Lead Customer Service Representative
Arton Plumbing & Heating — Maidstone, Kent £28,000 - £30,000 per year (DOE) Full-
time, permanent — Monday to Friday, 37.5 Hours
Plus 5 -10% annual bonus based from company revenue targets.
About us
Arton Plumbing & Heating is a growing, well-established trade services business covering
commercial and domestic plumbing, heating, air conditioning, and bathrooms across Kent.
We’re investing in our team as we grow, and we’re now looking for a Lead Customer Service
Representative to help drive our office forward.
About the role
We’re looking for an experienced customer service professional to lead our CSR team,
based at our Maidstone office. You’ll take ownership of day-to-day customer service
delivery, support and develop the wider team, and help us keep improving how we handle
every customer interaction — from first enquiry through to job completion.
What you’ll be doing
- Leading and mentoring the customer service team, including training new starters
- Managing your own workload of customer calls, bookings, and enquiries
- Acting as the main point of escalation for more complex customer issues
- Working closely with management to improve processes, communication, and ways of working
- Helping monitor team performance and supporting regular check-ins with the team
- Collaborating with the wider office (parts, scheduling, engineers) to keep jobs running smoothly
What we’re looking for
- Proven experience in a customer service role, ideally with some supervisory or mentoring experience
- Confident, clear communicator who’s comfortable dealing with customers and colleagues alike
- Highly organised, with the ability to manage a busy and varied workload
- A proactive problem-solver who takes ownership rather than waiting to be told
- Experience in the trades, construction, or a similar service industry is a plus but not essential
What we offer
- Competitive salary of £28,000 - £30,000 depending on experience
- Annual bonus scheme (5-10%)
- A genuinely supportive team culture
- Opportunities to shape processes and progress as the business grows
- Full training provided on our systems and ways of working
Arton Plumbing & Heating, 2 James Whatman Court, Turkey Mill, Maidstone, Kent ME14 5PP
Pay: £28,000.00-£30,000.00 per year
Benefits:
- Casual dress
- Company pension
- Free parking
- On-site parking
Ability to commute/relocate:
- Maidstone ME14 5PP: reliably commute or plan to relocate before starting work (required)
Application question(s):
- Do you have previous experience in a customer service role?
- Do you have experience supervising, mentoring, or training other team members?
- What's your current notice period?
- Have you worked in the trades, construction, or a similar service industry before?
Experience:
- Customer service: 2 years (required)
Work authorisation:
- United Kingdom (required)
Work Location: In person
