Customer Operations Advisor

ROLE: Customer Operations Advisor
LOCATION: Lowestoft
PAY: £28,000 per annum
HOURS: Full-Time | Monday to Friday
CONTRACT: Permanent Position

Hales Group are seeking an enthusiastic and customer-focused Customer Operations Advisor to support the delivery of an exceptional customer experience across service operations. This role is ideal for someone with strong customer service or operations experience who enjoys problem‑solving, coordinating activity, and being a key part of a busy, service‑led team.
You’ll play an important role in managing customer enquiries, supporting service delivery, coordinating appointments, and ensuring every customer receives a smooth and positive journey from start to finish.
  
Key Responsibilities

Customer Support handle customer enquiries, provide updates, and ensure a high-quality service experience
Service Coordination organise engineer schedules, service appointments, repairs, and maintenance activities
Customer Journey Management support customers from initial enquiry through installation, servicing, and aftercare
Issue Resolution manage and resolve customer complaints or service issues professionally and efficiently
Relationship Building maintain strong communication with customers, engineers, suppliers, and service partners
Operational Administration process orders, update CRM records, produce documentation, and support daily workflows
Performance Awareness monitor customer feedback and service KPIs, highlighting areas for improvement
Team Support assist colleagues with workload, share best practice, and contribute to a positive team environment
Process Improvement identify opportunities to streamline tasks and enhance customer satisfaction
Reporting & Compliance produce accurate reports and ensure adherence to company policies and procedures
Business Support contribute to wider operational and commercial objectives across the organisation   
Skills & Experience

Customer Service Experience background in customer service, operations, service coordination, or support roles
Communication Skills strong written and verbal communication
Multitasking Ability able to manage multiple priorities in a fast-paced environment
Organisation & Planning excellent organisational and problem‑solving skills
Attention to Detail high level of accuracy in administration and customer communication
Systems Knowledge competent in Microsoft Office 365 and CRM/business systems
Industry Experience experience in technical, engineering, manufacturing, or service-led environments (desirable)
Why work for Hales Group? 
All of our Consultants are committed and experienced in what they do and have been operating in Lowestoft for many years. We treat candidates as our customers and aim to find the right job solution for you.
 
Hales Group Ltd collects and keeps information from applicants so that we can monitor our recruitment process, ensure compliance with our Equal Opportunities policy, and, when appropriate, send you details of future job opportunities. We keep your name, address, and details of your application. If you do not want us to do this, please contact your local branch