1226 Retail Customer Service jobs in Stagsden

Customer Support Manager

South Midlands Region, Northampton, NN4 9BS

Competitive salary + attractive benefits

At Miller Homes we are building homes in a way which allows us to build better places for people to belong to, better homes for customers and better places for communities to thrive and nature to prosper. We are also creating a better working environment for our people. We create better places where people and planet prosper. 

We are looking to recruit a Customer Support Manager to join our team in the South Midlands region.  The role of the Customer Support Manager is to manage the customer experience of our new clients’ post completion, carry out inspection works to ensure quality of all homes prior and post completion and to identify any necessary remedial works across relevant Miller Homes Limited sites.

RESPONSIBILITIES:

• To be the owner of the customer journey post completion, delivering a world class customer experience.
li>Utilise the pre-completion checklist to ensure that all new homes are at the quality standard Miller Homes, our customers and the New Homes Quality Code.
• Communicate with customers after their move in, to ensure they have no concerns and are settling into their new home seamlessly
• To meet and carry out a fair analysis of defects reported by our customers and ensure work is attended to within the timescales agreed and in accordance with the service level agreements in place

REQUIREMENTS:

• Understanding of the New Homes Quality Code
• General knowledge of NHBC Technical Requirements/Guidelines is essential
• Must have a natural and engaging style of communication, with a passion and desire for customer interaction and the ability to build trust with customers and contractors alike
• Able to deal with difficult customers, clients and situations calmly and professionally

WHAT WE OFFER:

• Competitive basic salary
• 26 days annual leave + public holidays + your birthday off
• Opportunity to earn 10% bonus
• Company car or car allowance of £5,000

Make a Home at Taylor Wimpey

At Taylor Wimpey, we don’t just build houses; we build futures. Not just for the people who live in our homes, but for our own people too. When we bring our collective skills together, we make amazing things happen - for ourselves, for each other and for our customers. There are incredible opportunities on your doorstep, and we want you to discover them all. 

With 22 regional offices across the UK and operations in Spain, we bring our vision to life locally. Here, you’ll be given the tools to develop your skills and the freedom to explore new avenues. Share your ideas, experience a no-blame culture, and shape your work around your life.

Every single one of us plays a vital role in bringing to life incredible places and spaces, where anyone can thrive. We believe in making a positive difference to our planet, as well as to people. 

Home to work that matters, and you can be a part of it.

Job Summary

The Customer Support Manager is responsible for the day to day management of the administration relating to all customer issues.  This role manages the Customer Support Coordinators (CSCs) and takes oversight of all ongoing customers’ issues. The successful candidate will allocate resources including Customer Service Operatives and contractors to undertake work in customers’ homes.  

Working closely with the Customer Service Director, the Customer Support Manager will be responsible for the collation and management of information and data upwards for analysis and the escalation of customer issues, where appropriate. The Customer Support Manager will also deputise for the Customer Service Director when required. 

Primary Responsibilities

Demonstrates role model customer behaviour

• Acts as an inspirational role model across the BU in the delivery of great customer service
• Always demonstrates positive behaviour when discussing or interacting with customers
• Ensures reputational risk is minimised by ensuring complaints, social media contacts, and 3rd party claims and cases are managed in the most appropriate way
• Acts as point of escalation for complaints and ensures reasons for escalation are regularly reviewed with the team to prevent future escalations
• Builds a shared customer vision across the Customer Service team so they have clarity on what great customer service looks like

Provides engaging leadership and develops a high performing team

• Role models Taylor Wimpey’s values by always behaving with integrity and professionalism, acting in a positive, collaborative and encouraging style with everyone in the BU
• Builds a strong team ethos, promoting shared values and has the ability to get the best out of others
• Treats everyone fairly and with respect, ensuring team members feel valued, included and connected and takes a genuine interest in them
• Recognises and rewards the right attitude, behaviour and performance
• Takes responsibility for their own development by asking for feedback on their performance to ensure ongoing improvement
• Inspires and develops team to build their knowledge and skill-set to deliver best-in-class customer service

Drives operational performance to achieve key business objectives

• Drives high performance from their team to consistently achieve SLA’s as measured by the 9-month customer satisfaction metric
• Demonstrates a solution focused approach to ensure SLA’s are achieved and shows a willingness to get into the detail of customer issues and complaints to understand the root cause
• Works to understand blockers to the Customer Service team achieving their SLA’s and puts plans in place to tackle these
• Drives a digital approach to ways of working in the Customer Service team by ensuring new technology is embedded
• Builds relationships with subcontractors and suppliers to ensure they understand our expectations of their customer commitments and provides feedback where appropriate to ensure continuous improvement of their service offering
• •
• Supports the Customer Director in effectively managing customer service costs, whether that be managing CSO spend or managing contra-charging with subcontractors

Committed to continuous improvement

• Undertakes analysis to identify repeated customer issues and complaints and works to propose plans for improvement.
• Takes responsibility for their own development by asking for feedback on their performance to ensure ongoing improvement
• Identifies gaps in their customer engagement ability (verbal and written) and takes responsibility for the continuous improvement of these
• Identifies ways of working that could be more efficient and/or cost effective and puts forwards ideas for improvement
• Keeps up to date with house type ranges, products, specifications and new technology in the home, to ensure informed conversations with customers

Experience, Qualifications, Technical Requirements

• Experience in leading teams  
• Experience of working in a customer facing environment
• Demonstration of ability to work independently, prioritise work and take initiative  
• Demonstration of strong organisation skills
• Great Interpersonal, communication and relationship skills.  
• Ability to work in a fast-paced and pressurised environment and able to remain calm ,measured and resilient  
• Housebuilding or related industry experience  
• Experience in management information analysis  

What we offer at Taylor Wimpey

At Taylor Wimpey, we are committed to enabling you to make a home with us. Our work is not just about building homes; it's about doing work that matters, making a positive impact on the lives of our customers and the communities we serve.

We enjoy many benefits as standard, including excellent retail discounts, company funded life insurance and private healthcare, and access to a quality pension scheme with company contributions.  We also offer our discounted house purchase scheme, car leasing scheme and share plans, as well as the opportunity to tailor your benefit package to suit your needs with options such as buying extra annual leave or adding dependants to your benefit cover.  Our total reward offer works perfectly with our culture, we are a welcoming community where everyone can feel at home.    

We create a home to your future by providing opportunities for growth and development. We offer industry leading professional training and development, which supports you to unlock your potential and fulfil your career and personal goals in a variety of opportunities and environments. We look to develop our people in the skills and areas they are most interested in, leveraging your qualities and appreciating your unique competencies, skills and expertise that, when we come together, make this a great place to work.

If you want to do work that matters and build a career that lasts, make a home at Taylor Wimpey. 

Inclusivity Statement

As a proud Disability Confident Employer, Taylor Wimpey is committed to creating a diverse and inclusive workforce. We actively collaborate with individuals who have disabilities and long-term health conditions which have an effect on their ability to do normal daily activities, ensuring that barriers are eliminated when it comes to employment opportunities. In line with our commitment, we guarantee an interview to applicants who declare to us during the application process that they have a disability and meet the minimum requirements for the role. Join us in building a truly diverse and empowered team.

Internal Applicants:

Please inform your line manager if you wish to apply for this role.

Location: Dunstable, United Kingdom

Hours: Full-time (40 hours/week)

Contract Type: 12-month fixed-term

Gilson is a global leader in liquid handling, purification, and extraction solutions for the life sciences. We empower scientists with reliable tools and services that ensure reproducibility and traceability in the lab.

We’re looking for a Customer Support Coordinator to join our UK team on a 12-month fixed-term contract in Dunstable. If you're passionate about delivering exceptional customer service, fluent in English (plus another EU language), and experienced with ERP/CRM systems—this could be your next opportunity!

What You’ll Do

• Respond to customer inquiries on orders, stock, and pricing
• Provide first-level technical support after training
• Manage customer accounts, pricing, and item setup (SharePoint)
• Maintain CRM records (Salesforce) and support the quote process
• Process sales orders via phone, email, fax, and web (ERP system)
• Handle back orders, billing disputes, and complaints
• Support credit collection and pipette after-sales processes
• Assist with planning and invoicing of on-site services
• Participate in inventory checks and ensure SOP compliance
• Be the Voice of the Customer across Gilson departments

What You Bring

• 2+ years of customer service experience
• Experience supporting customers across the EU
• Fluent in English plus one additional EU language (French, Spanish, German, or Italian preferred)
• Knowledge of Incoterms and international shipping
• Proficiency with ERP and CRM systems (Salesforce a plus)
• Strong Microsoft Office skills
• Digitally oriented and tech-savvy
• Excellent communication and relationship-building skills

What We Offer

• 25 days holiday (plus UK public holidays)
• Pension scheme
• A collaborative, international work environment
• The opportunity to make a real impact on customer satisfaction

• Location:  Hitchin
• Contract Type:  Permanent
• Salary:  £27,500 - £29,500 (Dependent on Experience)
• Hours:  39 hours per week

• Respond to and develop customer enquiries, providing accurate information regarding pricing, quotations, deliveries, and more in a timely manner.
• Handle and resolve customer sales emails, website queries, and telephone enquiries, including technical questions.
• Deliver exceptional customer service by creating quotes, obtaining lead times, and ensuring seamless order management.
• Liaise with internal teams including production, technical, and purchasing departments to resolve issues and improve processes.
• Process orders, invoices, queries, credits, and complaints efficiently.
• Maintain a comprehensive knowledge of the company’s products, literature, and relevant regulations.
• Input and maintain accurate customer data within the CRM system.
• Collaborate on and independently manage the company’s social media activities to enhance customer engagement and brand presence.

• Proven experience in a busy customer service environment.
• Sales administration and web-based enquiry handling experience.
• At least 1 year of customer service experience.
• Excellent telephone manner and communication skills.
• Proficiency in MS Excel, Outlook, and ERP systems.
• Strong commitment to delivering a positive customer experience with a problem-solving approach.
• A willingness to learn about technical products and terminology.
• Background in Technical Sales, Purchasing, or Logistics, ideally within a manufacturing environment.
• Knowledge of CAD or technical drawings.
• Experience using ERP/CRM business software.
• Social media experience for business development purposes.

• Attractive pension scheme + free life insurance (3x annual salary)
• 23 days of annual leave plus Bank Holidays, with additional time off over Christmas and New Year
• Free on-site parking

The Company:

• Privately owned global technology platform working with universities and leading venues across the globe.
• Backed by a larger global leader in software solution growth.
• A market-leading solution with major growth plans over the next seven years.

The Opportunity:

Join a business that truly dominates the market in its solution space. It already works with over 80% of its target market!

Help transform the support function and build a world-class team that delivers customer excellence at every touchpoint. Be prepared to demonstrate how it’s done—this is very much a ‘hands-on’ role!

This is a fantastic opportunity to take already solid foundations and further train, develop, and optimise your team.

Whilst leading the day-to-day activities of this busy support team, meeting SLAs and OKRs, assessing trends, and working with wider teams, you’ll collaborate with the VP of Customer to optimise team structure, processes, and best practice, whilst championing coaching and development of your team!

The Ideal Candidate:

• 3+ years’ experience managing a customer support team within the SaaS sector.
• Experience working with more complex SaaS solutions (multi-product/module).
• Experience within EdTech or further education (either directly or as a user base).
• A genuine leadership mentality: someone who can inspire from the front and develop the team around them.
• An ‘outside the box’ thinker! We are seeking someone who brings new ideas and the confidence to execute them.
• Excellent problem-solving, communication, and conflict-resolution skills.
• The ability to use metrics to drive performance and decision-making. Any experience with AI solutions is beneficial.
• Experience with ITIL or similar frameworks is advantageous.
• Experience and proficiency with SQL.

The Package:

• A base salary up to £60,000, plus bonus.
• 25 days’ holiday, plus bank holidays, plus wellbeing/charity days.
• Enhanced pension, maternity/paternity, and sick pay.
• And more!

ABR Talent are specialist recruitment partners supporting start-up and scale-up SaaS businesses with ‘growth engine’ roles such as Customer Success, Sales, Account Management, and Support. If you are looking to progress your career in this space, get in touch!