Job Description
Job Title: Customer Care Partner
Business Unit: Commercial Operations
Location: UK (Reading)
Reports To: Customer Success Manager
Job Purpose
To manage all operational aspects in liaison with the Customer Success Manager – including production, purchasing, quality, planning, technical, transport, and SOP teams – from start to finish in line with customer expectations.
You will be fully embedded in the team as a trusted and valued partner, ensuring clear, proactive communication with colleagues and maintaining a high standard of customer service. A customer-centric mindset is key to delivering positive customer interactions, streamlining internal/external communication, and ensuring smooth workflows.
You’ll also handle customer complaints, provide appropriate solutions and alternatives within defined timeframes, and follow up to ensure complete resolution. This role requires someone articulate, flexible, detail-oriented, and solutions-focused.
Main Responsibilities
(Total time allocation: 80%)
Customer Service – 50%
1. Log and triage customer complaints, allocating cases to the appropriate site.
2. Investigate and resolve complaints or service requests, ensuring outcomes that satisfy both customer and business.
3. ...