negotiate order priorities with customers, plant, and supply chain, and manage burndown plans in collaboration with the supply chain.
+ Produce and communicate customer performance metrics, escalate issues when necessary, and attend Tier meetings to report concerns.
+ Forecast and manage anticipated customer demand at part number level, process quotation requests, and resolve invoice disputes within KPI targets.
+ Fulfil customer web-based purchasing system requirements, support contract negotiations, and ensure compliance with Eaton's policies and industry regulations, including export controls and licensing.
+ Support achievement of monthly OTD/sales budget targets, adhere to business procedures and plant 5S policy, implement standard work practices, and contribute to continuous process improvements and leadership initiatives.
+ Provide cover for Customer Services Manager, Team Leaders, and other team members as required, and undertake additional tasks within capability, with training provided where necessary.
**Qualifications:**
+ Bachelor's Degree, HNC/HND, or demonstrable work experience
+ GCSE/O-Level in Maths and English as well as other academic qualifications, (further GCSE/O Level/A Levels)
**Skills:**
**Essential Skills/Knowledge**
+ A good knowledge of ERP systems, ideally MFGPro.
+ Proficient in Microsoft, ie, Excel, Powerpoint, Outlook, Word.
+ A good understanding of Supply Chain, Demand Management, Purchasing and Engineering, to aid problem solving and export licence determination.
+ Basic understanding of UK/EU/US Trade Compliance including ITAR.
+ Good Presentation Skills
+ Effective communication skills (verbal and written)
+ Experience of interfacing with customers
**Desirable Skills/Knowledge**
+ Understanding of OE/Spares/Aftermarket/Repair business principles
+ Experience of forecasting, SIOP and the impact on supply chain.
+ Negotiation skills
+ Contractual Ts and Cs.
+ Knowledge of SharePoint
+ A demonstrable understanding of aerospace applications, products and designs
**What we offer:**
+ Competitive compensation and benefits package
+ Challenging projects in dynamic collaborative team
+ Great company benefits
+ We make your aspirations matter - Eaton encourages internal promotion, whenever possible
+ We make your growth matter - We invest in our employees for the long term - not just with salary and benefits, but with ongoing learning and development opportunities made available through Eaton University
+ We make your contributions matter - reliability, safety, efficiency, and sustainability are at the core of our dedication to improving people's lives and the environment through power management technologies
+ We make your wellbeing matter - We put your health and safety first. Wellness at Eaton is more than a program, it's about changing the environment by offering the right tools to help empower employees to make that happen
The successful applicant will be in contact with US ITAR controlled technology, goods and information. As a condition of employment, employees with access to US ITAR controlled technology and goods may be required to undergo an additional screening process as part of the recruitment process.
#LI-AC2
We are committed to ensuring equal employment opportunities for job applicants and employees. Our recruitment processes use balanced selection criteria and avoid unlawful discrimination against applicants on the basis of their age, color, disability, marital status, national origin, gender, gender identity, genetic information, race or racial origin, religion, sexual orientation or any other status protected or required by law.
Currently located in Titchfield, Hampshire, Eaton's Aerospace business stands as a global leader in aerospace fuel systems.
Our site is undergoing a significant and exciting transformation as we relocate to a newly constructed facility in Daedalus. This state-of-the-art site will serve as the Centre of Excellence for aerospace manufacturing across Europe, marking a new era of innovation and excellence.
We pride ourselves as a premier supplier of fully integrated fuel systems for fixed and rotary-wing aircraft. We boast extensive fuel and air system test facilities, facilitating comprehensive testing across a range of conditions with various fuel types
**What you'll do:**
This role is working as a member of the customer service team responsible for managing a nominated group of business customers. Key functions include managing the customer relationship acting as primary customer interface, leading regular customer business reviews and to manage, monitor and report on their associated order book, including driving the supply chain to deliver to customer requirements. The role will require a motivated and ambitious individual capable of working within a team, whilst also taking ownership and be accountable for their assigned customer portfolio. The primary objective is to ensure customer expectations are exceeded and to manage and progress customer orders efficiently, employing commercial awareness practices
**Responsibilities**
+ Act as the primary point of contact for customers, leading conference calls, business reviews, and order book reviews.
+ Manage assigned customer order books, ensuring Promise Date accuracy, data integrity, and timely order entry into relevant systems; address order arrears and expedite urgent orders.
+ Negotiate order priorities with customers, plant, and supply chain, and manage burndown plans in collaboration with the supply chain.
+ Produce and communicate customer performance metrics, escalate issues when necessary, and attend Tier meetings to report concerns.
+ Forecast and manage anticipated customer demand at part number level, process quotation requests, and resolve invoice disputes within KPI targets.
+ Fulfil customer web-based purchasing system requirements, support contract negotiations, and ensure compliance with Eaton's policies and industry regulations, including export controls and licensing.
+ Support achievement of monthly OTD/sales budget targets, adhere to business procedures and plant 5S policy, implement standard work practices, and contribute to continuous process improvements and leadership initiatives.
+ Provide cover for Customer Services Manager, Team Leaders, and other team members as required, and undertake additional tasks within capability, with training provided where necessary.
**Qualifications:**
+ Bachelor's Degree, HNC/HND, or demonstrable work experience
+ GCSE/O-Level in Maths and English as well as other academic qualifications, (further GCSE/O Level/A Levels)
**Skills:**
**Essential Skills/Knowledge**
+ A good knowledge of ERP systems, ideally MFGPro.
+ Proficient in Microsoft, ie, Excel, Powerpoint, Outlook, Word.
+ A good understanding of Supply Chain, Demand Management, Purchasing and Engineering, to aid problem solving and export licence determination.
+ Basic understanding of UK/EU/US Trade Compliance including ITAR.
+ Good Presentation Skills
+ Effective communication skills (verbal and written)
+ Experience of interfacing with customers
**Desirable Skills/Knowledge**
+ Understanding of OE/Spares/Aftermarket/Repair business principles
+ Experience of forecasting, SIOP and the impact on supply chain.
+ Negotiation skills
+ Contractual Ts and Cs.
+ Knowledge of SharePoint
+ A demonstrable understanding of aerospace applications, products and designs
**What we offer:**
+ Competitive compensation and benefits package
+ Challenging projects in dynamic collaborative team
+ Great company benefits
+ We make your aspirations matter - Eaton encourages internal promotion, whenever possible
+ We make your growth matter - We invest in our employees for the long term - not just with salary and benefits, but with ongoing learning and development opportunities made available through Eaton University
+ We make your contributions matter - reliability, safety, efficiency, and sustainability are at the core of our dedication to improving people's lives and the environment through power management technologies
+ We make your wellbeing matter - We put your health and safety first. Wellness at Eaton is more than a program, it's about changing the environment by offering the right tools to help empower employees to make that happen
The successful applicant will be in contact with US ITAR controlled technology, goods and information. As a condition of employment, employees with access to US ITAR controlled technology and goods may be required to undergo an additional screening process as part of the recruitment process.
#LI-AC2
We are committed to ensuring equal employment opportunities for job applicants and employees. Our recruitment processes use balanced selection criteria and avoid unlawful discrimination against applicants on the basis of their age, color, disability, marital status, national origin, gender, gender identity, genetic information, race or racial origin, religion, sexual orientation or any other status protected or required by law.
This advertiser has chosen not to accept applicants from your region.
4
Senior Customer Support Specialist
SO15 0AA Southampton, South East
£28000 Annually
WhatJobs
Posted today
Job Viewed
Job Description
Our client is seeking a highly motivated and experienced Senior Customer Support Specialist to join their dynamic, fully remote team. This role is pivotal in ensuring our customers receive exceptional service and timely resolutions to their inquiries. You will be the primary point of contact for a wide range of customer issues, providing comprehensive support across multiple channels, including email, chat, and phone. Your responsibilities will include troubleshooting complex technical and service-related problems, escalating issues when necessary to appropriate departments, and meticulously documenting all customer interactions in our CRM system. You will also play a key role in identifying trends in customer feedback and technical issues, providing valuable insights to the product and development teams to drive continuous improvement.
As a Senior Specialist, you will be expected to mentor junior team members, assist in training development, and contribute to the creation of knowledge base articles and FAQs. A proactive approach to problem-solving, a passion for customer advocacy, and the ability to remain calm and professional under pressure are essential. The ideal candidate will possess excellent communication skills, both written and verbal, with a keen eye for detail. You must be adept at managing your time effectively in a remote environment, maintaining high productivity and quality standards. This is an exciting opportunity to make a significant impact within a forward-thinking organization that values customer satisfaction above all else. Join our dedicated remote workforce and help us deliver outstanding support from Southampton, Hampshire, UK .
As a Senior Specialist, you will be expected to mentor junior team members, assist in training development, and contribute to the creation of knowledge base articles and FAQs. A proactive approach to problem-solving, a passion for customer advocacy, and the ability to remain calm and professional under pressure are essential. The ideal candidate will possess excellent communication skills, both written and verbal, with a keen eye for detail. You must be adept at managing your time effectively in a remote environment, maintaining high productivity and quality standards. This is an exciting opportunity to make a significant impact within a forward-thinking organization that values customer satisfaction above all else. Join our dedicated remote workforce and help us deliver outstanding support from Southampton, Hampshire, UK .
This advertiser has chosen not to accept applicants from your region.
5
Customer Support Team Lead
PO1 2AA Portsmouth, South East
£32000 Annually
WhatJobs
Posted today
Job Viewed
Job Description
Our client is seeking an experienced and proactive Customer Support Team Lead to oversee their customer service operations in Portsmouth, Hampshire, UK . This role is crucial for ensuring the delivery of exceptional customer service, managing and motivating a team of support specialists, and driving continuous improvement in customer satisfaction metrics. The ideal candidate will have a strong background in customer service management, excellent leadership skills, and a deep understanding of customer support best practices. You will be responsible for coaching, training, and performance management of the support team, as well as handling escalated customer issues. Responsibilities include:
- Leading, mentoring, and coaching a team of customer support representatives to achieve high performance standards.
- Monitoring team performance, providing regular feedback, and conducting performance reviews.
- Developing and implementing strategies to improve customer satisfaction and loyalty.
- Ensuring the team meets or exceeds key performance indicators (KPIs), such as response times, resolution rates, and customer feedback scores.
- Handling complex customer inquiries and escalated issues, providing timely and effective resolutions.
- Training new team members on company products, services, and support processes.
- Collaborating with other departments to resolve customer issues and improve overall customer experience.
- Identifying trends in customer inquiries and feedback, reporting insights to management.
- Contributing to the development and maintenance of customer support documentation and knowledge bases.
- Implementing and refining customer support policies and procedures.
- Promoting a positive and customer-centric culture within the support team.
- Managing team schedules, ensuring adequate coverage to meet customer needs.
- Driving initiatives for process improvement and efficiency within the customer support function.
- Proven experience in a customer service role, with at least 2 years in a supervisory or team lead capacity.
- Demonstrated leadership and team management skills.
- Excellent communication, interpersonal, and problem-solving abilities.
- Strong understanding of customer service principles and best practices.
- Experience with customer relationship management (CRM) software and helpdesk systems.
- Ability to motivate and develop a team.
- Proficiency in Microsoft Office Suite.
- Experience in training and performance management.
- Ability to handle difficult customer situations with professionalism and empathy.
- A proactive and results-oriented approach.
- Strong organisational skills and attention to detail.
- Experience within the relevant industry is a plus.
This advertiser has chosen not to accept applicants from your region.
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6
Remote Customer Support Specialist
SO14 2AA Southampton, South East
£22000 Annually
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Posted today
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Job Description
Are you passionate about helping others and resolving issues? We are seeking a dedicated and empathetic Customer Support Specialist to join our fully remote team. This role offers the flexibility to work from home while providing exceptional service to our valued customers. You will be the first point of contact for customer inquiries, troubleshooting technical problems, guiding users through product features, and resolving complaints efficiently and professionally. Your primary goal will be to ensure a positive customer experience through various communication channels, including email, live chat, and phone support. We are looking for individuals with outstanding communication and interpersonal skills, a patient and understanding demeanour, and a genuine desire to assist customers. Previous experience in a customer service or helpdesk role is highly desirable. Familiarity with CRM systems and ticketing platforms would be advantageous. The ability to multitask, manage time effectively, and remain calm under pressure is crucial. You must possess excellent written and verbal communication skills and be comfortable working independently in a remote environment. This is a fantastic opportunity to build a rewarding career in customer service, hone your problem-solving abilities, and contribute to customer satisfaction and loyalty. Our client is committed to providing a supportive and engaging work culture that values every team member. If you are a proactive problem-solver with a passion for customer advocacy, we encourage you to apply. This is a Southampton, Hampshire, UK based remote role, providing excellent work-life balance.
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7
Senior Customer Support Specialist
SO15 1AZ Southampton, South East
£28000 Annually
WhatJobs
Posted 2 days ago
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Job Description
Our client is looking for a highly motivated and experienced Senior Customer Support Specialist to join their expanding team in Southampton, Hampshire, UK . This pivotal role involves providing exceptional support to a diverse customer base, resolving complex issues, and acting as a point of escalation for junior team members. The ideal candidate will possess a deep understanding of customer service principles and a passion for delivering outstanding user experiences. You will be responsible for managing customer inquiries via phone, email, and live chat, ensuring timely and effective resolutions. This position requires excellent communication skills, empathy, and a problem-solving mindset. As a senior member of the team, you will also play a key role in training new staff, developing support documentation, and contributing to the improvement of support processes and tools. You will be expected to handle challenging customer interactions with professionalism and grace, turning potentially negative experiences into positive ones. Proactive engagement with customers to anticipate their needs and offer solutions before issues arise is highly valued. This role offers a fantastic opportunity to grow within a supportive and progressive company. You will work collaboratively with other departments, such as sales and product development, to ensure a cohesive customer journey. Data analysis of support tickets to identify trends and recurring issues will be part of your responsibilities, feeding insights back to relevant teams for product or service enhancements. Mentoring and coaching junior specialists to enhance their skills and performance will be a significant aspect of this role. You will also be involved in creating and updating our knowledge base, FAQs, and troubleshooting guides. We are seeking an individual who is dedicated to customer satisfaction and eager to make a tangible impact. The ability to manage your workload effectively and prioritize tasks in a fast-paced environment is crucial. This is an excellent opportunity for someone looking to take the next step in their customer service career, demonstrating leadership potential within a thriving organisation. Your contribution will directly influence customer retention and overall satisfaction metrics.
Responsibilities:
Qualifications:
Responsibilities:
- Handle escalated customer inquiries and complex support issues.
- Provide exceptional customer service via multiple channels (phone, email, chat).
- Train and mentor new customer support representatives.
- Develop and maintain support documentation, FAQs, and knowledge base articles.
- Analyze customer feedback and support data to identify trends and suggest improvements.
- Collaborate with product and engineering teams to resolve technical issues.
- Proactively identify opportunities to enhance the customer experience.
- Manage customer relationships and ensure high levels of satisfaction and retention.
- Contribute to the development and implementation of support policies and procedures.
- Act as a subject matter expert on company products and services.
Qualifications:
- Proven experience in a customer support or service role, with at least 3 years in a senior capacity.
- Excellent communication, interpersonal, and active listening skills.
- Strong problem-solving and conflict-resolution abilities.
- Experience with CRM software and helpdesk ticketing systems.
- Ability to train and mentor junior team members.
- Proficiency in Microsoft Office Suite.
- Ability to remain calm and professional under pressure.
- Understanding of customer service best practices.
- Experience in the (mention relevant industry, e.g., SaaS, Tech, Retail) industry is a plus.
- Demonstrated ability to work effectively in a team and independently.
This advertiser has chosen not to accept applicants from your region.
8
Senior Customer Support Specialist
PO1 1AA Portsmouth, South East
£28000 Annually
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Posted 3 days ago
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Job Description
Our client is seeking a dedicated and empathetic Senior Customer Support Specialist to join their established team. This is a vital role focused on providing exceptional service and resolving complex customer issues efficiently. The successful candidate will be the first point of contact for customers requiring assistance, ensuring a positive and supportive experience.
You will handle a variety of customer inquiries via phone, email, and potentially live chat, providing accurate information, troubleshooting technical problems, and guiding customers through our client's products and services. The Senior Customer Support Specialist will also be responsible for training and mentoring junior team members, developing support documentation, and identifying areas for service improvement. This role demands excellent communication skills, problem-solving abilities, and a deep commitment to customer satisfaction.
Key Responsibilities:
Qualifications:
This is a fantastic opportunity to advance your career in customer service within a reputable organisation. If you are passionate about helping others and possess a strong service-oriented mindset, we encourage you to apply for this role in Portsmouth, Hampshire, UK .
You will handle a variety of customer inquiries via phone, email, and potentially live chat, providing accurate information, troubleshooting technical problems, and guiding customers through our client's products and services. The Senior Customer Support Specialist will also be responsible for training and mentoring junior team members, developing support documentation, and identifying areas for service improvement. This role demands excellent communication skills, problem-solving abilities, and a deep commitment to customer satisfaction.
Key Responsibilities:
- Respond to customer inquiries promptly and professionally via multiple communication channels.
- Investigate and resolve customer complaints and technical issues, escalating complex cases as necessary.
- Provide detailed product information and technical support to end-users.
- Maintain accurate and detailed records of customer interactions and transactions.
- Develop and update customer support documentation, FAQs, and knowledge base articles.
- Train and mentor new customer support representatives, sharing best practices.
- Identify trends in customer inquiries and provide feedback to relevant departments for product and service improvements.
- Contribute to team goals by achieving performance metrics such as response time and customer satisfaction ratings.
- Act as a point of escalation for challenging customer situations.
Qualifications:
- Proven experience in a customer service or technical support role, with at least 2 years in a senior or lead capacity.
- Exceptional communication and interpersonal skills, with a patient and empathetic demeanor.
- Strong problem-solving and analytical abilities.
- Proficiency in using CRM software and helpdesk ticketing systems.
- Ability to work effectively both independently and as part of a team.
- Excellent organizational skills and attention to detail.
- Experience in the relevant industry (e.g., software, retail, finance) is a plus.
- Ability to remain calm and professional under pressure.
This is a fantastic opportunity to advance your career in customer service within a reputable organisation. If you are passionate about helping others and possess a strong service-oriented mindset, we encourage you to apply for this role in Portsmouth, Hampshire, UK .
This advertiser has chosen not to accept applicants from your region.
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