Job Description

Role Purpose

The Customer Service Manager is responsible for leading, developing, and managing the internal sales function in our Farnborough branch, in order to deliver exceptional customer service, maximise sales opportunities, and drive operational efficiency. This role ensures that the internal sales team supports the wider commercial strategy, meets performance targets, and maintains strong relationships with customers, suppliers, and internal departments. It also requires direct management of projects and accounts, which includes administration.

Key Responsibilities

Lead, motivate, and develop the internal sales team to achieve high levels of performance, engagement, and customer satisfaction. Provide coaching, support, and regular performance reviews. Oversee recruitment, onboarding, and training for new team members. Ensure all customer enquiries, and orders are handled professionally, accurately, and within agreed timescales. Maintain a strong customer service ethos and ensure a positive customer experience at all stages. Drive continuous improvement in processes related to order management, response times, accuracy, and communication. Work closely with the Business Development team to support new business opportunities. Manage workflow within the internal sales team, ensuring effective allocation of tasks and workload balancing. Manage customer accounts directly, building relationship and ensuring goods are ordered in and delivered on time. Monitor key metrics such as response time, conversion rates, sales performance, and customer feedback. Ensure issues or escalations are resolved promptly and professionally. Work closely with purchasing, warehouse, accounts, and external sales teams to ensure smooth order fulfilment and customer satisfaction. Ensure compliance with company policies, pricing structures, and service standards.

Skills & Experience

Essential:

Proven experience leading an internal sales or customer service team. Strong understanding of the sales process, order management, and customer service best practice. Excellent communication and interpersonal skills. Strong organisational skills and ability to manage multiple priorities. Ability to build positive relationships with internal and external stakeholders. Confident decision-maker with good analytical and problem-solving skills.

Desirable:

Experience within the construction and / or bathroom industry. Commercial awareness, including pricing, margins, and customer expectations.

Personal Attributes

Proactive and solutions-focused. Leads by example with a positive, professional approach. Strong team player with the ability to motivate others. High attention to detail and commitment to accuracy. Customer-centric mindset.

Benefits

Competitive salary Opportunities for training and career development
Job Types: Full-time, Permanent

Work Location: In person