Customer Support & Operations Advisor
About Us
Keynetics is a growing technology business providing intelligent key management solutions to organisations across the UK and Europe.
Our products help customers manage access to buildings, properties and assets securely, efficiently and sustainably. We work with organisations across a wide range of sectors including property management, healthcare, banking, facilities management and security.
As a small team, everyone plays an important role in the success of the business and no two days are ever the same.
The Role
We are looking for a proactive and organised Customer Support \& Operations Advisor to join our Operations team.
This is not a traditional customer service role and it is not a call centre environment.
The role combines customer support, operational administration, stock and dispatch management, reporting, process improvement and occasional field support activities.
You will become one of the key people helping to keep the business running smoothly whilst ensuring our customers receive an excellent service.
What You'll Be Doing
Customer Support
- Supporting customers by telephone and email
- Troubleshooting issues with our products, apps and web platforms
- Guiding customers through solutions and resolving queries
- Maintaining accurate customer records and notes
- Supporting the wider team with customer communications
- Processing installation referrals and customer requests
- Supporting stock management and inventory accuracy
- Organising dispatches and shipments
- Producing reports and maintaining records
- Assisting with quotations, invoicing and operational administration
- Supporting internal compliance and business processes
- Helping identify opportunities to improve efficiency and workflows
Depending on experience and interests, there may be opportunities to:
- Support installations and site visits
- Assist field engineers and installers
- Attend customer training sessions
- Support maintenance and troubleshooting activities
You'll thrive in this role if you:
- Enjoy variety and dislike doing the same thing all day
- Like solving problems and improving processes
- Take ownership of tasks and see them through
- Are comfortable learning new systems and technology
- Enjoy helping customers and colleagues
- Like working in a small team where your contribution genuinely matters
- Want to be part of a growing business with opportunities to develop
Essential
- Strong customer service experience
- Previous administration, office support or coordination experience
- Good IT and computer skills
- Strong communication skills
- Excellent organisational skills and attention to detail
- Comfortable with using handheld tools (drills, impact drivers etc)
- Full UK driving licence
- Ability to manage multiple priorities and workloads
- Experience working in a small business environment
- Experience using CRM, stock or operational systems
- Technical support or troubleshooting experience
- Experience coordinating projects, installations, jobs or logistics
- Experience managing or improving administrative processes
- Company pension
- Free on\-site parking
- Full product and systems training
- A supportive and friendly team environment
- A varied role with genuine responsibility
- Opportunities to develop new skills across multiple areas of the business
- Potential future progression into wider operational and office management responsibilities
- Based full\-time in our Malvern office
- Monday to Friday, 9:00am to 5:30pm
- Occasional UK travel may be required
- DBS check may be required for certain customer contracts
Please submit your CV together with a short covering note explaining why you are interested in joining Keynetics.
Pay: £25,000\.00 per year
Benefits:
- Company pension
- Free parking
- On\-site parking
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