Customer Support and Data Specialist

Hawkstone Design Ltd is a UK‑based software company located in Gloucestershire, specialising in innovative software solutions for the ophthalmic lens industry. With a strong focus on precision, reliability, and continuous improvement, we are committed to delivering high‑quality products tailored to the specific needs of our clients.

We value excellence, collaboration, and a customer focused approach in everything we do.

Role Description: Customer Support and Data Specialist

This is a full‑time, on‑site position based in Gloucester. As a Customer Support and Data Specialist, you will play a key role in supporting our customers and ensuring they receive an exceptional experience.

Your responsibilities will include:

• Providing high‑quality customer support and technical assistance
• Responding to and resolving customer queries efficiently
• Analysing data, maintaining accurate records, and identifying opportunities for operational improvement
• Working closely with internal teams to enhance customer experience and service delivery
• Contributing to a positive, collaborative working environment

This role is ideal for someone who enjoys problem‑solving, communicating with customers, and working with data to drive improvements.

Qualifications & Skills:

• Strong background in customer support with a focus on delivering excellent customer satisfaction
• Confident interpersonal skills and the ability to build positive relationships with customers and colleagues
• Experience providing technical support and resolving customer queries effectively
• Strong analytical skills, with the ability to interpret data, identify trends, and develop actionable insights
• Excellent communication and problem‑solving abilities
• Proficiency with software tools commonly used in customer support environments
• Experience in customer support, technical services, or a related field
• Proficient with Microsoft Office and Google Workspace
• Experience working with databases (beneficial but not essential)
• Knowledge of the optical industry is an advantage
• Full training will be provided
• This role may suit an Optical Advisor or someone with similar experience
• Work on own initiative or as part of a team
• Adaptable and Flexible approach will be key