1597 Customer Support jobs in Nailsworth

• Responding to customer inquiries via multiple channels (phone, email, chat).
• Providing technical support and troubleshooting guidance.
• Resolving customer issues in a timely and professional manner.
• Documenting customer interactions and feedback accurately.
• Identifying trends and escalating complex issues to relevant teams.
• Educating customers on product features and best practices.
• Maintaining a high level of customer satisfaction.
• Contributing to knowledge base articles and FAQs.
• Adhering to service level agreements (SLAs).
• Participating in team meetings and training sessions.

• Lead, train, and mentor a team of customer support representatives, fostering a positive and high-performance culture.
• Oversee daily support operations, ensuring timely and effective resolution of customer inquiries and issues via phone, email, and chat.
• Develop and implement customer service policies and procedures to enhance customer satisfaction.
• Monitor key performance indicators (KPIs) for the support team and identify areas for improvement.
• Handle escalated customer complaints and complex technical issues, providing timely and satisfactory resolutions.
• Collaborate with product and engineering teams to provide feedback on customer issues and product enhancements.
• Manage support documentation, including FAQs, knowledge base articles, and troubleshooting guides.
• Conduct regular team meetings and performance reviews.
• Ensure adherence to service level agreements (SLAs).

• Bachelor's degree in Business, Communications, or a related field.
• Minimum of 4 years of experience in customer service or technical support, with at least 1 year in a supervisory or lead role.
• Proven leadership and team management skills.
• Excellent communication, interpersonal, and problem-solving abilities.
• Experience with CRM software and helpdesk ticketing systems (e.g., Zendesk, Salesforce Service Cloud).
• Strong understanding of customer service best practices and metrics.
• Ability to manage multiple priorities and work effectively under pressure.
• Experience in a technology or SaaS environment is a plus.

• Lead and mentor a team of customer support representatives, providing guidance, coaching, and performance feedback.
• Handle complex and escalated customer inquiries and issues, ensuring timely and satisfactory resolution.
• Develop and implement customer service procedures and best practices to enhance the customer experience.
• Monitor customer service performance metrics (e.g., response time, resolution time, customer satisfaction scores) and identify areas for improvement.
• Train new and existing customer support staff on product knowledge, service standards, and support tools.
• Collaborate with other departments, such as Sales and Product Development, to address customer feedback and resolve issues.
• Maintain a deep understanding of the company's products and services to provide accurate information to customers and the support team.
• Manage customer feedback channels and proactively address any recurring issues.
• Contribute to the creation and maintenance of knowledge base articles and customer support documentation.
• Ensure the team adheres to company policies and procedures.

• Proven experience in a customer service or support role, with at least 2 years in a leadership or supervisory capacity.
• Excellent communication, interpersonal, and problem-solving skills.
• Strong understanding of customer service principles and best practices.
• Experience in training and coaching team members.
• Proficiency in customer relationship management (CRM) software and helpdesk ticketing systems.
• Ability to remain calm and professional under pressure.
• A genuine passion for providing outstanding customer service.
• Bachelor's degree or equivalent experience is preferred.
• Familiarity with the Bristol business landscape is a plus.

Job Role : Customer Support Administrator

Location : Tewkesbury - Office Based.

Salary: Up to £30,000

Contract: 10 month FTC – October Start Date

We have a great opportunity for a longstanding client of ours, located between Cheltenham and Tewkesbury, who are looking for a Customer Service Administrator to join their team. Ideally, they are looking for someone enjoys helping customers, has great attenti.

WHJS1_UKTJ

Location: Tewkesbury (4 days per week onsite initially)
Duration: 6 month initial contract
Inside IR35

Role details:

We're seeking a proactive and detail-oriented Order & Support Coordinator to serve as the primary point of contact for customers and internal teams. You'll drive timely and compliant delivery of cyber security products and services, manage support renewals, maintain documentation, and deliver revenue and margin performance-all while upholding compliance, quality, and continuous improvement standards.

• Act as the main point of contact for receiving and validating Cyber Security purchase orders.

• Confirm orders and issue acknowledgements within agreed SLAs.

2. Delivery Coordination

• Assign serial numbers, oversee dispatch logistics, and ensure all necessary shipment documents (e.g. EUU, F680, CEIs) are completed.

• Track delivery dependencies such as CAPS approvals, exports, and stock levels, and take corrective actions as needed.

• Collaborate with Operations and Crypto Custodians to refine forecasts and anticipate supply impact.

• Review the Line of Balance (LOB) with stakeholders and recommend adjustments to meet committed delivery dates.

• Contact customers ahead of support contract expiration to drive renewal orders and boost revenue potential.

• Maintain up-to-date serial number data in SAP for new deliveries, repairs, and live contracts.

• Monitor revenue and gross margin performance for support and service projects, ensuring correct coding of third-party invoices.

• Produce and deliver weekly/monthly sales and revenue forecasts, highlighting deviations and trends.

• Generate quotations for support renewals, training, consultancy, and repairs in systems like C4C and SAP; manage approval workflows and follow-up until order receipt.

What we are looking for in you:

• Experience of coordinating a range of Internal and External stakeholders in the delivery of Products/Services and/or Support
• Computer literate - excellent MS Project and MS Office skills and ideally SAP experience
• Effective communicator with proven ability to build and maintain effective working relationships with both Internal and External
• Customers
• Strong organisational and administrative skills and an understanding of the Project Lifecycle, Level 2 APM Project Fundamentals

Apply today via the link provided!

Location: Tewkesbury (4 days per week onsite initially)
Duration: 6 month initial contract
Inside IR35

Role details:

We're seeking a proactive and detail-oriented Order & Support Coordinator to serve as the primary point of contact for customers and internal teams. You'll drive timely and compliant delivery of cyber security products and services, manage support renewals, maintain documentation, and deliver revenue and margin performance-all while upholding compliance, quality, and continuous improvement standards.

• Act as the main point of contact for receiving and validating Cyber Security purchase orders.

• Confirm orders and issue acknowledgements within agreed SLAs.

2. Delivery Coordination

• Assign serial numbers, oversee dispatch logistics, and ensure all necessary shipment documents (e.g. EUU, F680, CEIs) are completed.

• Track delivery dependencies such as CAPS approvals, exports, and stock levels, and take corrective actions as needed.

• Collaborate with Operations and Crypto Custodians to refine forecasts and anticipate supply impact.

• Review the Line of Balance (LOB) with stakeholders and recommend adjustments to meet committed delivery dates.

• Contact customers ahead of support contract expiration to drive renewal orders and boost revenue potential.

• Maintain up-to-date serial number data in SAP for new deliveries, repairs, and live contracts.

• Monitor revenue and gross margin performance for support and service projects, ensuring correct coding of third-party invoices.

• Produce and deliver weekly/monthly sales and revenue forecasts, highlighting deviations and trends.

• Generate quotations for support renewals, training, consultancy, and repairs in systems like C4C and SAP; manage approval workflows and follow-up until order receipt.

What we are looking for in you:

• Experience of coordinating a range of Internal and External stakeholders in the delivery of Products/Services and/or Support
• Computer literate - excellent MS Project and MS Office skills and ideally SAP experience
• Effective communicator with proven ability to build and maintain effective working relationships with both Internal and External
• Customers
• Strong organisational and administrative skills and an understanding of the Project Lifecycle, Level 2 APM Project Fundamentals

Apply today via the link provided!

• Lead, mentor, and motivate a team of remote customer support representatives.
• Oversee daily operations of the customer support function.
• Handle escalated customer inquiries and resolve complex issues efficiently.
• Train and onboard new customer support team members.
• Set performance expectations and conduct regular performance reviews.
• Monitor customer support KPIs and identify areas for improvement.
• Implement quality assurance processes to ensure high service standards.
• Develop and update customer support procedures and documentation.
• Collaborate with other departments to address customer feedback and improve products/services.
• Foster a positive and collaborative team culture within a remote environment.

• Proven experience in customer support, with at least 2 years in a leadership or supervisory role.
• Excellent communication, interpersonal, and conflict-resolution skills.
• Strong understanding of customer service principles and best practices.
• Experience managing remote teams is highly desirable.
• Ability to train, coach, and motivate team members.
• Proficiency with customer support software and tools (e.g., Zendesk, Intercom).
• Strong organizational and time management skills.
• Ability to multitask and prioritize effectively.
• High school diploma or equivalent required; further education or certification in customer service is a plus.