At a Glance
- Tasks: Be the go-to person for clients, ensuring smooth project delivery and excellent customer experience.
- Company: Join Fleming Homes, a leader in timber frame design and manufacturing with 40 years of experience.
- Benefits: Enjoy a competitive salary, holidays, pension, and profit sharing.
- Other info: Hybrid work model available; great opportunity for career growth in an ambitious environment.
- Why this job: Make a real impact in a growing company while helping clients build their dream homes.
- Qualifications: Strong organisational skills and a positive attitude; experience in customer service or project coordination is a plus.
The predicted salary is between 40000 - 50000 £ per year.
- Based Duns / Scottish Borders - Hybrid / Possibly Remote for the Right Person
- Excellent Base Salary Plus Benefits
Based in Duns (beautiful Scottish Borders), GRW Talent is proud to be retained and partnering with Fleming Homes.
For 40 years they've been designing and manufacturing timber frames, while helping self-builders create homes that they are genuinely proud of; working closely with each customer; getting the details right; and building relationships that last long after the frames go up.
The business has recently invested in a new factory, which means more capacity, more ambition, and a genuine opportunity to take what they do into new markets.
They are now ready to start working with main contractors, small developers, and architects and need to make the key hire of a Customer Success Manager to help facilitate the growth and develop the leadership team.
Reporting into the Head of Operations, the Customer Success Manager is a new position at the heart of the client experience.
You'll be the main point of contact for our clients from the moment their order is confirmed right through to the day their timber frame is delivered - a familiar voice that they trust to keep things moving and answer their questions.
You'll map out each client's critical path, lock in delivery dates, and keep a close eye on everything that needs to happen and everyone who needs to make it happen to hit those critical dates.
Key responsibilities include
- Coordinating with our estimating, planning and building regulations, construction design, and operations teams to keep every project moving and on schedule.
- Issuing updated quotations to clients, prepared by our estimating team, and making sure clients understand any changes.
- Collecting and managing important documentation from clients, such as CDM information, so nothing holds up a project.
- Overseeing each client's shared project file ensuring it is accurate, up to date, and easy for them to navigate.
- Spotting early where a project risks falling behind schedule and communicating risks internally.
- Escalating issues should they arise internally with a focus on ensuring prompt resolution so that you can keep your clients updated.
- Keeping clients informed, reassured, and confident at every stage of their journey.
- Working closely with internal customers (each internal team) to ensure a smooth handover at each stage of the process.
Experience in timber frame, self-build, house building, or project/customer coordination in a technical environment is helpful, but your attitude and organisational ability matters more than a specific background.
We would welcome applications from customer success, customer service, planners and key account managers across engineered products, construction or installation and service backgrounds (energy, utilities, telecoms might work).
In all cases, you are able to employ modern methods to ensure best-in-class customer care and project management.
The business has invested massively in new capacity and equipment and is now looking at its people.
This role represents a superb opportunity to join a truly driven, hungry and ambitious business looking to expand into new markets and geographies.
Your excellent base salary of is supplemented by holidays, pension and company profit share.
We would ideally like this person to go to site as much as possible, so hybrid is preferred but we will consider remote candidates too.
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Customer Success Manager in Duns employer: T. FLEMING HOMES LIMITED
Fleming Homes is an exceptional employer located in the picturesque Scottish Borders, offering a dynamic work environment where innovation meets tradition. With a strong focus on employee growth and development, the company provides a competitive salary alongside benefits such as holidays, pension, and profit sharing. As a Customer Success Manager, you'll play a pivotal role in shaping client experiences while being part of a driven team that values collaboration and ambition, making it a rewarding place to build your career.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Success Manager in Duns
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at T. FLEMING HOMES LIMITED. 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 T. FLEMING HOMES LIMITED 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 Success Manager in Duns
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 T. FLEMING HOMES LIMITED:Your cover letter is your chance to shine! Tell us why you want to work at T. FLEMING HOMES LIMITED 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 T. FLEMING HOMES LIMITED!
How to prepare for a job interview at T. FLEMING HOMES LIMITED
✨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.
