Customer Service Advisor – Steel Door Company
Stafford, ST16 1YJ | Full-time | Office-based
We have big ambitions to grow significantly over the next five years, and now is a great time to join a growing team at the heart of that journey.
About Steel Door Company
Steel Door Company was founded to bring innovative design, quality craftsmanship, and a customer-first mentality to the door and window industry, drawing on a family history in manufacturing dating back to 1985. In just over a year we have grown rapidly from a small workshop to a skilled team of manufacturers, surveyors, installers, and customer care specialists, building in the heart of Staffordshire and installing across the UK.
For us, it's never just about selling doors. It's about creating an experience that feels professional, fair, and personal from start to finish: fast, clear communication, no chasing and no silence, and transparency on price at every stage. We're proud of the standards we've set, and we're only just getting started.
The Role
We're looking for a proactive and personable Customer Service Advisor to join our growing customer care team. You'll be the voice of Steel Door Company for customers at every stage of their journey, from order confirmation through to installation and aftercare, making sure every interaction reflects our promise of clear, honest, and professional communication.
This is a varied, fast-paced role covering both reactive support and proactive outreach, and it's a great opportunity for someone who takes pride in turning a query, a delay, or even a complaint into a positive experience for the customer.
Key Responsibilities
Reactive Support:
- Answer inbound customer calls relating to order updates
- Answer inbound customer calls relating to complaints
- Return missed customer calls promptly
- Respond to customer emails in a timely, professional manner
- Handle formal complaints through to resolution
- Process refund or goodwill requests in line with company policy
- Log aftercare and service requests accurately in the CRM
Proactive Support:
- Notify customers proactively of any delays to their order
- Send proactive order status updates so customers are never left chasing
- Complete scheduled order update calls
- Identify and manage at-risk or dissatisfied customers before issues escalate
- Complete post-installation follow-up and satisfaction checks
What We're Looking For
- Excellent telephone manner and written communication skills
- A calm, empathetic approach to handling complaints and difficult conversations
- Strong organisational skills and attention to detail, with the ability to manage multiple open queries at once
- Comfortable working with a CRM system to log and track customer interactions
- A genuine desire to do right by the customer, even when the conversation is a hard one
- Previous experience in a customer service, contact centre, or aftercare role is desirable but not essential. Attitude matters more to us than a CV
What We Offer
- The chance to join a fast-growing company at an early and exciting stage
- A supportive team culture built around doing things properly
- Real scope to shape processes as the customer service function grows
Pay: £30,000.00-£40,000.00 per year
Work Location: In person
