CR Smith is Scotland’s longest established and most successful home improvements company, with a highly recognisable brand synonymous with quality, innovation, and outstanding customer care.
Rated “Excellent” on Trustpilot with over 6,000 reviews and voted Best Company in the UK in our sector by Which.co.uk, customer experience is at the heart of everything we do.
As part of our continued growth strategy and commitment to remaining the market leader, we are excited to offer opportunities for a Customer Service Team Manager within our Customer Service Department at our Head Office in Dunfermline
Are you an experienced customer service professional ready to take the next step in your leadership career?
We are looking for a driven, people-focused Customer Service Team Manager to lead a small team of Customer Managers within a fast-paced, customer-centric environment. This is an exciting opportunity for someone who thrives on coaching others, improving performance, and delivering exceptional customer outcomes while developing their own leadership capability within a growing operation.
Working directly with the Head of Customer Service, you will play a key role in shaping customer experience standards, driving operational performance, and creating a culture of accountability, engagement and continuous improvement.
This role is ideal for an ambitious individual looking to transition from senior advisor, coordinator or team leader level into a broader management position with genuine career progression opportunities.
What You’ll Be Responsible For
- Leading, motivating and developing a small team of Customer Managers to deliver outstanding customer experiences
- Supporting the day-to-day management of customer operations within a dynamic and fast-moving environment
- Driving performance against service, productivity and quality targets
- Coaching and developing individuals through regular feedback, mentoring and performance management
- Building strong working relationships with operational and field-based teams to ensure seamless customer journeys
- Taking ownership of escalated customer situations and supporting effective resolution management
- Identifying opportunities for process improvement and contributing to service excellence initiatives
- Supporting employee engagement, team wellbeing and a positive performance culture
- Producing and analysing performance data to identify trends and improve results
- Acting as a key support to the Head of Customer Service and contributing to wider departmental objectives
What We’re Looking For
- Experience within a customer service or customer operations environment
- Previous experience supporting or leading people, whether formally or informally
- Strong communication and interpersonal skills with the ability to influence and motivate others
- A proactive, organised and solutions-focused mindset
- Confidence managing competing priorities within a fast-paced environment
- Passion for delivering excellent customer service and improving team performance
- A genuine desire to progress your leadership career
Why Join Us?
This is more than just a management role — it’s an opportunity to build a long-term career within a business that values leadership, customer excellence and personal development.
You’ll gain exposure to operational leadership, strategic decision-making and cross-functional working, while being supported to grow into a senior leadership role in the future.
If you are ambitious, people-driven and ready for your next challenge, we’d love to hear from you
Pay: £34,000.00-£45,000.00 per year
Benefits:
- Canteen
- Company events
- Employee discount
- Free parking
- On-site parking
Work Location: In person
