Customer Service Manager

Location Wembley
Discipline: Support Centre
Salary: £Upto £35,000
Job ref: 026794

We are regarded as the trusted decorating and DIY retail brand in London, selling paint, tools, plumbing, electrical & woodwork materials throughout our 30 stores. As part of the Grafton Group we have the stability and support of a leader in the field of Building Materials & DIY Retail.


Exceptional customer service continues to be the most important pillar to our ongoing success and growth. The Customer Service Manager is a newly created role to setup a centralised Customer Service operation while creating a strategy to support our Business Development team with maintaining key relationships and reach potential new customers.


With 1 direct report initially the business is looking forward to supporting the setup of this key department.


  • Manage customer telephone calls and emails, logging and managing queries, complaints, compliments and everything in between!

  • Take ownership of customer queries from web orders

  • Support the Business Development Team to research new customer opportunities and customer contact information

  • Support Business Development Team on maintaining relationship & communication with Key Account Customers

  • Monitor, review and respond to customer feedback on social media and other review platforms

  • Work with the Credit Control team in resolving Account Customer queries

  • Provide monthly report to Board on customer service feedback and ratings


What Skills & Experience will you need to have?


  • Previous experience as a Customer Service Manager in a fast paced, multi channel contact environment

  • Lots of initiative to create and implement a framework and strategy, and always looking to evolve and improve systems and processes

  • Happy to be hands on with customer queries

  • Ability to influence stakeholders and build great relationships


How will we reward you?


We have an excellent benefits package on offer:

  • Annual bonus opportunity of upto 7.5%

  • 30 days holiday a year, increasing with service

  • Up to 20% discount in Leyland SDM, plus discount across other Grafton Group brands

  • Pension with competitive contributions

  • Health Cashplan – claim money back on everyday healthcare needs and treatments (Dental, physio, prescriptions to name a few)

  • Share saving scheme into our parent company, the Grafton Group

  • Company sick pay

  • Life assurance

  • Cycle2work scheme coming soon

  • 100’s of retail discounts available through our flexible benefits portal