Customer Service Manager

Recco; Colchester; On-site; GBP 35,000 - 50,000; Full time

Job summary

A leading manufacturer of windows and doors in Colchester is seeking a Customer Service Manager to ensure exceptional customer service delivery throughout the customer journey. You will lead a high-performing service team, develop policies to enhance satisfaction, and resolve complex customer issues. The ideal candidate has 3-5 years of leadership experience, strong communication skills, and knowledge of the construction industry. The role promises professional growth in a dynamic environment.

Qualifications

• 3-5 years of experience in a customer service leadership role.
• Track record of managing a customer-facing team.
• Exceptional verbal and written communication skills.

Responsibilities

• Lead and motivate the Customer Service and Aftercare team.
• Develop customer service policies and monitor customer feedback.
• Oversee management of aftercare and warranty processes.

Skills

Team Leadership

Customer Relationship Management (CRM)

Communication Skills

Organizational Skills

Problem-solving

Tools

Microsoft Office Suite

CRM Software

Job description

Overview

Our client is a leading manufacturer, supplier, and installer of premium aluminium and uPVC windows, doors (including bifolds, sliding doors, and residential doors), and glazed extensions for both residential and commercial sectors across London and the South East. With a focus on high-quality products, professional installation, and outstanding customer satisfaction, we are committed to providing a seamless experience from initial consultation through to aftercare.

Role Overview

The Customer Service Manager will be a critical leadership role responsible for ensuring the delivery of exceptional customer service across all stages of the customer journey, from pre-sale inquiries and order management through to installation and aftercare/warranty claims. This role requires a dynamic and experienced professional with a passion for driving customer loyalty, resolving complex issues, and leading a high-performing service team in the glazing or construction industry.

Key Responsibilities

• Team Leadership and Management:
  • Lead, mentor, and motivate the Customer Service and Aftercare team, setting clear performance goals and conducting regular appraisals.
  • Develop and deliver comprehensive training programs on product knowledge, system processes, and best-practice customer communication.
  • Manage team scheduling, workflow, and resource allocation to ensure prompt and efficient service delivery.
• Customer Experience Strategy:
  • Develop and implement customer service policies, standards, and procedures to enhance the overall customer experience and drive satisfaction.
  • Monitor and analyse customer feedback (e.g., surveys, reviews, complaints) to identify trends and opportunities for continuous service improvement.
  • Act as a point of escalation for complex and high-priority customer complaints, ensuring swift, fair, and effective resolution.
  • Maintain a deep understanding of Chigwell Window Centre's extensive product range (aluminium/uPVC windows, bifold doors, etc.), installation processes, and 10-year guarantee to accurately support the team.
• Operational Excellence:
  • Oversee the efficient management of the aftercare and warranty process, coordinating with installation teams, manufacturing, and external suppliers.
  • Manage the Customer Relationship Management (CRM) system to ensure all customer interactions, issues, and resolutions are accurately logged and tracked.
  • Develop and report on key customer service metrics (e.g., response time, resolution rate, customer satisfaction scores) to senior management.
  • Collaborate cross-functionally with Sales, Manufacturing, and Installation teams to improve processes that impact the customer experience.

Essential Skills and Experience

• Proven experience (minimum 3-5 years) in a Customer Service Manager or similar leadership role, ideally within the fenestration (windows/doors/glazing), construction, or home improvement industry.
• Demonstrable track record of successfully leading, managing, and developing a customer-facing team.
• Exceptional verbal and written communication skills, with the ability to handle difficult conversations and negotiate effective outcomes.
• Strong organizational, analytical, and problem-solving abilities.
• Proficiency with CRM software and Microsoft Office Suite.
• A strong commitment to driving high-quality service and maintaining the company's reputation.

Desirable Attributes

• Knowledge of industry regulations and accreditations such as FENSA.
• Experience with process mapping and continuous improvement methodologies.
• A proactive, hands-on leadership style with a positive attitude.

If this sounds like you, hit "Apply now" and we'll be in touch