We're supporting one of our long-standing partners in their search for a Customer Services Manager with a construction background to join a fantastic team within the Passive Fire Protection industry.
This is a key role within the company, where you’ll be responsible for leading the customer service function while also supporting the journey of new products from development through to market.
You will collaborate with internal teams, external partners, and certification bodies to ensure that products meet industry standards and offer the highest levels of service.
What You’ll Get
* Competitive salary (increasing substantially after probationary period)
* 33 days holiday (Inc BH’s)
* Life Insurance x2 Salary
* Healthcare Cash Plan
* Company pension contribution
* The chance to gain IFE Level 2 & 3 qualifications in Passive Fire Protection
About you
* Experienced in customer service or product support, ideally within the construction or the fire protection industry
* Being highly organised, proactive and confident, you’ll be able to manage multiple priorities and deadlines
* A strong communicator with great people skills and a keen eye for detail, with good stakeholder management abilities
* Be used to seeing and interpreting technical data and documentation (CAD experience is a huge plus)
* Naturally collaborative and solution-oriented and enthusiastic about team leadership
* Passionate about delivering excellent service and continuously raising standards
About the role
* As the Customer Service Manager, you’ll act as the link between technical product teams and the end customer
* Leading a small team, you’ll provide excellent customer service, and support product launches from a documentation and coordination perspective
* You’ll develop comprehensive, expert-level knowledge of an innovative product range
* Manage detailed documentation and collaborating with Sales, Marketing, Technical and Development teams
* Providing insightful technical advice and interpreting fire safety data for customers
* Maintain internal systems, including project management systems for planning and auditing fire tests and CRM systems.
* Promptly handling customer queries, orders, quotes and ensuring high service standards
* Leading and mentoring the customer service team to deliver seamless customer experience
* Keeping the customer database highly organised and actively supporting engaging product launches
* Ensuring strict compliance with ISO 9001 and other quality standards
* Delivering impactful and informative training on new products and updates
* Driving continuous improvement in processes and service delivery
About the company
You'll join a highly reputable, innovative, and well-established global leader in passive fire protection. With a trusted brand and a forward-thinking product range, they’re known for their technical excellence, genuine customer care, and a supportive, values-led team culture.
This is a business that invests in its people, its products, and its future.
If you’re looking for a role where you can combine technical knowledge, customer service leadership, and cross-functional collaboration - this could be the perfect next step.
Get in touch today to discuss in more detail