Customer Service Manager Competitive Salary Permanent, Full Time Hoveringham, Nottingham NG14 7JX We are currently looking for an enthusiastic individual to join our Bison Flooring team in the position of Customer Service Manager based at our Hoveringham site. This position will plan, coordinate and control the activities of the internal sales team to meet the service levels and operational needs of the commercial team and wider business. Your duties would include but not limited to the following: Health and Safety - As the manager responsible for the site, ensure that the Sales Centre team and site are compliant with company H&S regulations, standards and process Lead - Develop and implement the sales and customer service policies and procedures, define and communicate customer service standards internally, and with business stakeholders. Oversee the achievement and maintenance of customer service performance, direct the daily operations of the sales centre team to support and implement company objectives. Process monitoring - Plan, prioritise and delegate work tasks to ensure effective functioning of the team, ensure the necessary resources and tools are available to achieve business compliance and service delivery. Review and track customer complaint resolution and ensure that complex and escalated sales and service issues are handled effectively. Information - Monitor the accuracy of reporting, systems data and compliance reports. Manage performance to ensure company targets are met (budget, forecast and initiatives) Performance, Development & Training - Identify and address team training, coaching and performance needs. Working with internal stakeholders and specialists, source, evaluate and deliver internal and external training courses to meet the needs of the organisation. About You: An excellent communicator Have a clear customer service focus Have a clear internal sales focus Have strong supervisory and management skills Be able to analyse and solve problems Be a decision maker Be able to plan and organise effectively Be able to show initiative Be flexible Good standard of education required with a relevant NVQ or similar in either Customer Service or Internal Sales What We Can Offer You: Competitive Salary and Benefits package Life Assurance and Company Pension Scheme up to 10% employer contribution Generous holiday allowance Gym benefit and Cycle 2 Work Scheme Access to Employee Assistance Programme for self and family members Employee Referral Scheme Service Awards Sharesave Scheme eligibility Holiday Exchange Scheme Financial Wellbeing Program Personal development and opportunities for progression We are a leading manufacturer of a diverse and trusted range of concrete and clay building products used extensively within the construction sector, with instantly recognisable brands including Thermalite block, Bison Precast and the iconic London Brick.Our complete product range comprises of clay bricks, aircrete blocks, aggregate blocks, precast concrete, flooring products, permeable paving and chimney, roofing, and flue systems. Forterra’s purpose is to build lasting legacies, manufacturing a range of products from the ground up to support customers with their construction projects. We are proud to be at the forefront of the industries’ safety standards and are committed to achieving zero harm in our workplaces.