Job Description

Job Purpose

To lead the customer service strategy and ensure exceptional client experiences across all touchpoints. You'll be instrumental in bridging the gap between manufacturing operations and customer satisfaction, transforming challenges into opportunities and complaints into loyalty.

Key Responsibilities

Develop and execute strategies to enhance customer satisfaction and retention. Oversee daily operations, including order tracking, delivery scheduling, warranty claims, and service inquiries. Collaborate with production, logistics, and sales departments to resolve issues swiftly and improve service standards. Implement systems to monitor service metrics such as response times, resolution rates, and customer feedback. Handle escalated customer complaints professionally and empathetically. Provide regular reports to senior management on customer service performance and pain points. Experience of CRM and ERP systems to streamline communication and case management. Champion training programs that elevate product knowledge and communication skills across the team.

Required Skills & Experience

Proven experience (3-5 years) in customer service management, ideally within manufacturing or furniture-related industries. Strong leadership and team development skills. Excellent written and verbal communication. Experience with service software tools (e.g., Zendesk, Freshdesk, SAP, or similar). High emotional intelligence and problem-solving ability. Attention to detail with a proactive and hands-on attitude. Knowledge of furniture manufacturing processes and distribution is a plus.

Why Join Us?

We don't just make furniture--we craft environments where people thrive and make a real difference to people's lives. Join a company that values craftsmanship, design, and putting the customer first. We offer a collaborative work environment, career growth, and the chance to shape the customer experience from the inside out.

Job Type: Full-time

Pay: From 28,000.00 per year

Benefits:

Company events Company pension Discounted or free food Free parking On-site parking Private medical insurance Referral programme
Schedule:

Monday to Friday
Work Location: In person

Application deadline: 28/07/2025