Job Title: UK Customer Service Manager

Knauf stands for opportunity. We know that opportunity looks different to each person, and we are proud that we see opportunity in everyone. This exciting role within Knauf Insulation in the Customer Service Team could be the perfect next opportunity for you to build a unique career, in a values-led culture with a clear purpose of making tomorrow a home for all of us. We are a global manufacturer of construction materials and within our Group, our 41,500 team members in 90 countries across 300 sites provide a huge opportunity for anyone with ambition and energy. We value everyone's contribution equally and we ask that you bring your whole self to work, to enrich the business further, as together we achieve more in a safe and inclusive environment.

Knauf Insulation is proud to be part of the Knauf Group. ….. To learn more about the business, click here.

Can you say ‘yes’?...

• Do you enjoy supporting and leading others? 
• Do you thrive in managing and developing Customer Service processes?
• Do you have a Continuous Improvement mindset? 

As our Uk Customer Services Manager, you will lead, develop and support the UK Customer Service Team as they fulfil their daily operational activities in line with service expectations and company values. You will also manage day-to-day business by organising daily workload in line with available resource and capability, ensuring that all processes and documentation are in line with our Order to Cash process and acting as a first escalation point for operational issues.

What you’ll be doing…

• Manage operational performance to ensure targeted levels of service and productivity are delivered with a customer-centric approach..
• Ensure that tasks are allocated correctly in line with resource availability and capability
• Prioritise regular 1-2-1 catch-ups to support wellbeing, empowerment and development of individual team members.
• Gain and maintain understanding of all UK Order to Cash and Integrated Customer Contact Centre processes in line with SOPs. 
• Be the first escalation point for all operational issues or enquiries from internal key stakeholder groups (e.g. UK Customer Service Team, Commercial Team, Warehouse Ops, Logistics Partners and Finance Team)
• Contribute to identification of project opportunities in line with Regional KINE Strategy, and the wider KI Group Strategy
• Actively gain and maintain understanding of our CI Framework and, particularly the role of Leadership in CI in order to provide support to our CI journey

A full role profile is available upon request from HR/Talent Acquisition.

What we’d love for you to have:

We are interested in you as a person, your attitude, behaviours and values. If you have the willingness to learn anything you need for the role that you don't already have, we'd love to speak to you.

If you have any of the following – this would be an added advantage:

• Extensive experience in a combined Customer Service & Logistics Manager role
• Track record of developing teams and individuals
• Excellent communication skills
• SAP Proficiency
• Ability to interpret and use data effectively 

We'll provide:

• Enhanced Holiday Pay – 33 days including bank holidays plus the opportunity to purchase more
• 16 weeks Company Sick Pay after 3 months of service
• Group Income Protection
• Enhanced Maternity, Paternity and Adoption packages
• Life Assurance – 4 x annual salary
• Defined Contribution Pension Scheme
• Staff Bonus Scheme
• Career Progression Routes
• Employee Assistance Programme through Health Assured
• Westfield Health Cash Plan
• Perkbox
• Access to Costco Membership
• Wickes Employee Purchase Scheme
• On site Gyms
• Wellbeing Initiatives and Mental Health First Aiders
• Car Salary Sacrifice Scheme
• Cycle to work scheme
• On site Car Charging Points

What happens next?

We appreciate that your time is precious and applying for a new job can be a lengthy process, so we will reply to your application ASAP.