We are seeking a proactive and detail-oriented Client Services & Operations Assistant to play a key role in both our customer engagement and internal operations. This is a dynamic position that bridges client-facing care with hands-on operational assistance to the team.

You’ll be the first point of contact for new and existing client enquiries, responsible for nurturing leads and supporting their journey through development, costing, and scale-up, as well as the receival of feedback and complaints. Additionally, you'll assist with internal job processing, customer sales orders, and serve as the conduit of critical product knowledge between departments — particularly from development through to manufacturing.

Key Responsibilities

Client Services & Lead Handling

Respond to new and existing client enquiries via phone, email, and web in a timely, professional, and warm manner.

Service new customer leads, guiding them from initial enquiry through to product development, cost estimation, sales quoting, and production scale-up. Manage customer queries and feedback effectively, escalating issues where required.

Maintain strong, ongoing relationships with current clients through attentive service and follow-ups.

Support accurate documentation of customer interactions, briefs, and updates in relevant system documents, with constant, consistent communication within the team as updates arise.

Assist in preparing product and job quotations for clients (training provided).

Work closely with sales and development teams to ensure all cost and scope information is reflected accurately in quotes.

Cross-Functional Operations Support

Act as a liaison between product development and the production floor, ensuring the seamless transfer of product knowledge and client-specific requirements.

Serve as the custodian of essential product knowledge, ensuring critical information is accurately communicated from R&D and client needs to the manufacturing team.

Be physically present during key stages of production as required, to clarify product specifications and ensure alignment with client expectations.

Create and manage sales orders using the ERP system, ensuring accuracy and completeness.

Assist in updating and uploading forecasted demand from customers into the ERP system.

In addition to the above, provide general support to operations and job flow as required, including administrative duties and back-end assistance with the ERP system.

Collaborate with cross-functional teams to ensure client satisfaction and internal efficiency.

Skills & Attributes

Excellent verbal and written communication skills with a client-focused, empathetic approach.

Highly detail-oriented, with strong organisational and follow-up abilities.

Comfortable managing multiple tasks across client support, quoting, and administrative systems.

Tech-savvy and confident in learning and using ERP, CRM, and office software (Excel, Outlook, etc.).

A team player who thrives in a collaborative environment and is comfortable liaising with staff across production, sales, and development teams.

Professional, punctual, and reliable — especially when supporting production floor needs.

Qualifications & Experience

Previous experience in customer service, sales support.

Experience with ERP systems or quoting tools is an advantage, but not required (training provided).

Strong interpersonal skills and ability to work in a fast-paced, product-focused environment.

Must have full working rights, sponsorship will not be offered for this role.

Proximity to site will be heavily considered, its advantageous to reside no more than 30 minutes from Cromer.