About Us
If you are looking for your next role in an energetic, lively, and ambitious company, this role is for you. We are entering an exciting phase of our development, enhancing our customer base while putting strong foundations in place for sustainable market growth. At the same time, we are focusing on the next phase of our people development, building the capability, culture, and support that will help our teams thrive and reach their full potential.
Victorian Sliders has already established itself as a prominent and reputable leader in the field of sash windows manufacturing. With remarkable expansion history and a steadfast commitment to excellence, we have become synonymous with quality, innovation, and craftsmanship in the industry. We now want to take this further and require exceptional people to enhance our team.
Victorian Sliders is also evolving in the recycling industry, committed to sustainability and environmental responsibility. We specialise in the recycling of PVC materials, contributing to the reduction of waste and the promotion of a circular economy. We are committed to maintain a minimum of 33.6% recycled content in our Sash window profile.
Job Summary
This role serves as the frontline representative of the business, delivering exceptional customer service and support. It plays a critical part in maintaining positive customer relationships by effectively addressing and resolving complaints through timely responses and clear communication, ensuring high levels of customer satisfaction.
Shift pattern - Monday - Friday 8.30am - 5pm with 24 days holiday plus bank holidays.
Responsibilities
Complaint Response & Insights
- Support the Customer Care Manager in achieving agreed response time targets for customer complaints.
- Identify and share insights from complaints to drive business improvements.
Case Management & Reporting
- Ensure all customer complaints are accurately logged, tracked, and managed from initiation through to resolution.
- Maintain clear and detailed records to support analysis of trends and continuous improvement initiatives.
Customer Experience Excellence
- Deliver an industry-leading customer experience through effective communication and collaboration with internal and external stakeholders.
- Handle customer interactions professionally, empathetically, and efficiently.
Stakeholder Collaboration
- Work cross-functionally to resolve customer issues and improve service delivery.
Continuous Improvement
- Actively contribute to building a culture of continuous improvement by sharing feedback, ideas, and best practices.
Personal Development
- Take ownership of personal development by identifying skill gaps and working with management to enhance training and product knowledge.
Team Contribution
- Be an engaged team player, supporting colleagues and contributing positively to team performance and morale.
Continuous Improvement
Being an active participant and team player in the positive development and growth of a continuous improvement culture.
- Actively contribute to the company’s continuous improvement efforts and embrace a culture of collaboration and innovation.
- Provide feedback on internal processes and take part in cross-functional projects to improve operational efficiencies.
- Drive company growth by continuously improving systems, processes, and collaboration between teams.
Company Values
We expect all of our employees to demonstrate and observe our Company Values
- Respectful Of our customers and colleagues across the business
- Ambitious Striving for continuous improvement in our careers, products and customer service
- Accountable For our actions in our roles and towards colleagues
- Open To sharing and hearing new ideas, opinions and feedback
- Committed To working as a team to deliver our best results
- Proud To be a part of the company
This job description is not meant to be exhaustive and you may be required to do other duties that are deemed reasonable
Essential
- Previous experience in customer service or complaint handling
- Excellent communication and interpersonal skills
- Strong problem-solving and complaint resolution abilities
- High attention to detail and organisational skills
- Ability to manage multiple cases and meet deadlines
- Customer-focused mindset with a commitment to service excellence
- Ability to work collaboratively across teams
Desirable
- Experience using CRM or case management systems
- Relevant customer service training or certifications (desirable)
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We are committed to protecting the privacy and security of your personal information. Any personal data you provide in relation to this job application will be processed in accordance with the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018.
Your information will be used solely for the purpose of assessing your suitability for the role, communicating with you during the recruitment process, and fulfilling any legal or regulatory requirements. We will not share your data with third parties for marketing purposes.
If your application is unsuccessful, we may retain your personal data for up to 6 months in line with our retention policy, after which it will be securely deleted. If you would like your data to be deleted sooner, please contact us at [email protected].
For more details on how we handle your data, your rights under data protection law, and how to exercise them, please request our Privacy Notice from [email protected]
Job Types: Full-time, Permanent
Pay: £27,694.00 per year
Work Location: In person
