Customer Experience Lead

About the role:

Overseeing the running of Russwood’s offices, you will be responsible for the company’s first and last contact with customers, business partners and associates. You will oversee the smooth day-to-day running of offices and customer interactions to support the company’s daily operations.  

Line Manager – Joint Managing Director

To apply for this position please enclose a full CV and brief covering letter outlining your interest in this role to [email protected].

Accountabilities:

• Organization and coordination of events including, architect practice visits and CPDs, product launches, staff training, meetings, and celebration events. 
• Maintaining excellent customer service in all aspects from responding to internal and external customer enquiries, problem solving, managing customer expectations, and coordinating resolution management. 
• Identification and implementation of improvements and efficiencies in line with Russwood’s Continuous Improvement requirements. 
• Coordination of cover for the front of house team including supporting our haulage, reception and accounts teams during holidays, absences, and training where necessary.  
• Close liaison with supervisors and managers, for example, the finance and haulage supervisors to ensure adequate front-of-house cover and the production manager to ensure completion dates meet customers’ expectations. 
• Diary management. 
• Organizing and coordinating property improvements and maintenance across two sites in Newtonmore and Glasgow. 
• Procurement of office equipment, IT equipment, office stationery and general consumables. 

About you:

• You will have excellent organisational and time management skills and have exceptional attention to detail.  
• You will have experience working in a busy office space with proficiency in handling changing needs and priorities from a variety of stakeholders. 
• You will be able to undertake a variety of tasks simultaneously whilst maintaining calm and composed under pressure. 
• You will have strong communication skills liaising internally to ensure clear communication in regard to company updates, priorities and changes. 
• You will be an adaptable team player with the flexibility needed to support the wider team to meet the business priorities. 
• You will be a confident decision maker who is seeking continuous improvement in your own and your team’s performance. 
• You will have sufficient ICT literacy to deal with various technologies and programmes. 

Salary and benefits:

Salary starts from £31,824 – £33,150. 

42.5 hours per week Monday – Friday based from our Newtonmore or Glasgow Office (reduced and flexible working hours considered for the right candidate).

Russwood have a generous employee benefits package based on our 5 values;

Location: Newtonmore PH20 1AR

When you join Russwood, you do more than simply start a new job. You join a great team of people who seek excellence and quality through knowledge and innovation and support one another to achieve their goals whilst protecting the environment and community.

At Russwood we value diversity and equal opportunities. We are dedicated to creating an inclusive workplace for all.

Russwood are committed to their ISO Quality and Environmental procedures and expect all team members to adhere to these standards.

Full training will be given along with further learning and development opportunities throughout your time with Russwood. We value diversity and equal opportunities.

To apply for this position please enclose a full CV and brief covering letter outlining your interest in this role to [email protected]. Find out more about working at Russwood on our Careers page.