Customer Service After Sales Advisor

Strongdor Ltd; Morecambe; On-site; GBP 28,000 - 30,000; Full time

Benefits offered by this job

Discretionary bonus (quarterly)

Health Cash Plan

Holiday purchase scheme

Long service holiday accrual

Pension plan

Job summary

Strongdor Ltd in Morecambe is hiring a Customer Service After Sales Advisor to manage post‑purchase issues. You will handle after‑sales complaints, liaise with Sales, Production and Logistics, and determine appropriate resolutions, including repairs or replacements, while maintaining clear records.

We seek candidates with 2+ years in after‑sales or customer support, capable of reading technical drawings, and comfortable in a fast paced manufacturing setting.

Qualifications

• 2 years in after-sales, complaints, or customer support.
• Experience in manufacturing, engineering, or building products.
• Able to read technical drawings or specifications.

Responsibilities

• Manage after-sales complaints from initial contact through to resolution.
• Act as primary contact for customers about steel doors, frames, finishes, or hardware.
• Acknowledge complaints and manage investigation timescales.
• Maintain records of actions, correspondence, and decisions.
• Coordinate site visits and determine suitable resolutions (repair, remanufacture, parts).
• De-escalate situations while protecting company position.
• Explain technical findings to customers in non-technical terms.

Skills

After-sales experience

Customer service

Technical drawings

Education

GCSE

Job description

Employment Type

Full Time

Application Start Date

12-08-2026

Application End Date

12-09-2026

Location

State/County

Lancashire

Country

United Kingdom

Work Style

On-site

Manufacturing other marine MFG and services

Category

Position

Technical customer service

Experience

2 years

Education

GCSE

Description

Customer Service After Sales Advisor

Location: Strongdor Factory, Morecambe

Salary: 28k – 30k per annum + quarterly discretionary bonus scheme and other great benefits.

Full time, Office based

Who is Strongdor?

Strongdor is a forward‑thinking leader in steel door manufacturing. Known for our premium quality products and outstanding customer service, we’re proud to be a trusted name within the industry.

As our business continues to grow at pace, we’re excited to expand our team and welcome a Customer Service After Sales Advisor who is eager to contribute to our success. If you enjoy working in a fast‑paced, supportive environment where quality and innovation matter, Strongdor could be the place for you.

Overview:

This role focuses on the management and resolution of after‑sales complaints, particularly those involving technical issues, warranty queries, and product performance. You will work closely with internal teams including Sales, Production and Logistics to investigate issues, identify root cause, and deliver clear and commercially sound outcomes.

This role suited to someone who is comfortable handling challenging conversations, understands technical products, and can balance customer satisfaction with company policy.

Key Responsibilities:

• Manage after‑sales complaints from initial contact through to resolution and closure.
• Act as the primary point of contact for customers raising concerns about steel doors, frames, finishes, or hardware.
• Acknowledge complaints promptly and manage expectations regarding investigation timescales.
• Maintain clear and accurate records of all actions, correspondence, and decisions.
• Liaise with internal departments to determine root cause.
• Coordinate site visits where required.
• Assess warranty claims in line with company policies and terms & conditions.
• Determine suitable resolutions, including repair, remanufacture, parts replacement, or goodwill gestures.
• Clearly communicate warranty limitations, exclusions, and customer responsibilities, including installation and maintenance.
• Coordinate approved remedial works with internal teams.
• Handle difficult conversations with confidence, empathy, and professionalism.
• Explain technical findings clearly to customers in a non‑technical way where appropriate.
• De‑escalate situations while protecting the company’s commercial and contractual position.
• Identify recurring issues and feedback trends to quality and production teams.
• Support improvements in specifications, customer guidance, and internal processes to reduce future complaints.

What we’re looking for:

Proven experience in an after‑sales, complaints, or customer support role.

Confidence dealing with dissatisfied customers and sensitive situations.

Experience working in a manufacturing, engineering, construction, or building products environment.

Ability to read technical drawings or specifications.

Hours of work:

Monday: 7:30am – 4:30pm

Tuesday: 7:30am – 4:30pm

Thursday: 7:30am – 4:30pm

Friday: 7:00am – 2:45pm

Why Join Us?

• Discretionary bonus scheme paid quarterly.
• Health Cash Plan
• Annual leave purchase scheme – Purchase up to 5 extra holiday days per year
• Increased holiday days with length of service
• Enhanced Maternity and Paternity pay with length of service
• A birthday ‘spin the wheel’ with gifts up to £100 in value
• Opportunity for career development
• Cycle to work scheme
• Auto enrolment pension scheme (potential for Additional Voluntary Contributions (AVC) via salary sacrifice)
• Access to a company funded Employee Assistance Programme
• Real Living Wage Accredited
• Great team culture with frequent staff events and company lunches
• Secure on-site parking
• Branded workwear allocation each year

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1. WHAT IS THE PURPOSE OF THIS DOCUMENT?

Strongdor Limited is a “data controller”. This means that we are responsible for deciding how we hold and use personal information about you. You are being sent a copy of this privacy notice because you are applying for work with us (whether as an employee, worker or contractor). It makes you aware of how and why your personal data will be used, namely for the purposes of the recruitment exercise, and how long it will usually be retained for. It provides you with certain information that must be provided under the General Data Protection Regulation (GDPR).

2. DATA PROTECTION PRINCIPLES

We will comply with data protection law and principles, which means that your data will be:

Used lawfully, fairly and in a transparent way.

Collected only for valid purposes that we have clearly explained to you and not used in any way that is incompatible with those purposes.

Relevant to the purposes we have told you about and limited only to those purposes.

Accurate and kept up to date.

Kept only as long as necessary for the purposes we have told you about.

3. THE KIND OF INFORMATION WE HOLD ABOUT YOU

In connection with your application for work with us, we will collect, store, and use the following categories of personal information about you:

The information you have provided to us in your curriculum vitae and covering letter.

The information you have provided on our application form, including name, title, address, telephone number, personal email address, date of birth, gender, employment history, qualifications.

Any information you provide to us during an interview.

Where interviews are conducted via Microsoft Teams or similar platforms, we may record video and/or audio of the interview. These recordings will be stored and used as part of the recruitment and assessment process.

We may also collect, store and use the following “special categories” of more sensitive personal information:

Information about your race or ethnicity, religious beliefs, sexual orientation and political opinions.

Information about your health, including any medical condition, health and sickness records.

Information about criminal convictions and offences.

4. HOW IS YOUR PERSONAL INFORMATION COLLECTED?

We may collect personal information about candidates from the following sources:

You, the candidate.

Recruitment agencies.

Background check providers.

Credit reference agencies.

Disclosure and Barring Service in respect of criminal convictions.

5. HOW WE WILL USE INFORMATION ABOUT YOU

We will use the personal information we collect about you to:

Assess your skills, qualifications, and suitability for the role.

Carry out background and reference checks, where applicable.

Communicate with you about the recruitment process.

Keep records related to our hiring processes.

Comply with legal or regulatory requirements.

Review and assess recorded video or audio interviews as part of the recruitment and selection process and to maintain recruitment records.

It is in our legitimate interests to decide whether to appoint you to the role for which you have applied since it would be beneficial to our business to appoint someone to that role.

We also need to process your personal information to decide whether to enter into a contract with you.

Where interviews are recorded, this will be for our legitimate business interests in ensuring a fair and consistent recruitment process and maintaining appropriate recruitment records. Recordings will only be accessed by those involved in the recruitment process and retained in accordance with our data retention policy.

Having received your CV and/or covering letterand/oryour application form, we will then process that information to decide whether you meet the basic requirements to be shortlisted for the role. If you do, we will decide whether your application is strong enough to invite you for an interview. If we decide to call you for an interview, we will use the information you provide to us at the interview to decide whether to offer you the role. If we decide to offer you the role, we may then take up referencesand/orcarry out a criminal record checks before confirming your appointment.

If you fail to provide personal information

If you fail to provide information when requested, which is necessary for us to consider your application (such as evidence of qualifications or work history), we will not be able to process your application successfully. For example, if we require a credit check or references for this role and you fail to provide us with relevant details, we will not be able to take your application further.

6. HOW WE USE PARTICULARLY SENSITIVE PERSONAL INFORMATION

We will use your particularly sensitive personal information in the following ways:

We will use information about your disability status to consider whether we need to provide appropriate adjustments during the recruitment process, for example whether adjustments need to be made during an interview.

We will use information about your race or national or ethnic origin, religious, philosophical or moral beliefs, or your sexual life or sexual orientation, to ensure meaningful equal opportunity monitoring and reporting.

7. INFORMATION ABOUT CRIMINAL CONVICTIONS

We envisage that we will process information about criminal convictions.

In some circumstances we may collect information about your criminal convictions history if we would like to offer you the work role (conditional on checks and any other conditions, such as references, being satisfactory). We may be entitled to carry out a criminal record check in order to satisfy ourselves that there is nothing in your criminal convictions history which makes you unsuitable for the role. Should the role require a high degree of trust and integrity for example, since it involves dealing with large amounts of money and so, in those circumstances we would like to ask you to seek a basic disclosure of your criminal records history.

We have in place an appropriate policy document and safeguards which we are required by law to maintain when processing such data.

8. AUTOMATED DECISION-MAKING

You will not be subject to decisions that will have a significant impact on you based solely on automated decision-making.

9. DATA SHARING

Why might you share my personal information with third parties?

We will only share your personal information with the following third parties for the purposes of processing your application: other entities in the group, appointed payroll agents, pension providers and HR system providers, currently being SGW Payroll, NEST Pensions and the HR information system respectively. All our third-party service providers and other entities in the group are required to take appropriate security measures to protect your personal information in line with our policies. We do not allow our third-party service providers to use your personal data for their own purposes. We only permit them to process your personal data for specified purposes and in accordance with our instructions.

10. DATA SECURITY

We have put in place appropriate security measures to prevent your personal information from being accidentally lost, used or accessed in an unauthorised way, altered or disclosed. In addition, we limit access to your personal information to those employees, agents, contractors and other third parties who have a business need-to-know. They will only process your personal information on our instructions and they are subject to a duty of confidentiality.

We have put in place procedures to deal with any suspected data security breach and will notify you and any applicable regulator of a suspected breach where we are legally required to do so.

11. DATA RETENTION

How long will you use my information for?

We will retain your personal information for a period of 6 months after we have communicated to you our decision about whether to appoint you to the role. We retain your personal information for that period so that we can show, in the event of a legal claim, that we have not discriminated against candidates on prohibited grounds and that we have conducted the recruitment exercise in a fair and transparent way. After this period, we will securely destroy your personal information in accordance with applicable laws and regulations unless you have been successful in securing your post, in which case we will retain the documents for as long as is necessary. This retention period also applies to any video or audio recordings made during the interview process.

If we wish to retain your personal information on file, on the basis that a further opportunity may arise in future and we may wish to consider you for that, we will write to you separately, seeking your explicit consent to retain your personal information for a fixed period on that basis.

12. RIGHTS OF ACCESS, CORRECTION, ERASURE, AND RESTRICTION

Your rights in connection with personal information

Under certain circumstances, by law you have the right to:

Request access to your personal information (commonly known as a “data subject access request”). This enables you to receive a copy of the personal information we hold about you and to check that we are lawfully processing it.

Request correction of the personal information that we hold about you. This enables you to have any incomplete or inaccurate information we hold about your information improved.

Request erasure of your personal information. This enables you to ask us to delete or remove your personal information where there is no good reason for us continuing to process it. You also have the right to ask us to delete or remove your personal information where you have exercised your right to object to processing (see below).

Object to processing of your personal information where we are relying on a legitimate interest (or those of a third party) and there is something about your situation which makes you want to object to processing on this ground. You also have the right to object where we are processing your personal information for direct marketing purposes.

Request the restriction of processing of your personal information. This enables you to ask us to suspend the processing of personal information about you, for example if you want us to establish its accuracy or the reason for processing it.

Request the transfer of your personal information to another party.

If you want to review, verify, correct or request erasure of your personal information, object to the processing of your personal data, or request that we transfer a copy of your personal information to another party, please contact the HR Manager in writing.

13. RIGHT TO WITHDRAW CONSENT

You have the right to withdraw your consent for processing of your personal data at any time. To withdraw your consent, please contact the HR Manager. Once we have received notification that you have withdrawn your consent, we will no longer process your application and, subject to our retention policy, we will dispose of your personal data securely.

14. QUESTIONS & WHO TO CONTACT

If you have any questions about this privacy notice or how we handle your personal information, please contact the HR Manager. You have the right to make a complaint at any time to the Information Commissioner’s Office (ICO), the UK supervisory authority for data protection issues.