Customer Support Executive

Company Description Thornton & Lowe are Public Sector Supply Chain Experts, supporting SMEs that want to secure Public Sector contracts through specialist bid writing and strategy services. The organization also delivers comprehensive procurement, compliance, and value-for-money support tailored to Public and Third Sector clients. Thornton & Lowe offers expert bid writing training courses, consistently rated five stars, helping professionals build competitive tendering skills. In addition, the company provides digital marketing services that complement its bid and procurement offerings, creating an integrated support solution for clients.

Role Description This full-time Customer Support Executive role is a hybrid position based in Bolton, with some flexibility to work from home. The role involves responding to customer inquiries via phone, email, and online channels, providing accurate information about services, training courses, and digital offerings. The Customer Support Executive will manage support tickets, troubleshoot basic technical issues related to online platforms, and escalate complex queries to relevant teams. Daily tasks include maintaining up-to-date customer records, monitoring customer satisfaction, and ensuring service levels are met. The role also requires collaboration with internal teams to improve processes, contribute to FAQs and support documentation, and provide feedback on recurring customer issues.

Qualifications

• Strong customer-facing skills, including Customer Support and Customer Service experience.
• Ability to maintain high Customer Satisfaction through clear communication, empathy, and problem-solving.
• Experience providing Online Support via email, chat, and support portals.
• Basic Technical Support skills, including troubleshooting common user issues and navigating CRM or helpdesk tools.
• Excellent written and verbal communication skills and a professional telephone manner.
• Organizational and time-management skills, with the ability to handle multiple queries simultaneously.
• Comfort working in a hybrid environment, with reliability in both office-based and remote settings.
• Previous experience in professional services, Public Sector, or B2B environments is an advantage.
• Proficiency in standard office software and customer support systems; familiarity with CRM platforms is beneficial.
• Relevant education or training in business, customer service, or a related field is preferred but not mandatory.