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CR Smith is Scotland's longest running home improvements company with a highly recognisable and established brand that is synonymous with quality.
Rated excellent on Trust Pilot, we have also been voted best company in the UK in our sector by consumer champion Which.
As we continue to be the very best in the market, and to support a major growth strategy, we have an exciting opportunity for a Customer Service Manager, operating from our head office in Dunfermline.
You will be responsible for our customer experience, including the following:
- Being the first point of contact for handling incoming customer queries.
- Co-ordinating all daily service enquiries
- Organising and communicating all aspects of the installation process.
- Liaising with all relevant stakeholders to ensure a prompt response to any issues arising from customers, suppliers, or tradespeople.
- Extensive management of logistics and planning to optimise business efficiency, including achieving key targets set by the operational management team
- Working with the operations management team on the development and implementation of new systems to improve efficiency and service standards.
- Use customer feedback to identify initiatives which improve the overall service experience.
- Managing the daily requests of our business clients and keeping them and their customers updated.
- Liaising with clients to share CRM reports on performance as required.
The skills you will need to succeed in the role:
Relevant experience delivering outstanding customer service.
Excellent planning and organisation skills, with meticulous attention to detail.
The ability to grow and maintain relationships across a variety of levels.
Being highly self-motivated and innovative.
We require a proactive and resilient customer service manager who has great interpersonal, communication and relationship skills. You will need to be an assertive, confident, and positive person with excellent operational skills.
Previous experience would be beneficial but is not essential as the successful candidate will undergo an extensive training programme.
It would be advantageous for candidates to be educated to degree level or HND/HNC qualification(s).
This is an exciting time to join our forward-thinking creative team and be part of one of Scotlands best-known household brands, CR Smith.
