Customer Service Manager

• LocationAndover (Head Office)
• HoursMon-Fri, 7:30am – 5:30pm

Responsibilities

• Customer Service
• Foster a customer experience that delivers the “WOW” factor, collaborating with Operations and Marketing to achieve this goal.
• Ensure all customer enquiries receive timely and accurate responses within agreed service levels.
• Provide the highest level of customer care in every interaction and transaction.
• Ensure the Customer Service department operates in accordance with ISO procedures.
• Oversee the accuracy of sales orders, optimizing gross profit where possible.
• Monitor and ensure incoming calls are answered within agreed timeframes.
• Handle and process verbal orders, quotation enquiries, and basic quotes, directing larger requests to the Quoting Team.
• Manage and resolve customer complaints effectively, maintaining customer satisfaction and protecting Strukta’s reputation.
• Maintain accurate customer records in the CRM system for all interactions and service-related transactions.
• Provide delivery information to customers in collaboration with the Operations team.
• Manage returns, offering pricing or discounts where necessary to reduce returns and liaising with Operations.
• Address customer stock-related issues by working with the Purchasing Manager.
• Handle basic accounts queries and escalate complex issues to the Finance Manager.
• Conduct daily Customer Service huddles (in-person or via Teams) to set focus and objectives for the team.
• Encourage team members to promote special offers and upselling opportunities.
• Ensure the team receives proper induction, ongoing training, and product knowledge updates to maintain high performance levels.
• Take ownership of personal professional development through the Performance Management System.
• Prepare and deliver Customer Service performance reports.

Staff Management

• Maintain accurate attendance records for the Customer Service team.
• Provide coaching, support, and performance feedback to ensure team effectiveness and motivation.
• Lead the professional development of the Customer Service team, including training and career progression.
• Regularly review department policies and procedures to promote continuous improvement.
• Collaborate with HR on recruitment, training, and disciplinary matters within the Customer Service team.

Key Skills and Attributes

Customer Service Excellence:

• Extensive knowledge of the UK construction industry.
• Advanced understanding of effective sales techniques and strategies.
• Ability to identify opportunities to upsell and promote special offers effectively.
• Experience in driving customer retention and increasing average invoice values.

Leadership and Team Management:

• Proven ability to lead and manage teams, with a track record of motivating and developing staff.
• Strong people management skills, including coaching, training, and performance management.
• Excellent conflict resolution and negotiation skills.
• Logical and pragmatic approach to resolving customer complaints and issues.
• Ability to implement continuous improvement initiatives for team processes and policies.