At Howden Work Surfaces, we are proud of the experience we create for our customers and the culture we build within our teams. We are now looking for a Customer Service & Planning Manager who will play a key role in shaping both.
This is a leadership role where people come first. You will lead a large, diverse team, creating an environment where individuals feel supported, developed, and empowered to deliver their best work. At the same time, you will influence how we show up for our customers every day, ensuring every interaction reflects the quality and care we are known for.
Location: Normanton, West Yorkshire (minimum 4 days a week in the office)
Contract: Full-time, permanent
Reporting to: Head of Customer Service & Planning
Why join Howdens as a Customer Service & Planning Manager
- Lead and inspire a large team, creating a positive and inclusive culture where people feel engaged, valued, and motivated.
- Support and develop your leaders, helping them build strong teams and grow their capability and confidence.
- Shape the way the team works day to day, setting clear expectations while encouraging accountability, collaboration, and pride in delivery.
- Keep the customer at the heart of every decision, delivering a consistent, high‑quality experience from order through to installation.
- Listen to colleagues and customers, using feedback to drive improvements and make the service simpler and more effective.
- Build strong relationships across the business, bringing teams together to solve problems and improve outcomes.
- Create an environment where people feel confident to share ideas, take ownership, and continuously improve ways of working.
- This role is ideal for someone who enjoys developing others, leading through change, and creating a culture where people and performance thrive together.
What you will be doing
- Lead the Customer Service and Planning function, ensuring teams feel supported, and customers receive a consistently high standard of service.
- Develop and coach your leadership team, helping them build engaged, high‑performing teams of their own.
- Take ownership of the customer journey, ensuring it is smooth, responsive, and aligned across all touchpoints.
- Work closely with depots, builders, and internal teams, acting as a trusted point of contact and supporting effective communication.
- Handle challenges and escalations in a calm and constructive way, focusing on the right outcomes for customers and colleagues.
- Use feedback and insight to identify opportunities to improve how the team operates.
- Encourage collaboration between teams, removing barriers and strengthening ways of working.
- Foster an environment where individuals feel supported, listened to, and confident in their roles.
What we are looking for
- Experience leading large teams and developing others, with a genuine passion for people and culture.
- Confident in building relationships and influencing at all levels across the business.
- Comfort leading through change, providing clarity and support to teams.
- A balanced approach to decision making, considering both business needs and the experience of colleagues and customers.
- Motivation to create a positive environment where people feel engaged, supported, and proud of the work they do.
What we can offer
- Competitive salary and bonus scheme
- Company car or car allowance
- Excellent pension scheme with company contribution up to 12%
- Free daily meal at the on‑site canteen
- 25 days holiday plus bank holidays, with the option to buy additional days
- Share save scheme
- Reward and recognition events
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