Salary: £32,000 – £35,000
Location: Didcot
Contract: Full-time, Permanent
We are looking for a proactive and relationship-focused Customer Success Representative to join a growing and fast-paced team. This role is ideal for someone who enjoys building long-term client relationships, takes ownership of customer outcomes, and is passionate about delivering an excellent customer experience.
You’ll work closely with Account Managers and internal teams to ensure customers receive maximum value from products and services, while identifying opportunities to strengthen and grow existing accounts.
Key Responsibilities
*Support the onboarding of new customers, ensuring a smooth and positive transition post-sale
*Act as a key internal point of contact for existing customers, supporting the Account Manager
*Build strong, trusted relationships with clients and proactively identify cross-sell and up-sell opportunities
*Conduct regular account reviews via Teams/Zoom, monitoring KPIs, reviewing SLAs, and planning ahead for customer needs
*Follow up on quotes by phone and email, encouraging additional sales where appropriate
*Monitor customer engagement and satisfaction, taking early action to resolve any issues or risks
*Collaborate closely with internal teams (including sales, purchasing, and warehouse teams) to resolve queries and improve service delivery
*Provide knowledgeable advice on product options to help customers maximise value
*Support customer portal adoption, including user access, product setup, and training
*Manage delivery issues, product faults, returns, and ensure timely, professional resolution
*Maintain accurate and up-to-date CRM records and account notes
*Log and track issues through internal reporting processes, ensuring actions are followed through
*Manage the shared inbox and respond promptly to customer enquiries via phone, email, and live chat
Skills & Experience Required
*Proven experience in a Customer Success, Account Management, or Customer Account Support role
*Strong relationship-building skills with the ability to engage key stakeholders
*Excellent communication and interpersonal skills
*Comfortable working in a fast-paced, customer-focused environment
*Confident using CRM systems and Microsoft Office
*Strong organisational and problem-solving skills, with the ability to manage multiple priorities
*Good commercial awareness, including cross-selling and up-selling
What’s on Offer
*Competitive salary of £32,000 – £35,000
*Opportunity to work in a dynamic, customer focused environment
*Support for professional development and career progression
*Inclusive, collaborative, and supportive team culture
To apply, please submit your CV now!!!!!!!!!!!!!