Customer Service Lead

Location: Torquay, UKDepartment: Customer ServicesReporting to: Customer Service ManagerJoin a Global Hi-Tech Business Where Customer Experience MattersG&H is a global leader in optical design, testing and manufacturing. For more than 75 years, we’ve been at the forefront of photonics innovation - designing and delivering optical systems, assemblies and components for the world’s most demanding applications. Our technologies are trusted everywhere from the deepest oceans to space. At our Torquay site, you’ll be part of the Torbay Hi-Tech Cluster; a vibrant community of photonics and microelectronics companies driving breakthrough innovation in the South Devon region. This is where world-class engineering meets real-world impact.This is an excellent opportunity for an experienced Customer Service professional looking to build on their career within a fast-paced, technology-driven manufacturing environment. You'll become a key voice of the customer within the business, working closely with colleagues across Sales, Operations, Production, Planning and Product Management to ensure customers receive outstanding support throughout the order lifecycle.The OpportunityAs a Customer Service Lead, you'll take ownership of customer orders from receipt through to fulfilment, ensuring orders are processed accurately, customer expectations are managed effectively and any issues are resolved with urgency and professionalism.Working with customers across international markets, you'll handle a range of enquiries, delivery requests, complex customer cases and after-sales support activities. You'll play a vital role in ensuring customer satisfaction, advocating for customer needs internally while collaborating with multiple teams to deliver solutions.This role offers excellent exposure across the business and is well suited to someone who enjoys building relationships, solving problems and continuously improving the customer experience.What You'll Be DoingManaging the complete order processing lifecycle, including order entry, scheduling, acknowledgements and updatesTaking ownership of customer communications relating to order acceptance, delivery schedules and after-sales supportHandling customer enquiries, complaints and complex service issues, ensuring timely and effective resolutionActing as a key advocate for the customer within the business, ensuring customer requirements are understood and metBuilding strong working relationships with Sales Managers, Product Line Managers, Planning, Manufacturing and other internal stakeholdersProactively identifying and addressing issues that could impact delivery performance or customer satisfactionCoordinating and processing Return Merchandise Authorisations (RMAs)Ensuring customers receive accurate, clear and timely information throughout the customer journeySupporting compliance with customer-specific requirements and contractual commitmentsUsing business systems including Salesforce and Syspro to maintain accurate records and manage customer activitiesSupporting colleagues across other customer service value streams as requiredParticipating in customer meetings where appropriateChampioning excellent customer service standards across the Torquay siteWhat You'll BringProven experience in a customer service, customer operations or order management roleExperience within a manufacturing, engineering, industrial or technical environmentConfidence supporting customers in a global or international business environmentExperience handling customer complaints, escalations and complex service-related issuesStrong organisational skills with the ability to manage multiple priorities in a fast-paced environmentA proactive and solutions-focused approach to problem solvingAbility to work effectively under pressure while maintaining excellent attention to detailExperience working across cross-functional or matrix organisationsStrong communication and relationship-building skillsGood working knowledge of Microsoft Office applicationsExperience using ERP and CRM systems such as Syspro and Salesforce would be advantageousWhy Join G&H?Be part of a globally recognised technology business delivering innovative solutions to customers worldwideWork within a collaborative environment where customer focus, teamwork and continuous improvement are highly valuedGain exposure to a diverse international customer base and a wide range of advanced products and technologiesDevelop your career within a growing organisation that actively supports professional developmentJoin a business where your ideas, initiative and customer advocacy can make a genuine impactContribute to the success of a company operating at the forefront of photonics and advanced manufacturing technologies Our ValuesWe expect all employees to demonstrate and promote our company values:Customer Focus – placing customer needs at the centre of everything we doPassion – taking pride in delivering excellenceUnity – working collaboratively across teams and functionsPrecision – maintaining the highest standards of accuracy and qualityG&H Benefits25 days - rising up to 30 days annual leave (phased with long service)Corporate Cash PlanCompany bonus schemeSalary Sacrifice Pension SchemeEnhanced Employee Assistance ProgrammeNotes: This job description is not intended to be exhaustive in every respect, but rather to clearly define the fundamental purpose, responsibilities and dimensions for the role. Therefore, this job description does not describe any individual role holder. In addition to the contents of this job description, employees are expected to undertake any and all other reasonable and related tasks allocated by their line manager.The Company is committed to providing equal employment opportunities for all employees and applicants for employment. The Company does not discriminate in employment opportunity or practices on the grounds of gender, race, religion or belief, age, disability, sexual orientation, gender identity, protected veteran status, or any other characteristic protected by national laws under which the Company operates.Potential candidates should be aware that many of the employment roles at Gooch & Housego are subject to government security and export control restrictions. These restrictions mean that factors such as your nationality, any nationalities that you may have previously held and your place of birth, could restrict the roles you are eligible to perform within the organisation.All UK applicants must, as a minimum, be able to successfully complete security vetting to the UK government’s Baseline Personnel Security Standard, which includes a criminal record check being performed. Many roles may also require higher levels of security vetting to be completed, where applicants must typically have been continuously resident within the UK for the past five to ten years.