Customer Aftercare Specialist

Saint Gobain; East Midlands; On-site; GBP 25,000 - 32,000; Full time

Job summary

Saint-Gobain's Okarno business unit is seeking a Customer Aftercare Specialist to join the Customer Experience team in Ruddington. You will manage customer complaints from initial enquiry through to final resolution, keep customers informed at every step, and coordinate with Operations, Sales, and Technical teams to drive timely fixes.

This role rewards proactive problem solving, relationship building, and meticulous record keeping, with office-based hours Monday to Friday 9am–5pm.

Qualifications

• Experience in customer service, customer experience, aftercare or complaints handling.
• Strong communication and relationship-building abilities.
• Calm, solution-focused mindset with ownership of issues to resolution.

Responsibilities

• Managing customer complaints from initial enquiry through to resolution, ensuring customers are updated every step of the way.
• Investigating service, quality and delivery-related issues while working closely with colleagues across Operations, Sales, Customer Service and Technical teams.
• Maintaining accurate records within our complaints management systems and ensuring issues are resolved in a timely manner.
• Identifying recurring trends, sharing insights with the wider business and supporting continuous improvement initiatives.
• Supporting monthly reporting and customer review meetings, helping us understand performance and improve customer satisfaction.

Skills

Previous experience in customer care

Job description

Customer Aftercare Specialist Monday - Friday 9am - 5pm Office based in Ruddington

At Okarno, we're looking for a Customer Aftercare Specialist to join our Customer Experience team and help make sure our customers receive the support they need when things don't quite go to plan. Whether it's a damaged delivery, a product quality concern, or a service issue, you'll be there to investigate, keep customers informed, and drive things through to a positive resolution.

This is a great opportunity for someone who genuinely enjoys helping people, solving problems and building relationships. You'll work closely with wide range of teams across the business, including Customer Service, Sales, Operations and Technical, giving you plenty of variety and the chance to make a real impact every day. This role has become available following an internal promotion, which is always something we're proud of. You'll receive support and training during the handover period and join a team that genuinely values collaboration, continuous improvement and putting customers first.

What we're looking for:

• Previous experience in customer service, customer experience, aftercare or complaints handling.
• Someone who enjoys finding solutions, stays calm under pressure and takes ownership of issues through to resolution.
• A confident communicator who enjoys building relationships and working with a variety of people across the business.
• Strong organisational skills, with the ability to manage multiple priorities and keep accurate records.
• A proactive and customer-focused approach, always looking for ways to improve the customer experience.

What you'll be doing:

• Managing customer complaints from initial enquiry through to resolution, ensuring customers are updated every step of the way.
• Investigating service, quality and delivery-related issues while working closely with colleagues across Operations, Sales, Customer Service and Technical teams.
• Maintaining accurate records within our complaints management systems and ensuring issues are resolved in a timely manner.
• Identifying recurring trends, sharing insights with the wider business and supporting continuous improvement initiatives.
• Supporting monthly reporting and customer review meetings, helping us understand performance and improve customer satisfaction.

Are Okarno and Saint-Gobain inclusive employers?

Saint-Gobain is a worldwide leader in light and sustainable construction, following our purpose of 'Making the World a Better Home'. We understand that diverse teams make better decisions, create better ideas and build stronger businesses. Whoever you are, you can expect a warm welcome with us.

And what about flexibility?

At Saint-Gobain, we're always open to conversations about flexibility. Whilst this role is fully office-based due to the collaborative nature of the work and investigations involved, we'll always listen to individual circumstances and discuss what may be possible.

If you're someone who loves solving problems, enjoys helping customers and takes pride in seeing things through to a successful outcome, we'd love to hear from you.