Senior Customer Services Manager
# Senior Customer Services Manager **Solidcor Ltd** · Chesterfield · `On-site` 🕒 **Статус:** *Опубликовано: 8 дней назад* · *Источник: Indeed* --- ### About the Role Job Purpose The Senior Customer Service Manager is responsible for leading the customer service function at Solidcor, acting as the key link between customers, the sales team, internal departments, and production. The role covers the full order lifecycle — from converting technical specifications into accurate orders, through to resolving customer and internal issues quickly and professionally. A core part of the role is providing strong, reliable support to the sales team, ensuring orders are processed accurately and customers are looked after post-sale so the sales team can focus on winning new business. This is a hands-on leadership role suited to someone who thrives under pressure, takes ownership, and is comfortable holding both customers and colleagues to a high standard. Key Responsibilities - Act as the primary point of contact for customers, managing enquiries, orders, and issues from first contact through to resolution. - Work closely with the sales team as their key operational partner, supporting them post-sale so they can stay focused on generating new business. - Convert technical specifications into accurate, production-ready orders, liaising with technical and production teams to confirm feasibility and detail. - Identify and resolve internal issues that affect order accuracy, lead times, or customer satisfaction, working across departments to fix root causes rather than symptoms. - Manage and develop the customer service team, setting clear standards for accuracy, responsiveness, and professionalism. - Own the order process end-to-end: checking specifications, raising orders, tracking progress, and keeping customers informed at every stage. - Build strong working relationships with customers, understanding their needs and managing expectations honestly, including on lead times and constraints. - Keep the sales team informed on order status, issues, and customer feedback, acting as an early warning system for anything that could affect a customer relationship or repeat business. - Work closely with production, technical, and despatch teams to ensure orders are delivered right first time. - Escalate and help resolve complaints or disputes calmly and fairly, protecting both the customer relationship and the business. - Monitor and report on order accuracy, response times, and recurring issues, recommending process improvements. - Support the wider business through periods of change, including the transition to the new Buttermilk Lane facility. Person Specification Essential: - Proven experience in a customer service management or senior customer service role, ideally within a manufacturing, production, or technical order environment. - Confidence working with technical specifications and translating them into accurate orders. - Strong problem-solving skills, with the ability to identify and fix internal process issues, not just manage symptoms. - Excellent communication skills, with the ability to have direct, honest conversations with customers and colleagues. - Proven people management experience, including setting standards and holding a team accountable. - Resilience and determination — comfortable in a demanding, fast-paced environment where standards are high. - Strong attention to detail and a methodical approach to order accuracy. Desirable: - Experience within the fire door, joinery, or wider construction products industry (advantageous but not essential). - Familiarity with order management or ERP systems used in a manufacturing environment. Our Values At Solidcor, we look for people who share our values and can demonstrate them in how they work day to day: - Athlete's Grit — unwavering determination and resilience in the face of challenges. - Captain's Duty — acting as leaders and taking responsibility for team and company success. - Fun Loving Heart — creating a positive and enjoyable work environment through genuine care and good company among team members. A Note on Working at Solidcor We believe in being upfront with candidates. Solidcor is a demanding place to work — the pace is fast, standards are high, and we expect people to bring genuine grit and ownership to the role every day. In return, we invest in our people, pay well for the right calibre, and back a team culture built on mutual respect and support. This role is not suited to candidates looking for a quiet, low-pressure environment. Pay: £40,000.00-£50,000.00 per year Work Location: In person
Наблюдалась 2026-09-30, впервые 2026-09-22, источник — Indeed.