Customer Service Operative- Housebuilder Accounts in Tamworth

Customer Service Operative- Housebuilder Accounts

Location Tamworth

Published 2 days ago

Closing in a month

This is a Permanent , Full Time vacancy.

The Vacancy

EPW2

Department: Customer Services / Key Accounts
Reports to: Sales Director
Key Relationships: Key Account Managers, Branch Managers, Housebuilder Site Managers, Technical Department and Logistics Teams

1. Role Purpose

We are seeking a highly organised, proactive and customer-focused Customer Service Operative to support the management and fulfilment of orders for our national and regional housebuilder customers.

The successful candidate will be responsible for processing housebuilder orders, coordinating with branches and site managers, and ensuring materials are delivered accurately, on time and in accordance with agreed construction schedules.

Working closely with the relevant Key Account Manager, the Customer Service Operative will play a critical role in maintaining excellent customer relationships, monitoring development progress and ensuring the smooth supply of products to housebuilding sites.

The role will also involve working with the Technical Department when house types, specifications or material requirements change, ensuring that all amendments are accurately recorded, communicated and implemented.

A key responsibility will be monitoring plot completions and supply progress, maintaining accurate records of plots supplied, plots remaining and future material requirements across each development.

The overall objective is to ensure that every housebuilder development receives the correct products, in the correct quantities, at the agreed time, while maintaining accurate visibility of outstanding plot requirements.

2. Key Responsibilities

A. Housebuilder Order Processing

• Receive, review and process orders from housebuilder customers accurately and efficiently.
• Ensure all orders are consistent with agreed specifications, house types, plot requirements and customer pricing.
• Confirm order details, product availability and delivery requirements with the relevant branch.
• Liaise with housebuilder Site Managers to confirm delivery dates, quantities and site-specific requirements.
• Maintain accurate records of orders placed, processed, dispatched and delivered.
• Identify and resolve order discrepancies before they impact delivery.
• Ensure all order amendments are accurately recorded and communicated to relevant departments.
• Take ownership of orders from receipt through to successful delivery.

B. Delivery Scheduling & Coordination

• Receive and review housebuilder build programmes and delivery schedules.
• Coordinate with branches and logistics teams to ensure orders are delivered in accordance with agreed schedules.
• Confirm delivery arrangements with Site Managers and relevant internal teams.
• Proactively monitor upcoming deliveries to identify potential stock shortages, delays or scheduling conflicts.
• Communicate any changes to delivery schedules promptly and accurately.
• Work with branches to resolve delivery issues and minimise disruption to site operations.
• Monitor outstanding orders and elevate risks to delivery commitments.
• Maintain clear visibility of upcoming delivery requirements across all allocated developments.

C. Housebuilder Plot Tracking & Development Monitoring

• Maintain accurate records of all allocated housebuilder developments.
• Monitor the total number of plots allocated to each development.
• Track the number of plots supplied and the number of plots remaining.
• Record the relevant house types and product specifications associated with each plot.
• Monitor plot release schedules and anticipated future material requirements.
• Update plot trackers regularly to reflect orders processed and deliveries completed.
• Identify plots that are overdue, delayed or awaiting material supply.
• Provide regular updates to Key Account Managers on development progress and outstanding opportunities.
• Highlight changes in development build rates that could affect future supply requirements.
• Support forecasting by providing accurate information on remaining plots and expected delivery schedules.
• Work closely with the relevant Key Account Manager to support housebuilder customer accounts.
• Provide regular updates on order status, delivery performance and development progress.
• Highlight potential customer issues, delivery risks or changes in site requirements.
• Support Key Account Managers with customer information, plot reports and development updates.
• Assist with resolving customer queries and ensuring agreed service levels are maintained.
• Identify opportunities for additional supply arising from new phases, developments or changes in plot allocations.
• Maintain accurate customer and development records within the CRM system.
• Support Key Account Managers in delivering excellent customer service and maintaining strong customer relationships.

E. Technical Coordination & House Type Changes

• Liaise closely with the Technical Department regarding house type specifications and product requirements.
• Coordinate requests for alterations to existing house types or specifications.
• Ensure changes to drawings, schedules, quantities or product specifications are reviewed by the appropriate technical colleagues.
• Communicate approved technical changes to branches, Site Managers and Key Account Managers.
• Ensure revised product requirements are reflected accurately in future orders.
• Maintain clear records of specification amendments and their effective dates.
• Identify potential supply issues arising from technical changes.
• Ensure superseded specifications are not used for future orders.
• Support the introduction of new house types and development phases.
• Act as a key point of contact for day-to-day housebuilder order enquiries.
• Build effective working relationships with Site Managers and customer contacts.
• Provide accurate information on order status, delivery schedules and outstanding materials.
• Respond promptly to customer enquiries and requests for amendments.
• Communicate proactively when delivery dates or product requirements change.
• Resolve routine customer issues and elevate more complex matters appropriately.
• Maintain a professional and customer-focused approach at all times.

G. Reporting, CRM & Administration

• Maintain accurate records of customer orders, development schedules and plot progress.
• Use the CRM system to record customer interactions, development information and follow-up actions.
• Maintain Excel-based trackers showing plots supplied, plots outstanding and anticipated supply dates.
• Prepare regular reports for Key Account Managers and management.
• Monitor order fulfilment, outstanding deliveries and customer service performance.
• Use Microsoft Outlook, Excel, Word and Teams for communication, reporting and administration.
• Identify opportunities to improve reporting accuracy and order processing efficiency.

Order Processing & Customer Service

• Previous experience in customer service, order processing, sales administration or account coordination.
• Experience managing multiple customer orders and delivery schedules.
• Strong organisational skills and attention to detail.
• Ability to prioritise workload and meet demanding deadlines.
• Confident communicating with customers and internal departments.
• Ability to identify potential problems and take proactive action.
• Strong problem-solving and administrative skills.

IT & Systems

• Good working knowledge of Microsoft Excel, including spreadsheets, formulas, filters and data management.
• Competent in Microsoft Outlook, Word and Teams.
• Experience using CRM or customer management systems.
• Confident using computerised order processing systems.
• Ability to maintain accurate records and manage multiple data sources.

Communication & Teamwork

• Excellent written and verbal communication skills.
• Ability to work effectively with branch teams, Key Account Managers and technical colleagues.
• Confident dealing with external Site Managers and housebuilder customers.
• Ability to work independently while contributing to wider team objectives.
• Professional, reliable and customer focused.
• Previous experience working with national or regional housebuilders.
• Experience within building products, construction materials or builders' merchant distribution.
• Understanding of housebuilder development schedules and plot release programmes.
• Knowledge of house types, product specifications and construction drawings.
• Experience coordinating deliveries to construction sites.
• Familiarity with uPVC building products, including fascia, soffit, guttering, cladding and associated materials.
• Experience maintaining plot trackers or development supply schedules.
• Understanding of construction site requirements and delivery constraints.

6. Personal Attributes

The successful candidate will demonstrate:

• Excellent organisation: Able to manage multiple developments, orders and delivery schedules simultaneously.
• Attention to detail: Ensures the correct products, specifications and quantities are supplied.
• Proactive planning: Anticipates future delivery requirements and potential issues.
• Accountability: Takes ownership of customer orders through to completion.
• Strong communication: Maintains clear and professional relationships with customers and colleagues.
• Teamwork: Collaborates effectively with Key Account Managers, branches and technical teams.
• Problem-solving: Identifies issues early and works to resolve them.
• Customer focus: Understands the importance of reliable supply to housebuilder construction programmes.

The Company

Epwin Group is one of the leading manufacturers and suppliers of low maintenance building products with some of the best-known manufacturing and service names in the sector.

We are one of the UK’s largest manufacturers and suppliers of windows, doors and fascia systems with some of the best-known manufacturing and service names in the sector.

The principal activities of the Group are the extrusion of PVC-U and roofline products as well as the manufacture of windows, doors, conservatories and sealed units. Group businesses also produce high quality cladding, guttering, decking and prefabricated GRP building components.

At Epwin, we believe our success has come from the hard work and dedication of our employee’s, we wouldn't be where we are today without them.

We take pride in our people

At Epwin, we believe our success has come from the hard work and dedication of our employee’s, we wouldn't be where we are today without them.

We’re interested in our future, constantly investing and innovating in new products, processes and our employee’s and we like to give back to our employee’s as much as they give us.

Telus Health (Lifeworks) is a confidential employee support platform to help employees and their family’s deal with life challenges.

Holidays

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