Customer Service Specialist in London

Polypipe Building Services specialises in providing engineered above ground drainage and water supply systems. We leverage offsite fabrication to design and deliver solutions to mechanical and public health engineers, M&E contractors, as well as local authorities. Polypipe Building Services houses the well-known industry brand Terrain and has been delivering systems to commercial, high-rise residential, healthcare, education, and leisure projects for over 50 years.

Part of the Genuit Group, we combine long-term stability with a culture built on teamwork, accountability, and continuous improvement. We encourage fresh ideas, invest in development, and are committed to creating a safe, inclusive, and supportive workplace where everyone feels like they belong.

Role: As Customer Service Specialist, the successful candidate will be responsible for all aspects of processing customer orders and queries for the Polypipe Building Services, Effast, and International businesses. You will be working cross-functionally where business needs arise. You will be responsible for delivering a smooth, seamless customer experience every time and at all stages of the customer’s journey. This is a Fixed Term contract expected to last until the end of August 2026.

Key Responsibilities:

• Manage customer orders accurately and efficiently (manual and EDI), ensuring deadlines are met and deliveries are scheduled across UK and international markets in line with business requirements.
• Take ownership of the full customer journey, from order entry through to after-sales support, ensuring a seamless experience and identifying opportunities for continuous improvement.
• Confirm orders, resolve discrepancies, and proactively handle customer queries, providing timely updates to maintain high levels of customer satisfaction.
• Communicate effectively with internal and external stakeholders at all levels to ensure smooth coordination and service delivery.
• Provide comprehensive support to external sales teams to manage customer accounts, strengthen relationships, and identify opportunities to develop existing business.
• Monitor scheduled dispatch dates, proactively follow up on stock requirements, and ensure compliance with OTIF (On Time In Full) performance targets.
• Identify customer needs and collaborate with internal departments to maintain and enhance the overall customer experience.
• Gather and analyse customer feedback, turning insights into actionable improvements and identifying new after-sales opportunities.
• Work closely with the Internal Sales & Business Development Manager to drive and implement continuous improvement initiatives.

Skills & Requirements:

• Existing knowledge of the supply chain/customer service environment for both UK and International markets preferred.
• Adaptable in approach and keen to learn new skills in a team environment.
• Excellent interpersonal skills and a customer-centred approach.
• Commercial awareness.
• Able to demonstrate good organisational and time management skills.
• Knowledge of customer engagement platforms and channels.
• Professional approach and have an excellent work ethic and team working atmosphere.
• Experience in gathering and interpreting customer experience information.
• Can-do positive approach, supporting both customers and internal colleagues to meet the business strategy.
• Ability to build relationships, listen, and think creatively to find suitable solutions to any issues.
• Customer focused and passionate about what we do, enjoys collaborating and welcoming new challenges and appreciating change.

Working Hours & Benefits:

• Monday - Friday, 37.5 hours.
• Contributory pension scheme - matched up to 8%.
• Save as you earn Sharesave Scheme.
• Cycle to work scheme.
• Various health & wellbeing initiatives including complimentary occupational health on-site physiotherapy and counselling services.
• Staff discount on all Genuit Group products.
• Free on-site parking.

Here at the Genuit Group, we recognise and develop the contribution our people make to the Group’s success and are committed to attracting talent from the widest pool. We have a role to play in making the built environment more sustainable, building a low carbon business ourselves as well as delivering sustainable solutions at scale. At Polypipe, we recognise the contribution our people make to our success and are committed to attracting talent from a wide and diverse pool. Our people are the heart and soul of our business, and we know that they are the key to ensuring our long-term sustainability, enabling us to be flexible and responsive to the needs of our customers and the wider construction industry, and we offer rewarding career opportunities to individuals who share our values and are passionate about making a positive impact. And that is why we are passionate about developing a culture of trust and innovation, one that values and celebrates the contributions of each and every team member. It is our people who will ensure that our success is sustainable, supporting each other and being flexible and responsive to the demands of our customers and the marketplace.