Customer Support Specialist

Thx UK Ltd; Bedford; On-site; GBP 25,000 - 35,000; Full time

Job summary

A dynamic tool hire company in Bedford is seeking an individual passionate about exceptional customer service. This role involves developing lasting customer relationships, handling orders, and ensuring customer satisfaction. Ideal candidates will have proven customer service experience, strong communication skills, and the ability to work collaboratively. Competitive benefits package offered, including 25 days of holiday and a company pension.

Benefits

25 Days Holiday

Company Pension

Fully stocked kitchens with snacks

Qualifications

• Proven experience in customer service with long-term relationships.
• Ability to manage orders and queries efficiently.
• Strong proficiency with MS Office tools.

Responsibilities

• Develop and sustain meaningful customer relationships.
• Handle incoming orders and queries.
• Communicate effectively with customers.

Skills

Customer service experience

Excellent communication skills

Organizational skills

Analytical skills

Interpersonal skills

Tools

Outlook

Word

Excel

PowerPoint

Job description

Working Hours: Monday to Friday – 7am to 5pm

At THX we are committed to transforming tool hire expectations within the UK construction industry by providing a hire experience that goes beyond the ordinary. We are a dynamic, fast-growing company and have an exciting opportunity for someone looking to embark on their next chapter.

Join us and become part of a team that’s passionate about delivering unparalleled customer service and creating meaningful customer relationships!

WHAT ARE WE LOOKING FOR?

Are you passionate about delivering exceptional customer service and building meaningful relationships? As a key member of our team, you will be responsible for creating lasting connections with our customers through the ordering and off-hiring processes.

You will also be expected to track and achieve key performance indicators (KPIs) to ensure customer satisfaction, operational efficiency, and the overall success of the business.

You’ll work collaboratively with colleagues in other departments to ensure that THX consistently exceeds customer expectations and delivers a seamless experience.

WHAT WILL YOU BE DOING?

Your primary responsibilities and duties will be to:

• Develop and sustain meaningful relationships with our customers.
• Efficiently handle incoming orders, queries and quotes with dedication and a customer-first attitude.
• Manage and swiftly respond to website orders and customer web charts.
• Provide stellar support to customers through our main phone line.
• Ensure THX’s system is meticulously updated with customer account activities, including administration of off-hires/on-hires.
• Communicate effectively with customers about orders, collections, and other activities, ensuring their satisfaction with our service.
• Address and resolve issues with a positive and solution-orientated approach.
• Collaborate seamlessly with colleagues across various teams to manage delivery and service efficiently.
• Carry out all other reasonable management requests with dedication and a positive attitude.

Your secondary responsibilities and duties will be to:

• Support sales, transport, warehouse and workshop teams to ensure streamlined processes and optimal resource use.
• Facilitate resource sharing between departments for a smooth and effective operation.
• Identify opportunities to enhance accounts and share relevant information with Key Account Managers or Account Managers.

what we would like to see:

Essential experience, skills & attributes for the role:

• Proven experience and success in a customer service environment involving longer term customer relationships.
• Experience of making regular proactive calls to customers.
• Experience of target driven environments and delivering to targets set.
• Experience of assessing and resolving issues.
• Excellent communication skills, both written and verbal.
• Knowledge of customer and account management.
• High level of proficiency in Outlook, Word, Excel, and PowerPoint.
• Exceptional analytical and problem-solving skills.
• Excellent attention to detail and organisational skills.
• A driven individual with a high degree of autonomy and passion for achieving results.
• A highly organised individual with the ability to work under pressure.
• Flexible and solutions driven mindset.
• Excellent interpersonal and influencing skills
• Team player.
• Calm and focussed under pressure.
• Experience of making regular, proactive calls to customers.
• Experience of working in successful SME.

WHAT WILL YOU GET IN RETURN?

THX is no ordinary workplace! In exchange for helping us do a great job and continue to grow our business, we offer a comprehensive rewards package and genuine career development opportunities.

Benefits include:

• Recharge with 25 Days Holiday (with Bank Holiday’s on top).
• Looking after your future with a Company Pension.
• Special recognition and rewards incentives.
• NO MORE PACKED LUNCHES:Enjoy access to our fully stocked kitchens, filled with snacks and treats to keep you fuelled throughout the day.

no ordinary workplace

On top of our great rewards package, we’ve cultivated a friendly, energetic, and collaborative workplace, where ‘Team’ really does mean team.

Take a moment to exploreTHX CAREERS andTHX CULTURE . You’ll find out more details about all our great benefits, meet some team members, and get a glimpse into what life is like at THX.

SOUNDS GREAT, HOW DO I APPLY?

If you like what you see and feel you could be the right person for this role, please apply by completing the Application Form at the bottom of this page.

Alternatively, you can send your CV with a cover letter toSteve Ward, HR Consultant, [e-mail]

Whilst we value qualifications and experience, don’t let a few unchecked boxes discourage you. If the role aligns with your skills and aspirations, we welcome your application.

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