Customer Service Manager

Location Wembley
Discipline: Support Centre
Salary: Up to £35,000
Job ref: 031731
Startdate: ASAP

We are regarded as the trusted decorating and DIY retail brand in London, selling paint, tools, plumbing, electrical and woodwork materials throughout our 32 stores. As part of the Grafton Group we have the stability and support of a leader in the field of Building Materials and 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 one direct report initially, the business is looking forward to supporting the setup of this key department.


As the Customer Service Manager you will:


  • 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 and 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 and Experience will you need to have?


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


As well as a competitive salary of up to £35,000, we have an excellent benefits package on offer:


  • Annual bonus opportunity

  • 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