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 Customer Champion (12 month maternity cover) to represent the customer, being their main point of contact throughout the lifecycle of their project. You'll see to it that the customers' needs are considered throughout, issue are fed back internally, and facilitate resolutions as and when 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'll 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 self-builders and commercial developers, from our two manufacturing sites, located in Scotland. The first 3 months a presence on site will be required (the role will be based out of Cumbernauld or Inverurie), however following that there will be the option to work on a hybrid basis, from either location. 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 prioritize workload, as well as strong analytical skills and attention to detail Flexible with ability to deal with high volumes PC literate (Word, Excel, Outlook, databases) alongside strong literacy and numeracy skills What you will be doing: You will be required to provide excellent customer experience and work collaboratively to ensure customer 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 Excellent time keeping 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 delivery an excellent customer experience Adopt and share best practice 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. From wherever you are, let your unique personality and our values guide you every day to invent a more sustainable world. 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