CUSTOMER RELATIONS OFFICER

Hours: Full-time, 42.5 hours/week (Mon–Fri, e.g., 08:00–17:00)
Location: Carryduff (with occasional visits to Downpatrick)
Contract type: Permanent, on-site

THE ROLE

You’ll be the first point of contact for customers—handling calls and emails, booking collections, keeping our CRM and customers up to date, and closing the loop on any issues. You’ll work closely with Transport, Weighbridge and Accounts to make sure service promises are met.

KEY RESPONSIBILITIES

• Handle inbound calls/emails; take ownership of queries end-to-end
• Schedule/confirm collections and deliveries; coordinate with Transport & Weighbridge
• Log all interactions in the CRM; keep customers proactively updated
• Monitor SLAs, PODs and service performance; escalate service risks early
• Manage basic billing queries (POs/credits/invoice queries) and update records accurately
• Record, triage and resolve complaints quickly and professionally; follow up with root-cause actions
• Produce simple daily/weekly summaries (open tickets, missed collections, customer feedback)
• Support Duty of Care/admin tasks (e.g., maintaining correct details on accounts and documentation)