Job Description

Join a leading brand in premium natural stone and porcelain tiles, where exceptional design meets outstanding service. We are looking for an experienced and driven Customer Support Manager to lead our busy and fast-paced support team.

This is a position that requires a strong organiser, problem-solver, and communicator who can thrive under pressure and ensure our customers receive the high standard of care they expect.

About Us

We are a leading retailer and importer of luxury natural stone and porcelain flooring. As a family run business, established in 1995 we are a passionate bunch who love to offer our customers the highest quality flooring, with exceptional customer service at each stage of their journey with us.

As we continue to grow from strength to strength, our team is growing, and we would love to consider your application!

The Role

As Customer Support Manager, you will oversee the day-to-day running of a high-volume customer support department. Working closely with the Head of Customer Support & Transport, you will be responsible for maintaining team performance, handling time-sensitive queries, and ensuring operations run smoothly in a pressured environment.

Key Responsibilities

Lead, support, and motivate a busy customer support team in a fast-paced environment.

Monitor and manage team performance, meeting tight deadlines and service targets.

Handle escalated queries and complaints with professionalism and urgency.

Collaborate with showrooms, warehouse teams and hauliers to ensure customer orders are fulfilled accurately and on time.

Identify and implement process improvements to enhance customer experience.

Train and develop new team members to meet department standards.

What We're Looking For

Proven experience managing a customer support or service team, ideally in a product- or order-based environment.

Strong leadership skills, with the ability to manage under pressure and tight time constraints.

Confident communicator with a calm and solutions-focused approach.

Highly organised, detail-oriented, and able to prioritise effectively in a busy workload.

Understanding of logistics, order fulfilment or transport coordination is an advantage.

A genuine passion for customer care and team development.

What we offer

A great place to work with a friendly and welcoming team

Competitive salary package.

Employee assistance program.

Competitive holiday allowances with the option to buy holiday.

Enhanced parental leave.

Company pension.

Healthcare cash plan provided by Simply Health.

Employee and friends and family discount on Quorn Stone products.

Employee wellbeing initiatives with Mental Health First Aiders available across the business.

2 volunteering days each year.

Working Hours

Monday - Friday 09:00-17:00 (inc. 30 min unpaid lunchbreak)

Job Type: Full-time

Pay: 32,000.00-35,000.00 per year

Benefits:

Additional leave Company pension Employee discount Enhanced maternity leave Enhanced paternity leave Health & wellbeing programme On-site parking
Schedule:

Monday to Friday
Ability to commute/relocate:

Loughborough LE11 1QJ: reliably commute or plan to relocate before starting work (required)
Experience:

Management: 2 years (preferred) Customer support: 2 years (preferred)
Work Location: In person