Customer Service Manager – Nicholson Plastics Location: Lanark / Home-based Reports to: Head of Sales and Customer Relations
Nicholson Plastics is a market leader in the manufacture and supply of Water Tank solutions. We are continually expanding our operations in Lanark and Croydon, attracting a diverse range of skill sets in our employees. The company has over 50 years’ experience in the Water Storage market in the UK market. The company also offers full end to end project management service, supporting the design, manufacture and installation of solutions for the water storage industry. Our company culture is based on heritage where our success is attributed to the people who work for us. We have adopted a number of core values which underpin everything we do; One Team, Resourceful, Integrity, Customer Centric, Embrace Change, Leader. The Role This position would suit a candidate with previous customer service management experience, preferably with knowledge of the construction industry, however, this is not essential. You will be confident in leading a team of 4 people and provide a customer focused response when dealing with customers over the phone and via email. The role is based from our site in Lanark, however, hybrid working is an option. You will be the key point of contact between customers and Company. You will be responsible for project managing orders from start to finish and communicating with customers on the status of their orders, obtaining answers to technical queries and managing complaints. This is an excellent opportunity to join a people focused business who offer ongoing support and development to their employees. The Role: • Delivering excellent customer service to all customers. • People management of the Customer Services Team including planning and monitoring the work flow within the department and team member’s appraisals. • Using data analysis to provide weekly and monthly reports to the management team. • Support, encourage and develop the team to assist them in achieving excellent customer service. • Acting as the customer contact for all escalated enquiries and complaints resolving any onsite difficulties including delivery and technical queries. • Collaboration with other departments to ensure successful cross functional working. • Ensure that working processes undertaken are compliant to the Company HSEQ and Quality Management procedures. • Provide cover within and across departments as required. • Formulating and documenting working practices and procedures.
• Proactive role in continuous business developments and improvements including IFS implementation. • Collating and logging customer complaints and then looking into trends in conjunction with the business improvement plan. • Any other duties as required by the business.
Experience and Qualifications: • Experience of Customer Service Management; • Knowledge of the construction industry is desirable; • Confident with project management; • Ability to prioritise and organise workload; • Excellent IT skills, with experience of reporting; • Experience of data analysis; • Ability to make recommendations and improvements to procedures/working practices. • Strong team working skills with ability to work on own when required. Personal Attributes • Fast paced and ability to react quickly; • Confident and focused under pressure; • Customer focused; • Strong listening skills; • Organised and efficient; • Excellent attention to detail; • Pro-active in approach; • Excellent communication and written skills
Benefits and working hours • Monday – Friday • Competitive salary • On site parking • Bonus subject to KPI’s • Pension • Access to Employee Assistant Programme
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