Customer Service Partner

BrightPathHR are delighted to have been retained by a leading Scottish brand in Home Improvements & Small Construction Projects based in Glasgow.

About the Role

We are looking for a Customer Service Partner to join a leading brand in the construction and home improvement industry. The company has an excellent reputation for delivering high-quality small commercial construction projects and home improvement services, such as full window refits and the construction of garden rooms. As a Customer Service Manager, you will play a pivotal role in ensuring customer satisfaction, overseeing the day-to-day operations of the customer service team, and fostering long-term relationships with both commercial and residential clients.

Role Responsibilities

• Team Leadership: Manage, mentor, and motivate a team of customer service professionals, ensuring they deliver exceptional service and exceed customer expectations.
• Customer Support: Handle escalated customer inquiries, ensuring swift and effective resolution of issues to maintain high levels of customer satisfaction.
• Process Improvement: Continuously identify areas for improvement in the customer service process, implementing strategies to streamline workflows and enhance service quality.
• Customer Relationship Management: Build and maintain strong relationships with both new and existing customers, ensuring a positive experience throughout the project lifecycle.
• Collaboration: Work closely with other departments, such as project management and sales teams, to ensure smooth communication and service delivery to clients.
• Reporting & Feedback: Monitor and report on customer feedback, identifying trends and areas of improvement. Use this data to improve processes and services.
• Quality Control: Ensure that all customer service interactions align with company standards and reflect the brand’s commitment to excellence in both small commercial and home improvement projects.

Your Experience and Skills

• Customer Service Management: Proven experience in managing a customer service team, preferably in a related industry such as construction, home improvement, or facilities management.
• Excellent Communication: Strong verbal and written communication skills, with the ability to build relationships and manage customer expectations effectively.
• Problem-Solving: Ability to handle difficult situations with professionalism, finding solutions to complex customer queries and issues.
• Leadership: Experience in coaching, developing, and motivating a team to deliver excellent service and achieve individual and team targets.
• Organisational Skills: Strong organisational and time management skills, with the ability to multitask and manage competing priorities.
• Industry Knowledge: Familiarity with the construction and home improvement sectors is a plus, as it will enable you to better understand customer needs and service delivery.
• IT Proficiency: Experience with CRM systems and proficiency in Microsoft Office tools, including Excel, Word, and Outlook.

Key Competencies

• Customer-Focused: Passionate about delivering exceptional customer service and ensuring client satisfaction.
• Problem-Solving: Ability to resolve issues quickly and effectively while maintaining a positive attitude.
• Leadership: Strong leadership skills to motivate and inspire a team to perform at their best.
• Attention to Detail: High level of attention to detail, ensuring all customer interactions are professional, accurate, and aligned with company standards.
• Adaptability: Ability to work in a fast-paced environment, managing multiple priorities with a flexible approach.

About the Company

Our client is a leading brand in both small commercial construction projects and home improvement services, known for their excellent reputation and commitment to high-quality craftsmanship. They provide a wide range of services, from full window refits to the construction of bespoke garden rooms, and are looking to expand their customer service team to meet the demands of their growing client base.

What’s On Offer

• Competitive salary between £25,000 and £30,000 per year
• Opportunities for career development and progression
• A dynamic and supportive work environment
• A chance to join a reputable brand in the construction and home improvement industry

If you're an experienced Customer Service Partner with a passion for leading teams and delivering exceptional customer experiences, we'd love to hear from you. Apply today to be part of a successful, fast-growing business that values its people and its customers.