Customer Service Manager

We are seeking an experienced and dedicated Customer Care Manager to lead our customer service operations within the kitchen or new build sector. You will be responsible for ensuring a first-class experience for all customers, ensuring any snagging issues are resolved in a timely manner. The ideal candidate will be proactive, solutions-focused, and able to drive high standards of service across all touchpoints.

• Up to £36,000
• Quarterly Bonus
• Company Car
• Remote working

Key Responsibilities:

• Manage the end-to-end customer care process from post-sale through to resolution of any issues.
• Liaise with internal departments (design, installation, and aftersales) to ensure timely resolution of customer concerns.
• Track, report, and analyse customer service metrics to identify areas for improvement.
• Maintain strong relationships with developers, contractors, and end users to support a positive brand reputation.
• Ensure all customer complaints are handled professionally and in accordance with company policies.
• Manage escalated cases and complex customer issues with empathy and efficiency.

Requirements:

• Proven experience in a customer service management role, ideally within the kitchen, home improvement, or new build sector.
• Strong communication and interpersonal skills.
• Excellent problem-solving and organisational abilities.
• Ability to work under pressure and manage multiple priorities.
• Proficient in CRM systems and Microsoft Office.
• A strong customer-first mindset with an eye for detail and quality.

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