11 Help Desk Technician jobs in Cambridgeshire

Customer Service Administrator

Raunds

Long term ongoing temporary

Full-time hours

£12.37 per hour (will increase after 12 weeks to £13.61) plus overtime available

Are you an organised individual able to prioritise a heavy workload?

Are you technically minded and able to solve problems?

Are you an efficient administrator who pays great attention to detail?

If this sounds like you and you're available immediately we'd like to hear from you!

Key responsibilities & duties of the Customer Service Administrator include:

• Dealing with enquiries from internal customers over the telephone and via email.
• Logging issues and problem solving.
• Following procedures and processes to resolve customer issues.
• Administrative tasks, including updating systems and sending emails.
• Raising credits.

Skills and Experience required for the Customer Service Administrator include:

• A confident communicator with an excellent telephone manner.
• Efficient administration skills and good attention to detail.
• Ability to use own initiative with a can-do attitude.
• Ability to remain calm under pressure.
• IT Literate including Outlook, Excel, Word
• Flexibility, as overtime and weekends are occasionally required.

Additional details:

• Rotational shifts: 8am-4pm / 10am - 6pm / 8.30am - 5pm
• Up to 10 Saturday mornings per annum, 8am - 12pm
• *for the first few months and initial training you won't do the full rotation or weekends, instead starting with 8.30 - 5.
• Overtime paid at time and a half

Please note, due to the high volumes of applications we receive daily, should you not be contacted within 72 hours, your application is unsuccessful.
Impact Recruitment is an employment agency working on behalf of our client.

All responses will be managed in accordance with GDPR

We take care of our employees, and they take care of our customers!
Become a member of a global community! The international logistics industry is an integral piece of the global trade puzzle; we make the world go round. Global supply chain management is what we do, and at the heart of Expeditors you will find professionalism, leadership, and a friendly environment, all of which foster an innovative, customer service-based approach to logistics. Expeditors is a global logistics company headquartered in Seattle, Washington. As a Fortune 500 company, we employ over 19,000 trained professionals in a worldwide network of over 350+ locations across six continents. Expeditors satisfies the increasingly sophisticated needs of international trade through customized solutions and seamless, integrated information systems.
Our Mission
We recruit, train, and retain the very best logistics and technical experts the world over. We love to promote from within - more than 50 percent of our employees have been at Expeditors for five years or more. Our high retention rate is influenced by a unique compensation program for positions that are more than just jobs - they're chances to grow, do what you love and build a career with us!
SUMMARY DESCRIPTION:
To support the distribution manager in the smooth running of the department within the branch and in the market place through focus on Operations, Finances, Sales, People, Systems, and Culture in adherence to the company's policy and procedures.
+ Daily process and input of all customer orders and distribution accounts.
+ Provide daily operational reports that are accurate and timely.
+ Run stock reports to check for product availability.
+ Generate all related paperwork and necessary information required for customer work orders, checks all orders for special requests and posts inventory records.
+ Perform accurate and timely data entry for receiving, order allocation, shipping and inventory management.
+ Rate domestic transportation bills.
+ Coordinate special, last minute shipping requests with the Transportation and Operations Departments, expediting any order as necessary.
+ Trace orders as required and notifies customers of any activity concerning their order.
+ Ensure accurate and timely client and vendors billing.
+ Maintain damage records and backorder logs.
+ Handle returned merchandise in an efficient manner and ensures proper credit is given to the customer.
+ Input all receipts, putaways, moves, picks, shipments and cycle counts
+ Provide warehouse staff with necessary documents and information needed to complete receiving, and to ship orders.
+ Maintain excellent working relationships with customers by responding to all inquiries and complaints concerning work orders, invoices, shipments, inventory counts, etc. in a courteous and efficient manner.
+ Report customer feedback to management, including any signs of customer dissatisfaction.
+ Act as a liaison between the warehouse and the customer in administration of accounts and between the office and customer regarding invoicing and credit information.
+ Contribute to maintain strong relationships with vendors (trucking companies, and others).
+ Provide support with other miscellaneous projects, filing and research
+ Maintain a current and accurate DLSOP that details the processing requirements for each account.
+ Answer phone calls according to Expeditors standards
+ Meet compliance at all times to regulations. This includes internal policies and procedures such as Operational Process Standards (OPS) and external government regulations or customer policies / requirements.
+ Meet KPI standards, as per the company's procedures
+ Ensure smooth and timely freight process flow
+ Track and Trace Air Export Files and reporting
+ Use Tree View on daily basis
+ Ensure arrival notices are communicated to overseas and customers
+ Interact with our customers in arranging their international shipments, meeting customer service standards.
+ Understand department process flow, and looking for best practices to improve operational efficiency and productivity
+ Overseas communications, timely responses to emails and requests (internal and external)
+ Escalation of problems to Management when necessary
+ Attend training classes when required and meet company standards of 52 hours training per year per employee.
+ Promote compliance in diligently following all company policies and regulations and performing the task at hand with outstanding integrity and pride.
WHAT WE EXPECT FROM YOU:
Expeditors Key Performance Expectations
Exceptional Customer Service: Exceeds customer expectations by anticipating, understanding and meeting needs. Is proactive and when issues arise, is timely and resolute in solving problems, including escalating to management when necessary. Builds rapport and exhibits empathy during interactions, and consistently strives to improve customer satisfaction with customers.
Job Execution: Consistently completes quality work that matches job expectations. Is committed to operational excellence and continuous improvement for own job function and across the network. All activities are compliant with company policies/procedures and code of business conduct and with government regulations.
Reliability: Consistently meets deadlines. Is punctual and can be relied on for planning purposes. Is organized, manages own time effectively and can prioritize
Collaboration: Displays a willingness to accomplish not only his/her own job responsibilities without the need for constant prodding but is willing, without request, to aid and assist others to the benefit of the company and/or customers. Works in harmony with superiors and fellow workers without incident or delay.
Communication: Effectively listens to others and communicates (verbal and written) in a professional manner, both internally and externally. Provides relevant and timely information to co-workers, customers and service providers. Answers phone calls and responds to voicemails, emails and other communication according to Expeditors' standards
Culture: Exhibits and promotes the company's 10 cultural attributes: Appearance, Attitude, Confidence, Curiosity, Excellence, Integrity, Pride, Resolute, Sense of Humour, and Visionary
Personal Growth and Development: Participates in training within the company's guidelines, completing at least 52 hours of relevant training per year. Completes required training in a timely manner with minimal reminders. Pursues professional development goals for self, including participating in a development plan as appropriate
Specific Performance Expectations
Timely and Accurate Shipment Processing: Ensures smooth and timely freight process flow according to Expeditors' operational procedures. Follows customer's standard operating procedures and proactively notifies customers of any issues. Consistently meets KPI standards, as per company's procedures
Timely and Accurate Data Entry: Ensures accurate and timely data entry into our operational systems according to Expeditors' operational procedures and customer requirements. Monitors exception reports for quick data integrity resolution
Timely and Accurate Billing and Accounting: Invoices customers the expected charges timely and accurately and according to Expeditors and customer requirements. Properly provisions service provider charges to avoid reserves. Follows proper credit approval processes in order to minimize risk and protect the company.
The ideal candidate would have experience within the healthcare sector and understand the importance of Good Distribution Practice (GDP).
Positive and willing to help attitude
Understanding transportation process of all models is a plus
Good computer skills (e.g., MS Excel, MS Word)
6 months to 1-year related experience and/or training; or equivalent combination of education and experience
Meet company standards of 52 hours training per year, including as needed management/leadership training
Excellent organisational skills, time management skills in addition to a professional manner
Effective interpersonal skills, including proven abilities to listen, comprehend, effectively communicate clearly and concisely obtain positive results
Must have the Right to Work in the UK

Our client, a leader in providing exceptional customer experiences, is seeking a motivated and experienced Customer Service Team Lead to join their growing team. This role is primarily remote, offering flexibility and the opportunity to lead a dedicated customer support function from anywhere in the UK. You will be responsible for guiding a team of customer service representatives, ensuring outstanding service delivery, resolving complex customer issues, and driving team performance. Your leadership will be key to maintaining and enhancing customer satisfaction and loyalty.

Key Responsibilities:

• Lead, train, and motivate a team of customer service representatives to achieve service excellence.
• Oversee daily operations of the customer service team, ensuring efficient query resolution and support.
• Handle escalated customer complaints and complex issues, providing timely and effective solutions.
• Monitor team performance metrics, including response times, resolution rates, and customer satisfaction scores.
• Implement and enforce customer service policies and procedures to ensure consistency and quality.
• Conduct regular performance reviews and provide constructive feedback and coaching to team members.
• Identify training needs and coordinate development opportunities for the team.
• Contribute to the development of customer service strategies and best practices.
• Liaise with other departments to resolve customer issues and improve overall service delivery.
• Utilize CRM systems and other support tools to manage customer interactions and track issues.
• Analyze customer feedback and identify trends to recommend service improvements.
• Foster a positive and collaborative team environment, promoting a customer-centric culture.

Qualifications:

• Proven experience in a customer service role, with at least 2 years in a supervisory or team lead capacity.
• Excellent understanding of customer service principles and best practices.
• Strong leadership, coaching, and mentoring skills.
• Exceptional communication, interpersonal, and problem-solving abilities.
• Proficiency in using CRM software and helpdesk ticketing systems.
• Ability to manage and resolve difficult customer situations effectively.
• Experience in remote team management is a significant advantage.
• Strong organizational skills with the ability to prioritize and manage tasks efficiently.
• A proactive approach to identifying and implementing service improvements.
• Familiarity with data analysis and reporting on customer service metrics.
• High school diploma or equivalent; further education or certifications in customer service are a plus.

This remote position offers a fantastic opportunity to take on leadership responsibilities and make a real impact on customer satisfaction within a dynamic and supportive organisation, serving clients nationally, including those in the Cambridge, Cambridgeshire, UK area.

A leading technology company in Cambridge, Cambridgeshire, UK is seeking an experienced and dynamic Customer Service Team Lead to manage and motivate their support team. This role is crucial in ensuring the highest levels of customer satisfaction by providing exceptional support and resolving complex issues efficiently. You will be responsible for leading a team of customer service representatives, setting performance goals, providing coaching and feedback, and conducting regular performance reviews. Key duties include handling escalated customer queries, monitoring service levels, identifying areas for improvement in customer service processes, and implementing solutions. You will also collaborate with other departments to address systemic customer issues and enhance the overall customer experience. The ideal candidate will have a minimum of 3 years of experience in a customer service role, with at least 1 year in a supervisory or team lead capacity. Excellent communication, interpersonal, and problem-solving skills are essential. Proficiency in using customer relationship management (CRM) software and helpdesk ticketing systems is required. A proactive and empathetic approach to customer care is paramount. This role is based in Cambridge, Cambridgeshire, UK and offers a hybrid working arrangement, blending team collaboration in the office with remote work flexibility.

Our client is seeking an experienced and motivational Remote Customer Service Lead to guide and support their growing team of customer service professionals. This is a critical, fully remote leadership position, responsible for ensuring exceptional customer experiences and driving team performance. You will oversee a team of customer service representatives, providing coaching, training, and performance management to foster a positive and productive work environment. Key responsibilities include monitoring service levels, developing and implementing customer service strategies, resolving complex customer escalations, and identifying areas for process improvement. The ideal candidate will have a proven track record in customer service management, with strong leadership, communication, and problem-solving skills. Experience with CRM systems and customer support software is essential. You must be adept at motivating a remote team, promoting collaboration, and ensuring consistent delivery of high-quality service. This role requires excellent organizational skills, the ability to manage multiple priorities, and a proactive approach to customer satisfaction. You will work closely with other departments to ensure alignment on customer service initiatives. This fully remote role offers the flexibility to work from anywhere, provided you have a stable internet connection and a suitable home office setup. Our client is committed to supporting their remote workforce with continuous training and development opportunities, aiming to build a highly engaged and effective customer service operation.

Our client is seeking an articulate and customer-focused Customer Service Representative with a technical aptitude to join their support team. This hybrid role offers a fantastic opportunity to assist customers with technical inquiries and product-related issues, providing solutions and ensuring a high level of customer satisfaction. You will be the first point of contact for customers seeking assistance, requiring excellent communication skills, patience, and a strong ability to troubleshoot and resolve technical problems effectively. Responsibilities include:

• Responding to customer inquiries via phone, email, and chat in a timely and professional manner.
• Diagnosing and resolving technical issues related to our products and services.
• Guiding customers through product features, setup, and troubleshooting steps.
• Escalating complex technical issues to higher-level support or relevant departments when necessary.
• Documenting customer interactions, issues, and resolutions accurately in the CRM system.
• Providing feedback to the product development team on common customer issues and suggestions for improvement.
• Maintaining a high standard of customer service and ensuring customer satisfaction at all times.
• Keeping up-to-date with product knowledge and technical specifications.
• Adhering to company policies and procedures for customer support.
• Contributing to a positive and collaborative team environment.

The ideal candidate will have prior experience in a customer service or technical support role. A strong understanding of (mention relevant technology, e.g., software applications, hardware troubleshooting, IT support) is highly desirable. Excellent verbal and written communication skills, along with strong active listening and problem-solving abilities, are essential. Familiarity with CRM software is a plus. This role requires a balance of remote work and in-office presence in **Cambridge, Cambridgeshire, UK**, for team collaboration and training. If you are a dedicated individual with a passion for technology and helping customers, we encourage you to apply.

Our client, a highly reputable organisation, is looking for an experienced and motivated Senior Customer Service Team Lead to manage and inspire their customer support team. This role offers a hybrid working model, balancing essential on-site collaboration in **Cambridge, Cambridgeshire, UK**, with remote flexibility. You will be responsible for overseeing daily operations, ensuring exceptional customer service delivery, coaching and developing team members, and contributing to service improvement initiatives.

Key Responsibilities:

• Lead, mentor, and motivate a team of customer service representatives to achieve performance targets and maintain high service standards.
• Oversee the daily workflow of the customer service department, ensuring efficient handling of inquiries and issue resolution.
• Monitor team performance through key metrics such as response times, resolution rates, and customer satisfaction scores.
• Provide ongoing training, coaching, and feedback to team members to enhance their skills and performance.
• Handle escalated customer issues, providing prompt and effective solutions while maintaining customer loyalty.
• Identify trends in customer inquiries and issues, and collaborate with relevant departments to implement process improvements.
• Develop and update customer service procedures and policies to enhance service quality.
• Conduct regular team meetings to communicate updates, share best practices, and foster team cohesion.
• Ensure adherence to company policies and procedures, including data privacy and security.
• Contribute to recruitment and onboarding of new customer service team members.

The ideal candidate will have significant experience in a customer service environment, with proven leadership or supervisory experience. Strong understanding of customer service principles and best practices is essential. Excellent communication, interpersonal, and problem-solving skills are paramount. The ability to motivate and develop a team, coupled with a customer-centric approach, is crucial. Experience with CRM systems and helpdesk software is highly desirable. This hybrid role provides a great opportunity to lead a dedicated team in **Cambridge** while enjoying a flexible work arrangement.

Our client is seeking an experienced and motivated Customer Service Team Lead to manage and mentor a remote team of customer support professionals. This role is entirely remote, offering flexibility and the opportunity to build a highly effective customer support function from the ground up. The successful candidate will be responsible for ensuring exceptional customer service delivery, managing team performance, and driving continuous improvement in support processes. The Team Lead will act as a primary point of escalation for complex customer issues and will play a key role in shaping the customer experience.

Key Responsibilities:

• Lead, coach, and motivate a remote team of customer service representatives to achieve performance targets.
• Monitor team performance metrics, including response times, resolution rates, and customer satisfaction scores (CSAT).
• Develop and implement effective customer service strategies and best practices.
• Handle escalated customer inquiries and complaints, providing timely and satisfactory resolutions.
• Conduct regular team meetings, performance reviews, and one-on-one coaching sessions.
• Identify training needs and opportunities for professional development within the team.
• Analyze customer feedback and trends to identify areas for service improvement.
• Collaborate with other departments to ensure a seamless customer experience.
• Maintain up-to-date knowledge of products, services, and support systems.
• Create and update knowledge base articles and internal process documentation.
• Foster a positive and supportive team environment that encourages collaboration and high performance.
• Ensure adherence to company policies and procedures.

Qualifications:

• Proven experience in a customer service role, with at least 2 years in a leadership or supervisory capacity.
• Demonstrated ability to lead, motivate, and manage a remote team effectively.
• Excellent communication, interpersonal, and problem-solving skills.
• Strong understanding of customer service principles and best practices.
• Experience with customer support software (e.g., Zendesk, Salesforce Service Cloud) and CRM systems.
• Ability to manage multiple priorities and delegate tasks effectively.
• Proficiency in remote collaboration tools (e.g., Slack, Zoom, Microsoft Teams).
• A proactive approach to identifying and resolving issues.
• Experience in developing and delivering training programs is a plus.
• A genuine passion for customer service and delivering exceptional experiences.

This fully remote position based in the Cambridge area (though remote) offers a fantastic opportunity for an ambitious customer service leader to make a significant impact. Competitive salary and benefits package provided.

Our client is looking for a proactive and experienced Senior Customer Service Manager to lead their customer support operations in Cambridge, Cambridgeshire, UK . This critical role will involve overseeing the delivery of exceptional customer service across all channels, including phone, email, live chat, and social media. You will be responsible for managing, training, and motivating a team of customer service representatives, ensuring adherence to service level agreements (SLAs) and maintaining high standards of customer satisfaction. Key responsibilities include developing and implementing customer service policies and procedures, analyzing customer feedback and service data to identify areas for improvement, and driving initiatives to enhance the overall customer experience. You will also be tasked with managing escalations, resolving complex customer issues, and collaborating with other departments to address systemic problems. The ideal candidate will have a strong background in customer service management, with proven experience in developing and leading high-performing teams. Excellent communication, interpersonal, and problem-solving skills are essential. A deep understanding of customer service best practices, CRM systems, and omnichannel support strategies is required. Experience in performance management, coaching, and continuous improvement initiatives is highly valued. This role offers a blend of in-office and remote work, providing flexibility while fostering team collaboration. If you are passionate about delivering outstanding customer experiences and possess strong leadership capabilities, we want to hear from you.