Job Overview:
As a Senior Customer Service Representative, you will be responsible for managing customer accounts, orders, and supply requirements. You will also act as an escalation point for complex issues, support the Customer Service Manager, and mentor more junior members of the team.
Key Responsibilities
* Manage customer accounts, orders, supply requirements and ongoing communication
* Handle escalated enquiries, complaints and complex issues across phone and email
* Mentor and support Customer Service Representatives, providing coaching and guidance
* Monitor service standards and help refine customer service processes and documentation
* Work closely with internal teams to resolve issues quickly
* Prepare quotes, process invoices, update CRM and product specifications with high accuracy
* Coordinate artwork proofs, printing plate details and specification updates where required
* Oversee dispatch communication, delivery dates and customer stock schedules
* Maintain strong customer relationships through proactive updates and regular follow-ups
* Support the Customer Service Manager with reporting, quality assurance and continuous improvement initiatives
* Contribute to a clean, professional, and compliant working environment
Why This Role?
This is a hands-on, highly visible role where you'll be the go-to person for escalations, process improvements and customer experience. You'll be working on-site five days a week with a supportive, tight-knit team and strong leadership.
What You'll Be Doing in This Role
Required Skills and Qualifications
* Minimum 7 years' experience in a customer service role, ideally in a fast-paced environment
* Confident handling escalations with professionalism and empathy
* Strong communicator who builds rapport easily
* High attention to detail and strong organisational skills
* Able to mentor others and support team development
* Proficient with CRM systems and Microsoft Office
* Thrives in a structured, busy, team-based environment
Benefits
* Above-average salary
* Opportunity for growth into more senior responsibilities as the business expands
* Stability in a long-standing, respected business
* Varied work every day — this is more than just a standard customer service role
* Supportive leadership with a strong focus on development and improvement