At a Glance
- Tasks: Lead a team to deliver exceptional customer service and enhance the customer experience.
- Company: Join OnSite Support, a trusted partner in the UK construction sector since 1976.
- Benefits: Competitive salary, career development opportunities, and a supportive work culture.
- Other info: Be part of a dynamic team focused on continuous improvement and customer-centricity.
- Why this job: Make a real impact by improving customer satisfaction and driving service excellence.
- Qualifications: Experience in customer service and team leadership in a fast-paced environment.
The predicted salary is between 42750 - 52250 £ per year.
Company Description : On Site Support has protected people on UK construction sites since 1976.
Fifty years on, we're a partner to the built environment sector, not a 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
- 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.
- 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.
- 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, co-operative and flexible in line with needs of the post, department and the needs of the business.
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Customer Excellence Manager in Crawley employer: OnSite Support Ltd
OnSite Support is an exceptional employer that prioritises a culture of customer-centricity and continuous improvement, making it an ideal place for a Customer Excellence Manager. With a commitment to professional development and a collaborative work environment, employees are empowered to lead initiatives that enhance customer satisfaction and operational efficiency. Located in the heart of the UK construction sector, OnSite Support offers unique opportunities to make a meaningful impact while being part of a team that values every individual.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Excellence Manager in Crawley
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at OnSite Support Ltd. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like OnSite Support Ltd before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Customer Excellence Manager in Crawley
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to OnSite Support Ltd:Your cover letter is your chance to shine! Tell us why you want to work at OnSite Support Ltd specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at OnSite Support Ltd!
How to prepare for a job interview at OnSite Support Ltd
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
