Courtney Smith

Main Purpose of Role: To lead the Customer Service and Technical Support teams, ensuring an exceptional customer experience whilst maximising sales opportunities and supporting business growth. The role is responsible for managing customer enquiries, quotations, orders, technical support and complaints, whilst driving quotation conversion, improving team performance and delivering excellent service levels. Working closely with Sales, Operations, Production, Logistics and Finance, the Customer Service Manager will ensure seamless customer journeys and effective cross-functional collaboration. Key Tasks: Direct line management of the Customer Service and Technical Sales Team Lead, develop and motivate the Customer Service and Technical Support teams. Deliver exceptional customer service across all customer touchpoints. Manage reactive and proactive sales workloads to ensure responsiveness and efficiency. Maximise sales opportunities through effective handling and follow-up of enquiries and quotations. Monitor, analyse and improve quotation conversion rates and sales performance. Act as the escalation point for customer complaints and service issues, ensuring timely resolution. Work closely with external sales teams to support customer retention and revenue growth. Collaborate with Operations, Production, Logistics and Finance to deliver outstanding customer outcomes. Establish and monitor KPIs relating to customer service, conversion, productivity and customer satisfaction. Drive continuous improvement of processes, systems and customer experience. Key Measures of success Customer satisfaction and retention. Complaint resolution performance. Quotation conversion rate. Response and turnaround times. Sales order value generated through the customer service function. Team productivity and engagement. Effective collaboration with Sales, Operations and Finance. Key Requirements for Role: Ability to multitask and work to tight deadlines. Experience of managing, training, developing and supporting a team. A calm and professional manner at all times. Demonstratable sales and technical ability Health & Safety: Environmental: Every employee is responsible for their own safety and for the safety of others and has a duty to respect and implement the AWMS H&S Policy and the procedures for the activities that are applicable to their area of responsibility, regardless of the location of work. You will actively participate in the Near Miss reporting program and other continuous improvement projects as dictated by the business . As responsibilities will differ from role to role, all specific H&S responsibilities are clarified in the accompanying duty holder register, which is part of your H&S Induction on site. Every employee is also responsible for attempting to minimise their impact on the environment and preventing pollution by respecting and implementing the AWMS Environmental policy and procedures for the activities that are applicable to their area of responsibility, regardless of the location of work. Preferred Experience: Strong Customer Service Background Previous managerial experience Strong commercial acumen Ability to work under pressure in a commercial environment

The Role My client is looking to recruit an Area Sales Manager to develop sales across East Anglia and North London. Covering Norfolk, Suffolk, Cambridgeshire, Bedfordshire, Buckinghamshire, Essex, Hertfordshire and North London, you will be responsible for generating new business opportunities with contractors, developers and construction companies throughout the region. Selling a range of site safety products, this is a proactive field sales role where success will come from getting in front of customers, identifying projects and winning business. Leads will be generated through a combination of prospecting, project tracking and industry intelligence, with a strong emphasis on developing new accounts. The Company My client is a well-established manufacturer within the construction sector, supplying a comprehensive range of site security and safety solutions throughout the UK. They have built a reputation for quality, reliability and service whilst continuing to invest heavily in both their people and operations. They are recognised as a major player within their market and continue to experience strong demand across their product offering. The Person My client is looking for a driven and ambitious individual who is hungry to succeed and eager to build a long-term career in sales. They are deliberately open-minded regarding background and will consider candidates from across the construction industry. Whether you are already operating in a field sales position, working within an internal sales environment, or currently on a trade counter looking to take your first step into an external role, attitude and determination will be valued above sector-specific experience.