Pearson Whiffin Recruitment Group
Estimator
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Estimator/Customer Excellence Manager
Location: Paddock Wood, Kent
Salary: £40,000–£55,000, negotiable depending on experience
Hours: 7:00am–4:30pm
Full-Time | Permanent
The Company
An exciting opportunity has become available to join a successful and established Kent-based manufacturing business. The company has built an excellent reputation for quality, reliability, and customer service. It offers a friendly, close-knit working environment with long-serving employees and a genuine commitment to looking after both its customers and its people.
This is an excellent opportunity to join a growing organisation where you can improve processes, develop a team, and make a visible impact on the overall customer experience.
The Opportunity
As Customer Excellence Manager, you will take ownership of the customer journey from the initial enquiry through to the preparation, issue, and handover of a quotation. You won’t necessarily be expected to produce all the technical estimates yourself. Instead, you will manage the customer-facing and workflow side of the estimating department, ensuring enquiries are allocated correctly, quotations are completed accurately, and customers are kept fully informed.
Previous experience within an estimating or quotation-based environment would be highly desirable, as it will help you understand the information, processes, and deadlines involved in producing accurate quotations. This position would suit an experienced Customer Service Manager, Internal Sales Manager, Estimating Manager, or Sales Support Manager who enjoys leading people, improving processes, and delivering an exceptional customer experience.
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What You’ll Be Doing
- Leading the customer experience throughout the enquiry and quotation process
- Managing incoming estimating enquiries and ensuring they are logged, prioritised, and allocated
- Monitoring quotation deadlines, team workloads, delays, and outstanding actions
- Ensuring customers receive accurate and professional quotations within agreed timescales
- Keeping customers updated and providing clear communication throughout the process
- Working closely with Sales, Estimating, Engineering, Production, Purchasing, and Commercial teams
- Identifying potential delays and taking action before they affect the customer
- Acting as the main escalation point for urgent enquiries, quotation delays, and service concerns
- Checking that quotations are clear, accurate, and right first time before being issued
- Managing and developing the customer excellence and estimating support team
- Allocating daily workloads and creating clear accountability across the department
- Conducting regular one-to-ones, performance reviews, coaching, and training
- Improving systems and processes to make the enquiry-to-quotation journey quicker and easier
- Using customer feedback and performance data to identify areas for improvement
- Reporting on response times, quotation turnaround, customer satisfaction, and team performance
What We’re Looking For
We are looking for a confident and highly organised manager with previous experience in customer service, internal sales, sales support, estimating coordination, or a similar customer-facing management position. Experience within estimating would be a major advantage, particularly within manufacturing, engineering, construction, or another technical environment.
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The successful person will ideally have:
- Previous experience managing a customer service, internal sales, estimating, or sales support team
- A good understanding of estimating and quotation processes
- Strong people-management skills, including coaching, delegation, and performance management
- Excellent written and verbal communication skills
- The confidence to manage customer expectations and resolve problems professionally
- Strong organisation, prioritisation, and workload-planning abilities
- Experience working to service levels, deadlines, and performance targets
- A proactive approach to improving systems and simplifying processes
- High attention to detail and a right-first-time mentality
- Good commercial awareness and an understanding of how service affects sales and customer retention
- Experience using CRM, ERP, or MRP systems
- Competence with Microsoft Excel and general business systems
The Package
- Salary of £40,000–£55,000, negotiable depending on experience
- Working hours of 7:00am–4:30pm
- 28 days’ annual leave including bank holidays
- Additional Christmas closure outside the standard holiday allowance
- Full-time, permanent position
- Minimal travel required
- Friendly and supportive working environment
- Opportunity to shape processes, develop a team, and make a genuine difference
If you are an experienced customer service or internal sales leader with knowledge of estimating who enjoys improving processes, developing people, and delivering an outstanding customer experience, we would love to hear from you.
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