Customer Relations Manager

Job Title: Customer Relations Manager (Santa Fe)
Reference No: CRM/01.18
Location and Shifts: Lisburn, Day Shift
Job Type: Permanent, Full Time
Date of Advertisement: Monday, 8th January 2018
Closing Date: Friday, 19th January 2018


The successful applicant will have overall responsibility for the day-to-day management and output of Team Managers and Customer Service Representatives dealing with a high-end Quality Product.


  • Improve the Customer Experience.
  • Display the highest level of both verbal and written communication with the internal/external customer.
  • Build a positive team culture with strong staff engagement.
  • Lead, motivate, develop, and appraise staff performance to ensure they are maintaining and exceeding customer’s expectations.
  • Achieve Customer Service objectives by working with the wider team, ensuring objectives are reviewed and met, identifying trends, determining systems improvements, implementing change.
  • Managing customer issues, minimising the impact to both the customer, end user, and the business.
  • Ensure staff are upskilled through evaluation, development, and training.
  • Ensuring staffing levels are maintained in order to meet customer demands.
  • Liaising with the suppliers to ensure required quality standards are met, escalating and trending quality issues back to root cause and actioning accordingly.
  • Manage the process for remote scheduling for Shutter fitting for UK and Ireland.
  • Working closely with the Logistics Manager to ensure containers are running to schedule and outbound deliveries are despatched as per ISO documentation.
  • Structuring timelines with both suppliers and in-house production.
  • Working closely with Credit Control to ensure customers credit limits are not exceeded.
  • Developing Processes and Procedures to meet the business needs, and ongoing changes.
  • Ensuring direct reports are adhering to the processes and procedures.
  • Monitoring response times to both Customer and End Users.
  • Promote, champion and achieve a Right First-Time ethos.
  • High emphasis on attention to detail and quality focus.
  • Preparation of Headcount Budget and monitoring of overheads against Department.


  • Minimum of 5 years management experience within a Customer Services Role.

  • Ability to make decisions and strong problem-solving skills.

  • High standard of computer literacy.

  • Previous experience in effective planning, organisation and development of a customer services team.

  • Experience of developing team members to improve their skill set.

  • Experience of working within a busy, fast paced, demanding environment with the ability to work accurately and within strict timeframes.

  • Experience of working to a Quality Management system.


  • Experience in working within a manufacturing industry.
  • Experience in Change Management and Process Improvements.
  • Experience in working to Quality Standards i.e. ISO 9001/14001.


  • Please forward your CV and covering letter demonstrating how the above criteria are met to
  • Candidates should outline their salary expectation for the post.
  • Closing date for receipt of completed applications is Friday, 19th January 2018.

To apply for this job email your details and CV to