Customer Operations Specialist

Wholeship Ltd; Boskenwyn; On-site; GBP 25,000 - 35,000; Full time

Job summary

A company managing a National Drone Hub in England seeks a full-time Customer Operations Specialist. This role involves managing customer inquiries, ensuring a positive experience, and analyzing feedback for improvements. Strong communication and analytical skills are essential, as is proficiency with CRM tools. A Bachelor's degree is required, with experience in customer care preferred. The position supports operations and requires a proactive problem-solving approach within a technologically driven environment.

Qualifications

• Proficient in Customer Centric support and exceptional customer care.
• Experience in handling and developing test documentation.
• Experience in customer care or operations roles preferred.

Responsibilities

• Manage customer inquiries and ensure satisfaction goals are met.
• Analyze customer feedback for ongoing improvements.
• Support operational needs and maintain customer records.

Skills

Customer Centric Support

Customer Service

Analytical Skills

Communication

CRM tools

Problem Solving

Test Documentation

Team Collaboration

Air Operations

Education

Bachelor's degree or equivalent

Job description

WholeShip owns and manages the National Drone Hub, a world-class facility dedicated to the testing and evaluation of drones and related technologies. The Hub provides state-of-the-art infrastructure and advanced technical expertise, as well as access to over 8,000 km² of segregated airspace, extending from ground level up to 55,000 feet. By fostering collaboration among industry leaders, government entities, academic institutions, and regulators, the Hub serves as a safe and compliant sandbox for knowledge sharing. It plays a pivotal role in advancing drone technology innovation and industry growth.

Role Description

This is a full-time on-site position located near Helston in Cornwall for a Customer Operations Specialist. The primary responsibilities include managing customer inquiries, ensuring a positive customer experience, and addressing issues to meet customer satisfaction goals. Tasks include responding to customer concerns, maintaining records, analyzing customer feedback for ongoing improvements, and providing direct support for operational needs. The Specialist will act as a key liaison between the organization and its clients to cultivate strong relationships and deliver exceptional service.

Qualifications

• Proficient in Customer Centric Support, focused on delivering exceptional Customer Care
• Strong skills in Customer Service, ensuring a seamless and positive Customer Experience
• Analytical Skills with the ability to evaluate feedback, resolve issues, and implement solutions
• Excellent communication abilities, professionalism, and a proactive approach to problem-solving
• Proficiency in customer relationship management (CRM) tools is a plus
• Experience of handling and developing test documentation
• Knowledge of technology-driven environments
• Bachelor's degree or equivalent
• Experience in challenging customer care or operations roles is preferred
• Firm understanding of standard operating procedures in a regulated environment
• Understanding of ISO standards and working within these
• Team player & critical thinker & problem solver
• Air Operations experience would be an advantage.