Company: Taylor Maxwell
Location: Edinburgh




Manage and support a team of Customer Service Co-ordinators in their daily operations.

This position is full time, permanent (35 hours per week, Monday to Friday).


  • Direct the daily operations of the customer service team
  • Plan, prioritize and delegate work tasks to ensure the effective running of the department
  • Analyse departmental KPIs to monitor customer service outputs
  • Handle complex and escalated customer service issues
  • Evaluate and performance manage customer service team members
  • Ensure that customer service team members are adhering to documented procedures
  • Escalate appropriately where there is a failure to adhere to procedure by other department team members
  • Identify and address customer service team training and coaching needs
  • Carry out customer service team appraisals and monitor absence
  • Coordinate and manage customer service projects and initiatives
  • Ensure invoice queries are processed and closed out within 5 working days
  • Assist with the implementation of supplier price increases
  • Manage the month end activity to ensure that the cut off deadline is achieved
  • Ensure that credit requests are properly processed in line with company procedures
  • Provide monthly QCR update to the IT Director
  • Attend regular Customer Service Managers Meetings
  • Monitor the Customer Service Coordinators put back performance and ensure that issues are escalated in line with the documented procedure
  • Monitor customer credit limits in line with company procedures
  • Any other duty deemed by the directors to be in the interest of the team in achieving its objectives


  • Well-developed telephone call handling skills
  • Must be able to communicate effectively and be polite but assertive when required in difficult situations
  • Ability to identify problems and be able to problem solve effectively
  • In depth knowledge of customer service principles and practices
  • Demonstrable strong organisational skills and speed of response
  • Ability to listen properly and to be patient when required
  • Able to work accurately and quickly
  • Ability to work under pressure and make correct decisions
  • Good skills in Word and general Windows environment
  • Evidence of building relationships with customers or suppliers
  • Over 3 years’ experience in similar roles
  • Must reside within reasonable commutable distance of the office


  • Knowledge of the construction industry
  • Relevant managerial experience within customer support or administration role
  • Degree educated or equivalent


  • Competitive salary
  • 25 days holiday, increasing with years of service
  • Holiday purchase scheme
  • Annual company bonus scheme
  • Pension scheme
  • Life insurance
  • Office parking
  • Cycle to work scheme

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