Customer Service Manager

Lily Lifestyle; Dunfermline; On-site; GBP 60,000 - GBP 80,000; Full time

Job summary

A leading home improvement company in Dunfermline is recruiting an experienced Customer Service Manager to lead their customer service team. The successful candidate will handle service queries, organize installations, liaise with stakeholders, and manage logistics. Candidates should have a strong background in customer service and be capable of working in a fast-paced environment. This position offers excellent benefits, including a competitive salary, company pension, and 31 days of holiday.

Benefits

Excellent salary

Solid company pension

31 days holiday per year

Discounted employee products

Free parking

On-site bistro

Qualifications

• Experience in customer service management in a dynamic environment.
• Ideal candidates should have experience in B2B and B2C customer service.
• Strong ability to handle multiple requests and jobs simultaneously.

Responsibilities

• Manage all customer service queries as the first point of contact.
• Organize and communicate the installation process.
• Liaise with stakeholders to address customer issues promptly.
• Manage logistics and planning to optimize efficiency.
• Keep clients and customers updated on daily requests.

Skills

Customer service

Key account management

Internal sales

Complaint resolution

Logistics and planning

Education

HNC/HND or degree

Job description

CUSTOMER SERVICE MANAGER

BASED DUNFERMLINE, FIFE, PERMANENT JOB / ONSITE

EXCELLENT SALARY AND BENEFITS PACKAGE

Headquartered in Dunfermline and with multiple locations throughout Scotland, GRW Talent s client is amongst the UK s largest home improvement companies with a highly recognisable and established brand that is synonymous with quality. Due to continuous sales growth in both their domestic and commercial customer bases, they now need to make the key hire of a Customer Service Manager.

Rated excellent on Trust Pilot with over 5000 reviews and voted best company in the UK in their sector by consumer champion (url removed), the customer experience and service is at the heart of everything they do.

As they continue to be the very best in the market, and to support a major growth strategy, the Customer Service Manager joins an established team and forward thinking department. You will help lead, drive and manage the internal team and externally be a customer success champion. Key responsibilities include:

• Being the first point of contact for handling and co-ordinating all customer service queries.
• Organising and communicating all aspects of the installation process.
• Liaising with all relevant stakeholders to ensure a prompt response to any issues arising from customers, suppliers, or tradespeople.
• Extensive management of logistics and planning to optimise business efficiency, including achieving key targets set by the operational management team.
• Managing the daily requests of the businesses clients and keeping them and the customers updated.

Ideally educated to HNC/HND (degree preferred) calibre, you are an experienced Customer Service Manager. This will suit candidates with a background in internal sales, key account management, customer service, customer success and onboarding. We are open to candidates from a range of backgrounds. We would be especially keen to hear from anyone working in customer service in busy construction, utilities, manufacturing, commercial / trades retail or engineering businesses. Experience of both B2B and B2C customer service, and resolving complaints would be advantageous. The ability to handle multiple customers and jobs at any one time in a fast paced environment is crucial.

This is a unique opportunity to join one of Scotland s leading brands, offering fantastic career opportunities and the autonomy to make a real difference within an organisation already committed to growth, service excellence and uncompromising safety standards. Candidates can expect excellent job security, ongoing training and career development. Your excellent base salary is supplemented by a solid company pension, 31 days holiday per year, discounted employee products scheme and working in a modern open plan office with an on-site bistro and free parking.

To apply to this role please contact our recruitment partner Katie Hydes at GRW Talent.