Job Description

Senior customer services manager

Department: Customer Service

Employment Type: Full Time

Location: Chesterfield

Reporting To: Brad Mitchell

Description

SolidCor is on a mission to make volume fire door replacement possible within days — enabling the industry to rapidly achieve compliance and community safety in every building. Born out of the urgent need for change following the Grenfell disaster, we have built the fastest production times in the industry and the widest range of primary-tested fire door configurations. We are growing fast and we are looking for A-players to help us get there.

We are passionate about getting things right and obsessed with quality. Our products are safety-critical — when a fire door fails, the consequences are real. We need a Senior Customer Services Manager who understands that standard and holds it without compromise.

We are looking for a Senior Customer Services Manager to lead and own the customer services function at our Chesterfield factory. You will set the standard for how SolidCor communicates with and supports its clients — building a team and processes that ensure every client interaction is professional, responsive, and reflects the quality of our product.

This is a hands-on leadership role. You will manage the team day-to-day, resolve complex client issues, own key account relationships, and drive continuous improvement across everything that touches the customer experience.

Key Responsibilities

• Lead, develop and manage the SolidCor customer services team — setting standards, running day-to-day operations, and building a high-performing function that clients trust.
• Own the end-to-end customer experience for SolidCor’s client base — from order placement and scheduling through to delivery, installation, and post-delivery support.
• Act as the senior escalation point for complex client queries, complaints, and issues — taking ownership and driving resolution quickly and professionally.
• Build and maintain strong relationships with key clients, acting as their primary point of contact and ensuring their experience with SolidCor is consistently excellent.
• Monitor and manage order fulfilment communication, keeping clients informed of progress, lead times, and any changes to schedule.
• Work closely with the production, dispatch, and logistics teams to ensure client expectations are aligned with operational reality and that issues are flagged and resolved proactively.
• Develop and implement customer services processes, systems, and reporting — tracking KPIs including response times, resolution rates, and client satisfaction.
• Drive continuous improvement across the customer services function, identifying recurring issues and working with internal teams to fix them at source.
• Support the commercial team with client onboarding, account administration, and the management of client documentation and records.
• Report on customer services performance to the senior leadership team, providing insight on client satisfaction, issue trends, and team output.

Skills, Knowledge & Expertise

• An A-player mindset — high standards, extreme ownership and the drive to do things properly, the first time.
• Proven experience leading a customer services team in a manufacturing, production, or logistics environment.
• Strong track record of managing client relationships and resolving complex complaints professionally and effectively.
• Excellent organisational skills — able to manage a high-volume, fast-moving operation without dropping the detail.
• Natural leader and team developer — experienced in setting standards, coaching, and getting the best out of a team.
• Clear and professional communicator — confident dealing with clients, internal stakeholders, and senior leadership.
• Data-driven — comfortable tracking KPIs, producing reports, and using insight to drive improvement.
• Proficient in Microsoft 365 and comfortable using order management or CRM systems.
• Experience in a fire door, joinery, construction products, or building materials environment (preferable).
• Chesterfield-based and available full time.

Job Benefits

This is a chance to lead the customer services function at one of the UK’s most exciting fire door manufacturers — building a team and a standard that clients notice and trust. At SolidCor, we ask a lot — and we give a lot back. The hours are real, the standards are high and the work is demanding, but for those who show up, deliver and go the extra mile, the rewards follow. A-players here enjoy a competitive salary, a Personal Development Plan with ongoing training and mentoring, unlimited holiday, a bonus scheme paying up to 50% of annual salary, enhanced maternity and paternity, lunch, snacks and refreshments on us every day (fresh fruit and Takeaway Friday included), a team social budget, cycle to work, an auto enrolment pension, two major company events a year and our Reward and Recognition scheme — including European mini-breaks for those who go above and beyond. It is a collaborative, high-energy environment focused on doing things the right way — and none of it is a perk for showing up; it’s what we share with the people pulling the business forward.

SolidCor is an equal opportunity employer. We consider all applicants for employment regardless of age, disability, sexual orientation, gender identity, family or parental status, race, colour, nationality, ethnic or national origin, religion or belief. We want everyone who works with us to feel valued and to make a difference.