Job Description:

Main Purpose of Role: 

To provide day-to-day leadership and management of Cogent’s Customer Service Team, ensuring the delivery of a high-quality, efficient and customer-focused service. The role is responsible for overseeing customer service operations, including order processing, contract management, customer issue resolution, database management and administrative support, while driving accuracy, continuous improvement and effective collaboration across the business.

Key Responsibilities:

• Provide day-to-day leadership, guidance and support to the Domestic Customer Service Team, ensuring high standards of performance, customer service and productivity are maintained.
• Manage, coach and develop team members through regular communication, training and performance feedback, fostering a positive and collaborative working environment.
• Oversee and support all customer service administrative activities, ensuring work is completed accurately, efficiently and in line with company procedures.
• Ensure the timely and accurate processing of customer sales orders, quotations, invoices and related documentation, maintaining a strong focus on attention to detail and customer satisfaction.
• Take ownership of all Liquid Nitrogen and Precision Service Contracts, ensuring agreements are issued promptly, monitored proactively, maintained accurately and renewed where appropriate to maximise business opportunities.
• Deliver exceptional customer service by acting as a point of escalation for customer enquiries, issues and complaints, ensuring concerns are resolved professionally and within agreed timescales.
• Manage and coordinate the customer complaint process, conducting investigations where required and working with relevant departments to implement effective and lasting resolutions.
• Maintain the integrity of customer records and databases, ensuring information is accurate, up to date and compliant with company requirements.
• Produce and analyse customer service and business support reports, providing meaningful information and insights to Sales Managers and other stakeholders as required.
• Build and maintain strong working relationships with customers, sales teams and internal departments to ensure effective communication and the delivery of a seamless customer experience.
• Identify opportunities to improve processes, service levels and operational efficiency, collaborating with colleagues across the business to implement continuous improvements.
• Support inventory, operational and administrative activities as required, working closely with the Customer Service & Inventory Manager to ensure departmental objectives are achieved.
• Assist with planning workloads, prioritising tasks and allocating resources effectively to meet business demands and service level expectations.
• Ensure compliance with company policies, procedures and quality standards, promoting best practice throughout the Customer Service function.

Essential Skills:

• Previous experience leading, supervising or coordinating a customer service, administration or business support team.
• Proven ability to motivate, support and develop team members, promoting a positive and highperforming working environment.
• Strong customer service experience, with a commitment to delivering excellent service and resolving customer issues effectively.
• Excellent communication and interpersonal skills, with the ability to build strong relationships with customers, colleagues and stakeholders at all levels.
• Previous use of Microsoft Dynamics Business Central is desirable but not essential.
• Proficient in Microsoft Office applications, particularly Excel, Word, Outlook.
• Strong organisational skills with the ability to prioritise workloads, manage competing demands and meet deadlines.
• Ability to work effectively under pressure whilst maintaining accuracy and attention to detail.
• Problemsolving mindset with the ability to identify issues, implement solutions and drive continuous improvement.
• Demonstrates accountability and initiative, taking ownership of responsibilities and leading by example.
• Positive, resilient and adaptable approach, tackling challenges with enthusiasm and professionalism.

Enhanced Benefits

• Annual leave starting at 23 days plus bank holidays, increasing with service up to 28 days plus bank holidays.
• Matched pension scheme, Life Assurance (4x basic salary) and BUPA healthcare & dental cover.
• Enhanced family leave provisions.
• Long Service Awards at 5, 10, 15, 20 and 30 years.

Additional Information: Due to the location of the office and no local public transport routes, you must be able to drive and have access to your own vehicle.