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Assistant Customer Success Manager

Job Posted: 11 days ago

Salary: £ Competitive
Job Type: Permanent
Location: Didcot

Expire in: 17 days

Job Description

The Role

As part of the Customer Relationship Team, you will act as a key point of support for both customers and the team, serving as the first escalation point for complex queries while supporting the Manager in the day-to-day running of the function. You will play a hands-on role in ensuring smooth operations, high service levels, and team efficiency, stepping into leadership responsibilities when required to maintain continuity.

Key Responsibilities

Provide frontline customer support via phone and email, handling orders, quotes, queries, and complaints
	
Act as the escalation point for complex or unresolved customer issues
	
Support the Manager in overseeing daily team operations, including workflow and resource planning
	
Monitor team performance against KPIs, ensuring high standards of customer service
	
Collaborate with internal teams (Sales, Production, Logistics) to deliver seamless customer solutions
	
Assist with onboarding, training, and ongoing development of team members
	
Step into managerial responsibilities in the Manager’s absence, maintaining team performance and motivation
	
Identify and implement process improvements to enhance efficiency and customer experience
	
Produce and review reports, maintaining accurate documentation and procedures

Skills & Experience

Proven experience in a senior customer-facing role, with exposure to team leadership or management cover
	
Strong communication, leadership, and problem-solving skills
	
Ability to manage priorities and perform in a fast-paced environment
	
Excellent customer service skills, with the ability to resolve complex issues effectively
	
Experience working with KPIs and performance metrics
	
Strong organisational and time-management skills
	
Familiarity with CRM systems, Microsoft Office, and ERP systems (desirable)

About You

A collaborative team player with a positive, customer-focused approach
	
Confident communicator, able to work effectively at all levels
	
Proactive, solutions-focused, and open to continuous improvement
	
Motivated to support and develop others within the team
	
Able to simplify complex challenges and deliver practical solutions

This role description is intended to give the role holder an appreciation of the range of duties undertaken. The role description is subject to ongoing review in line with company requirements

Before You Apply

Do not include the following in your job application, CV, or cover letter:

Bank details.
National Insurance number.
Date of birth.

You should not be asked for payment or irrelevant information. If you have concerns about a job advert or employer, seek guidance on how to proceed.

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