Assistant Customer Success Manager

The Role

As part of the Customer Relationship Team, you will act as a key point of support for both customers and the team, serving as the first escalation point for complex queries while supporting the Manager in the day-to-day running of the function. You will play a hands-on role in ensuring smooth operations, high service levels, and team efficiency, stepping into leadership responsibilities when required to maintain continuity.

Key Responsibilities

Provide frontline customer support via phone and email, handling orders, quotes, queries, and complaints

Act as the escalation point for complex or unresolved customer issues

Support the Manager in overseeing daily team operations, including workflow and resource planning

Monitor team performance against KPIs, ensuring high standards of customer service

Collaborate with internal teams (Sales, Production, Logistics) to deliver seamless customer solutions

Assist with onboarding, training, and ongoing development of team members

Step into managerial responsibilities in the Manager’s absence, maintaining team performance and motivation

Identify and implement process improvements to enhance efficiency and customer experience

Produce and review reports, maintaining accurate documentation and procedures

Skills & Experience

Proven experience in a senior customer-facing role, with exposure to team leadership or management cover

Strong communication, leadership, and problem-solving skills

Ability to manage priorities and perform in a fast-paced environment

Excellent customer service skills, with the ability to resolve complex issues effectively

Experience working with KPIs and performance metrics

Strong organisational and time-management skills

Familiarity with CRM systems, Microsoft Office, and ERP systems (desirable)

About You

A collaborative team player with a positive, customer-focused approach

Confident communicator, able to work effectively at all levels

Proactive, solutions-focused, and open to continuous improvement

Motivated to support and develop others within the team

Able to simplify complex challenges and deliver practical solutions

This role description is intended to give the role holder an appreciation of the range of duties undertaken. The role description is subject to ongoing review in line with company requirements