Customer Champion

Customers want to be heard, especially when the majority of ours are building their dream home! At Scotframe, we are looking for a temporary Customer Champion (initially for a three-month FTC) to represent the customer, being their main point of contact throughout the lifecycle of their project.

You will ensure that the customers' needs are considered throughout, issues are fed back internally, and facilitate resolutions as necessary. Your role will have a big focus on relationship management. Given the nature of the projects, the role can be incredibly rewarding; whilst there is structure to the role, a certain amount of time you will be thinking on your feet and reacting to what is thrown at you. This position will suit someone who likes to be kept on their toes and work with agility.

In short, Scotframe manufactures and supplies timber frame kits to commercial developers from our manufacturing site in Scotland. You can work out of either Cumbernauld or Inverurie and will be office-based for the duration of the 3-month FTC. There may be an opportunity for a permanent role following this, at which time we could facilitate a hybrid working model.

What we’re looking for:

• Excellent customer relationship skills with the ability to develop positive customer relationships to enhance business performance
• Previous experience of dealing proactively with customers, ideally in a customer-focused role (customer service, looking after key accounts etc.)
• Strong communication skills and able to communicate effectively at all levels, especially over the phone
• Effective questioning and listening skills to identify customer requirements
• Ability to work on own initiative, as well as being a team player
• Strong organisational skills and ability to prioritise workload, as well as strong analytical skills and attention to detail
• Flexible with the ability to deal with high volumes
• PC literate (Word, Excel, Outlook, databases) alongside strong literacy and numeracy skills

What you will be doing:

• Provide excellent customer experience and work collaboratively to ensure customers are kept up to date with progress and all customer queries (post-milestone) are resolved and feedback is shared with the business.
• Build strong relationships with customers to make them feel valued.
• Ensure excellent timekeeping, ensuring customers are kept up to date with progress (project tracker updated to keep track of this activity).
• Liaise with customers via phone, email, or in person.
• Resolve customer queries and complaints using problem-solving techniques.
• Work collaboratively with all departments to ensure we succeed in delivering an excellent customer experience.
• Adopt and share best practices to ensure continuous improvement (recorded on our Opportunity for Improvement system).

Are Scotframe and Saint-Gobain inclusive employers? Saint-Gobain is the worldwide leader in light and sustainable construction, improving daily life through high-performance solutions. We understand that a diverse workplace is not only a more enjoyable place to be but also facilitates better decision-making and innovation. So, whoever you are, and whichever Saint-Gobain business you join, you can be sure of a warm welcome with us.

And what about flexibility? The world of work is changing. At Saint-Gobain, we’re always open to new ways of working. Everyone has different needs and commitments. We’ll happily discuss any need you might have for this role: flexible hours, job-sharing, part-time working, or anything else that matters to you. We can’t promise to meet every request when we’re recruiting, but we do promise to listen.

If you match our criteria, we will be in touch to discuss your experience and more about you as a person. We look forward to hearing from you!