We are looking for a self-motivated, driven and adaptable individual who enjoys a challenge to work alongside our energetic team in Nuneaton. The role requires a CAN-DO attitude, an ability to learn from any losses and celebrate every win. We are a fast-paced business with plenty of opportunities for growth so if this sounds like you, we'd love to hear from you!
Location: Nuneaton based, with responsibility for a small team in Writtle (Essex)
ABOUT US
GRS is the country's number one trader of primary, recycled and secondary aggregates in the construction industry. We are unique in that we're able to source and supply materials nationwide, making use of road, rail, river and marine to get materials to wherever they're needed. We are proud to be a leader in low-carbon secondary aggregates sustainably produced and sustainably delivered!
At GRS, we do things differently.
JOB PURPOSE
The Customer Services Manager will lead, develop, and elevate the customer service function to deliver exceptional service, strengthen customer relationships, and drive servicelevel improvements.
You will lead a team responsible for order processing, handling queries, resolving issues, supporting commercial teams, and enhancing service quality through process improvements. This is a handson leadership role requiring both strategic thinking and daytoday operational oversight.
The role oversees daytoday service delivery, supports operational efficiency, and ensures processes and systems align with RACI accountabilities and Delegation of Authority governance.
An ideal candidate will have the opportunity to progress and shape this function as the business grows.
MAIN DUTIES AND RESPONSIBILITIES
The duties are many and varied, but the list below is considered to be the basic requirement:
Customer Experience Leadership
* Lead the customer service team to deliver bestinclass service aligned to company values.
* Set clear service standards and KPIs, ensuring performance is visible and proactively managed.
* Champion a customerfirst culture across all functions.
* Ensure customer feedback is captured, analysed, communicated, and acted upon.
Operational Excellence & Process Improvement
* Support the mapping and optimise endtoend customer service processes aligned with business process standards.
* Support the development and maintain SOPs ensuring processes follow RACI and DoA governance requirements.
* Own the developed SoP ensuring they are updated as required
* Identify inefficiencies and implement improvements to increase speed, quality, and accuracy.
* Collaborate crossfunctionally to ensure consistent service delivery across Sales, Ops, and Supply Chain.
People Management & Development
* Lead, coach, and develop customer service staff.
* Build a culture of continuous improvement, accountability, and empowerment.
* Deliver system, process, and customer interaction training in line with business standards.
Systems, Reporting & Data Insight
* Ensure accurate and timely customer service data is available to dashboard owners
* Support improvements to CRM and operational systems to enhance visibility and reduce manual work.
* Follow RACI and Delegation of Authority rules when making system or process change recommendations.
* Use dashboards and reporting tools to monitor performance and drive improvements
* Work with IT/Systems teams to enhance tools that support customer service functions.
Issue Resolution & Complaint Handling
* Lead firstline complaint handling and customer issue resolution (Responsible role).
* Escalate complex issues in line with RACI:
* Ensure rootcause analysis and preventative actions are implemented.
* Collaborate with other teams (Sales, Supply Chain, Operations) to resolve service-related issues.
KNOWLEDGE, TRAINING AND EXPERIENCE REQUIRED TO DO THE JOB
Essential
* Proven experience leading customer service teams.
* Experience in order processing, complaint management and query management in ERP platforms (e.g., Netsuite)
* Strong communication, influencing, and stakeholdermanagement skills.
* Ability to analyse data, produce reports, and identify trends.
* Experience improving service processes and delivering measurable results.
* High level of organisation and attention to detail
Desirable
* Experience in operations, logistics, or construction materials sectors.
* Background in continuous improvement, service design, or change management.
Personal Attributes
* Proactive, positive, and solutionsfocused.
* Strong leadership presence with a collaborative mindset.
* Passionate about exceptional customer experiences.
* Comfortable challenging the status quo and driving change
* Calm and solutionsfocused, even under pressure.
* Collaborative and able to influence without authority.
* Confident challenging the status quo and driving improvements.
* Great interpersonal skills and strong communicator
MEASURES OF SUCCESS (FIRST 12 MONTHS)
* Service level improvements (speed, accuracy, firsttime resolution).
* Reduction in customer complaints and escalations.
* Initial customer satisfaction feedback survey in place
* Clear, uptodate SOPs for all core customer service processes.
* Effective dashboards providing visibility of service performance.
* Demonstrable improvements in team capability and engagement.
BENEFITS
* 23 Days holiday + Bank Holidays.
* Death In Service Benefit.
* Bonus Scheme.
* Access to GP Line for you and your household.
* Employee Assistance Programme access with support provided for Financial, Legal and Health & Wellbeing.