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Through our customer relationships, diverse building product range and solutions, we enable the creation of inspirational homes, places and spaces for us all to live and work better. With eight core product categories, underpinned by expert design and technical services, we work with architects, builders, merchants and the wider construction supply chain to build the face of Britain.
We are fully committed to a net zero future and continue to invest in expertise and product development to manufacture more efficiently and sustainably. We pride ourselves on leading for new, innovative and sustainable products and solutions, both for today and for a new era of building.
To support our progress, we are currently recruiting for aCustomer Service Manager. The role will be based at our Clay site in Lodge Lane and will require travel to other sites.
Job Purpose:
- As Customer Service Manager, you will be responsible for the leadership and ongoing development of the Clay Customer Service function across the UK.
- You will be passionate about improving customer experience, listening to customers and colleagues, challenging the whole organisation to focus on the things that are most important to our customers, and championing customer satisfaction.
- This is a key role for the business, and a thoughtful, transformative approach will be essential to success.
- Working closely with the Customer Service Manager – Clay Categories, you will be tasked with the alignment of processes and procedures to support the development of the One Ibstock customer philosophy and value proposition. You will engage our people to create a customer experience that breeds customer loyalty and build the service capability into a high performing function and considering the significance of the early challenges.
- We aspire to be the most efficient service led manufacturer of building products to deal with and that has to be at the heart of all we do – therefore the role is only suitable for an individual with extensive customer service and change management expertise.
Key Accountabilities
- Promote continuous improvement through addressing customers’ needs efficiently and effectively
- To identify any gaps in the key processes and the customer journey, to work with all relevant departments to design new and innovative processes to enhance the customer experience
- Develop and maintain data points to understand service levels and the management of resources across all sales offices.
- Responsible for CS KPI’s and insight to identify opportunities for improving service and efficiency
- Production of monthly management reports and senior executive level updates
- Visiting external customers representing Ibstock at any regular service reviews
- Support Sales Office leaders in managing internal and external relations to ensure that customers are satisfied and informed
- To work closely with Sector Directors to ensure internal and external sales functions are aligned in achieving sales targets
- Leading and developing the team so that we have the right skills, capabilities and behaviours in place to deliver a great customer experience
- Undertake an end to end review of the current Customer Service value streams so that current state is understood and improvement identified
- Management of the overall Sales Office budgets
- Responsible for the profitability of service delivery
- Design future structure, which maximises efficiency, effectiveness and provides a best in class service for both internal and external customers.
Essential
- Commercial and strategic individual with proven vision, leadership and communication skills
- Experience of developing and delivering against operational plans
- Ability to create highly effective internal and external stakeholder relationships
- Proven ability to develop an existing customer service team whilst surpassing customer expectations
- Demonstrable background as a Customer Service Leader, working within a corporate, complex matrix based organisation including developing, implementing and improving processes and systems.
- Leading Change - A natural ‘change agent’ that can identify what is needed to drive business success and is not afraid to implement.
- Strong interpersonal skills with the ability to influence and build strong and collaborative relationships with diverse and demanding internal and external customers.
Desirable
- Knowledge of JD Edwards and CRM Oracle or similar systems.
- Business to business customer service and sales experience.
- Experience within the construction products industry.
Our commitment to diversity and inclusion?
Excited about the role, but your past experience or qualifications don’t perfectly match everything in the job description? We would encourage you to still apply. Studies have shown that some people, particularly from minority groups are less likely to apply to jobs unless they meet every single qualification. Here at Ibstock Plc we are dedicated to building belonging, empowering our colleagues to be their true self by offering a diverse, inclusive and authentic workplace. You may just be the right candidate for this role, or other future roles across the Ibstock Group.
Ibstock Plc are committed and passionate about building a diverse environment. We are proud to be an Equal Opportunity employer. You will receive consideration for employment without regard to gender, gender identity or expression, sexual orientation, race, religion, national origin, disability or age.
