OnSite Support Ltd
Customer Excellence Manager
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Company Description
OnSite Support has protected people on UK construction sites since 1976. Fifty years on, we're a partner to the built environment sector, not just a supplier. With more than 4,200 product lines, 70,000+ deliveries a year, and a next-day delivery commitment, everybody matters isn't just our slogan. It's how we hire and how we work.
Primary Role Purpose
Responsible for leading the end-to-end customer experience, this role ensures customers receive accurate, timely, and professional service at every touchpoint — from order placement to delivery and aftercare.
The Customer Excellence Manager drives service standards, manages the Customer Service team, resolves escalations, and leads continuous improvement initiatives that enhance satisfaction, retention, and operational efficiency. Working closely with Sales, Operations, and Commercial teams, the role ensures the business delivers a consistent, reliable, and differentiated customer experience.
Key Responsibilities
Customer Service Leadership
- Lead, coach, and develop the Customer Service team to deliver exceptional service across all customer interactions.
- Set clear service standards, response times, and communication expectations.
- Ensure accurate order entry, proactive communication, and timely resolution of customer issues.
- Manage escalations professionally, ensuring root-cause analysis and corrective actions.
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Operational Service Performance
- Monitor key service KPIs including response times, order accuracy, complaint rates, and resolution times.
- Work with Operations to resolve service failures, delivery issues, and stock-related challenges.
- Ensure customer-specific requirements (e.g., compliance documentation, delivery instructions, portal updates) are met consistently.
- Oversee returns handling, credit processes, and service recovery actions.
Cross-Functional Collaboration
- Partner with Sales to support onboarding, retention, and growth of key accounts.
- Work with Procurement and Operations to ensure product availability and communication around shortages or substitutions.
- Collaborate with Marketing to ensure customer-facing materials are accurate, compliant, and aligned with brand standards.
- Provide customer insights to support product/category development and commercial decision-making.
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Systems, Processes & Compliance
- Ensure CRM, ERP, and customer portals are used effectively and accurately by the team.
- Maintain strong documentation and audit trails for customer interactions, complaints, and resolutions.
- Ensure all customer communications reflect PPE compliance requirements.
- Lead or support system improvements that enhance service efficiency and accuracy.
Team Development & Culture
- Build a culture of customer-centricity, professionalism, and continuous improvement.
- Identify training needs and develop structured development plans for team members.
- Promote knowledge sharing on PPE product categories, compliance, and customer-specific requirements.
Experience
- Previous experience in a customer-facing role within a fast-paced environment.
- Experience in leading a customer-facing team.
The above list is not exclusive or exhaustive; post holder is expected to be professional, cooperative, and flexible in line with the needs of the post, department, and the needs of the business.
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