Job Description

To be the primary point of contact for customers, collaborating with internal departments and external suppliers to deliver expert support and swift, complete resolutions. Commit to ensuring an outstanding customer experience while supporting commercial success

About The Role

Customer Interaction & Enquiries

- Proactively manage multi-channel customer enquiries, aiming for complete and timely responses within KPI targets, and striving for first contact resolution to enhance satisfaction and efficiency

Order Management

- Accurately process customer orders into the system and issue order confirmations within defined KPI timeframes, maintaining a 'right first time' ethos to ensure precision and efficiency

Complaint Resolution & Claims Handling

- Take ownership of customer complaints from recording to resolution, delivering outcomes within KPI targets and managing expectations with transparency and care. Facilitate claims and credits while engaging internal and external stakeholders to ensure seamless problem-solving

Relationship Management

- Build strong, lasting customer relationships by delivering consistently professional and courteous service, reinforcing trust and loyalty at every touchpoint

Continuous Improvement

- Drive and support continuous improvement efforts to streamline processes, boost efficiency, and deliver an exceptional customer experience

Data Protection Compliance

- Ensure full compliance with data protection regulations, upholding the highest standards of confidentiality and integrity in all customer and business data handling processes

Company Values & Leadership

- Consistently exemplify Brett Martin's core values and customer-first principles by modelling professional behaviours, fostering a culture of excellence, and encouraging best practices across all interactions

Ad-Hoc Support

- Flexibly support wider business needs through the completion of ad-hoc tasks, including reception cover and other duties that contribute to smooth day-to-day operations

Required Criteria

+ Logical, efficient and effective problem solver + Excellent time management skills
+ Previous customer service experience in high pressure setting
+ Ability and willingness to learn
+ Totally customer focused
+ Can build effective relationships with customers and colleagues

Desired Criteria

+ Previous experience or knowledge of industrial, construction or manufacturing industries + Awareness of Lean six sigma principles
+ Export experience

Skills Needed

About The Company

At Brett Martin, you'll join a workplace where our teams have created a positive working and learning environment. We have career pathways for everyone, whether you're looking for a specific office role or would like to work hands-on with products. No matter which area of the business you join, you'll find plenty of opportunities to learn new skills and develop a rewarding career.

Company Culture

Brett Martin, established in 1958, is a leading independent manufacturing company based in Northern Ireland, employing around 1,000 people across its UK sites. With a head office in Mallusk, Co. Antrim, it specializes in plastic sheets, roof light systems, and plumbing and drainage products. Known for its commitment to investment in technology, sustainability, innovation, and employee development, Brett Martin is a top Northern Ireland employer. The company boasts a turnover of 195 million, 50% of export sales to over 70 countries, and 25% of its operations are sustainably powered.

Company Benefits

Brett Martin offers a comprehensive range of rewards and benefits to its employees. The company is committed to safeguarding the health, safety, and wellbeing of its staff by providing life assurance, safety wear, HR support, and free car parking. In terms of pay and benefits, employees enjoy competitive salaries, profit-related pay, uniform allowance, and an employer contributory pension scheme. Brett Martin also invests in the development of its employees through access to training courses, progression opportunities, and travel experiences. The company fosters a positive working environment with charity and fun day events, team building initiatives, service-linked holidays, and suggestion scheme rewards.


Retirement plan and/or pension, Free parking, Cycle to work, Open office, Life insurance, Long service recognition, Wellbeing Scheme, Work With Charities, Social Opportunities, Annual Rise, Profit Share, Employee of the Month, Employee Recognition Scheme, Annual performance review, Culture of recognition, On the job learning, Progression opportunities, Access to Health & Wellbeing app, Long service awards, Service recognition increases to annual leave, Staff celebration events

Salary

Not disclosed