Customer Service Manager About Solidcor Solidcor, part of the Harmony Fire Group, is at the forefront of delivering expert mechanical and electrical (M&E) solutions across the UK. Backed by one of Europe’s fastest-growing businesses, we combine technical excellence with a mission-driven culture — where people, safety, and performance come first. We’re proud to be part of a group ranked among the top 25 best service companies to work for in the UK. At Solidcor, we focus on smart, safe, and sustainable environments — and we’re looking for passionate people to help us lead the way. The Role As we continue to grow, we’re looking for a driven and empathetic Customer Service Manager to lead our customer service function and help us deliver an industry-leading experience to our clients. You’ll be the bridge between our valued clients and our project delivery teams, ensuring service is seamless, professional, and reflective of our commitment to excellence. This is a pivotal leadership role — ideal for someone who thrives in fast-paced environments, knows what exceptional customer care looks like, and is ready to shape the next phase of our customer service strategy. Key Responsibilities Lead and develop the customer service team to deliver exceptional client support throughout the project lifecycle Be the voice of the customer — capturing insights, driving improvements, and embedding service excellence at every level Design and implement scalable customer service processes that grow with the business Monitor and report on service KPIs and customer satisfaction metrics Resolve complex or escalated client issues with professionalism, urgency, and care Collaborate closely with operational and project teams to align service delivery with client expectations Own the post-installation client experience, managing follow-ups, feedback, and long-term satisfaction Support the team of two with coaching and development, creating a high-performance, values-led culture Champion a proactive, customer-first culture across the Solidcor team Key Requirements Proven experience leading customer service teams in a technical, B2B, or construction-related industry (desirable) Exceptional communication and relationship-building skills Strong understanding of client lifecycle management, service KPIs, and retention strategies Calm and solution-focused under pressure, with sound judgement and emotional intelligence Experience with service platforms or CRM systems (e.g., Salesforce, Zendesk) Skilled at driving continuous improvement and scaling service processes Commercially aware and able to balance customer needs with business objectives What We Look For in Our People Athletes Grit – You’re determined, resilient, and keep going when others might stop Captains Duty – You take ownership, lead with integrity, and follow through on your promises Fun Loving Heart – You bring positive energy, support others, and love what you do Benefits Unlimited holiday Performance bonus (up to 50% of salary) Lunch, snacks, and Takeaway Fridays Company-wide European reward trips Enhanced parental leave Cycle-to-work scheme Two company events per year Auto-enrolment pension Solidcor is where people with purpose thrive. If you’re ready to shape the future of customer service in M&E, we’d love to hear from you.