Senior Customer Relationship Associate (Deputising for Manager)

About the role

We are looking for a Senior Customer Relationship Associate to join a leading life‑saving products manufacturer. Reporting to the Pre‑Sales Manager, you will work in a hybrid model, providing high‑level support to customers and stepping in for the manager when required.

Key responsibilities

• Assist the manager in monitoring team performance against KPIs and delivering exceptional service.
• Provide frontline support: process orders, prepare quotes, answer inquiries and resolve issues.
• Oversee scheduling, workflow management and resource allocation to ensure smooth operations.
• Monitor workload and compliance, offering guidance to maintain high service standards.
• Support onboarding and training of new team members.
• Act as manager during absences, motivating the team and making staffing decisions.
• Identify and implement process improvements to boost efficiency and satisfaction.
• Maintain written procedures aligned with company processes.

Required profile

• Proven experience in a senior customer‑facing role with occasional management cover.
• Strong leadership, communication and problem‑solving abilities.
• Ability to manage team performance and meet KPI targets.
• Experience handling complex customer issues efficiently.

Required skills

• CRM systems
• Microsoft Office (Word, Excel, PowerPoint)
• ERP platforms

What we offer

• Competitive salary of £35,000 per annum.
• Hybrid working arrangement (office and remote).
• Opportunity to develop managerial experience in a fast‑growing sector.