Job Description

About the role:

As a Customer Support Executive, you will play a key role in coordinating all dispatch communications with customers to ensure a smooth delivery experience. The role is focused on proactive, outbound customer contact -- confirming delivery details, arranging balance payments prior to dispatch, and notifying customers of any delivery changes.

You will also provide aftersales support by handling inbound customer enquiries, resolving issues where possible, and escalating when necessary. This diverse role also provides the opportunity to support our sales team with administrative tasks, contributing to an efficient and well-organised sales process in line with the demands of your primary dispatch and aftersales responsibilities.

This role is ideal for someone who enjoys speaking with customers, thrives on keeping operations running smoothly, and can switch between proactive communication and problem-solving with ease.

The Role and Accountabilities:

Dispatch Coordination & Customer Communication
Make outbound calls to customers to:

o Arrange final balance payments so products can be dispatched

o Confirm customers are ready to receive goods at the agreed date and location

o Notify customers promptly of any delays or changes to delivery schedules

Maintain accurate records of all dispatch communications in the system Liaise with internal teams to resolve dispatch issues quickly and efficiently
2. Customer Support - Aftersales:

Handle inbound customer calls and emails, providing first-line support Resolve issues where possible or escalate to the relevant team for resolution Document recurring issues and contribute to process improvements Collaborate with technical support to build shared knowledge resources
3. Sales Administration Support

Support the sales team with quotes, order details, and post-call follow-up tasks, contributing as capacity allows within the demands of your primary responsibilities Assist with smooth handling of low-tier sales projects where needed Ensure all documentation and systems are updated accurately and promptly
Qualifications and experience:

Excellent telephone manner with the ability to listen attentively, empathise, and accurately record key information Professional and clear communication skills, both verbal and written, suitable for customer-facing and internal interactions Strong organisational skills with the ability to manage multiple tasks and priorities effectively, particularly in dispatch coordination Fast and accurate data entry, with attention to detail in updating customer and dispatch records Self-motivated, resilient, and conscientious team-player who can act independently when required High level of agility in providing proactive support to customers and internal teams, adapting quickly to changing demands Problem-solving mindset with the ability to identify issues early and escalate when necessary Proficient in MS Outlook, MS Word, MS Excel, and CRM systems; able to quickly learn and navigate internal systems Previous experience in customer support, sales support, or dispatch coordination is highly desirable
What we value...

As an employee-owned business, our mission is driven by our three Guiding Principles - Values-led Culture, Innovation and Long-term Sustainability. These principles guide our Directors, Trustees and Co-owners in their decision-making and activities.

To succeed, you will need to demonstrate that your values and behaviours are aligned with our five values - Ownership, Focus, Professionalism, Resilience and Pride - each associated with specific behaviours. Together, they create an atmosphere where personal growth is encouraged, nurtured, and recognised.

The Package...

Working hours: Monday-Friday 8.30am-5pm

Location: Bourton on the Water

Salary: 25,000-28,000 Depending on experience

Company Profit Share - First 3,600 tax free Assistance & Wellbeing Plan Life Assurance Health Cash Plan Additional Holiday Long Service Awards Co-owner Events Electric Vehicle Lease & Tax Saving Scheme Cycle to Work Scheme
Are you right for us - are we right for you?

Please apply by sending your CV and cover letter to Natalie Moss hr@therooflightco.com and tell us why this is the right role for you.

Job Types: Full-time, Permanent

Pay: 25,000.00-28,000.00 per year

Benefits:

Company events Cycle to work scheme Health & wellbeing programme Life insurance On-site parking Profit sharing
Work Location: In person