Job Title: Customer Services Team Leader
Location: We are seeking a Customer Services Team Leader to join the team here at ROCKWOOL UK our offices in Pencoed, South Wales.
Ready to help build a better future for generations to come?
In an ever-changing, fast paced world, we owe it to ourselves and our future generations to live life responsibly. At ROCKWOOL, we work relentlessly to enrich modern living through our innovative stone wool solutions.
Join us and make a difference!
Role Summary:
You will be leading and developing the team which focuses on supporting customers and other key stakeholders across the UK and Republic of Ireland, ensuring that orders are fulfilled in the correct quantities and at the right time.
What you will be doing:
- Ensuring that stakeholders relationships are managed in a professional and proactive manner by monitoring team and individual performance in key areas that include but is not limited to customer satisfaction, pricing adherence and resource deployment
- Undertaking daily team meetings and regular 1-to-1 reviews with team members to ensure operational activity is being achieved
- Completing annual performance reviews of team members in line with ROCKWOOL procedures and policies
- Ensuring that orders are processed correctly and accurately by the team and that customers are supported through the order placement and fulfilment process
- Managing credit and debit requests for the team, ensuring that thorough investigations have been carried out
- Liaising with the sales team colleagues to ensure that customers receive high standard of service
- Developing professional relationships with customers, while promoting a long-term value-adding partnership
- Demonstrating effective coaching as a tool to motivate and engage the wider team
- Managing performance and attendance of the team in line with ROCKWOOL UK HR policies
What you bring:
- Previous experience with a customer service position
- Capability of communicating effectively with the team and directing when needed
- Good organisation and prioritisation skills
- Experience of leading teams
- Good IT skills including Microsoft Office, CRM and SAP
- Proactive and enthusiastic approach to work
What we offer:
- Competitive Salary
- 30 days annual leave + Bank Holidays
- Company Pension Scheme (Aviva)
- Westfield Health Cashback Scheme
- Life Assurance X3 annual salary
- Enhanced Sick Pay Scheme
- Subsidised electric vehicle charging facilities
Who we are:
We are the world leader in stone wool solutions. Founded in 1937 in Denmark, we transform volcanic rock into safe, sustainable products that help people and communities thrive. We are a global company with more than 12,000 employees, located in 40+ countries with 51 manufacturing facilities… all focused on one common purpose – to release the natural power of stone to enrich modern living.
Diverse and Inclusive Culture:
We want all our people to feel valued, respected, included and heard. We employ 79 different nationalities worldwide and are committed to providing equal opportunities to all employees, promote diversity, and work against all forms of discrimination among ROCKWOOL employees.
At ROCKWOOL, you will experience a friendly team environment. Our culture is very important to us. In fact, we refer to our culture as “The ROCKWOOL Way”. This is the foundation in which we operate and is based upon our values of ambition, responsibility, integrity and efficiency.
Interested?
Would you also be proud to enrich society like we do? Apply now to join us improving modern living conditions for millions of people worldwide.
Closing Date: 16th March 2025
What We Do
We release the natural power of stone to enrich modern living.
ROCKWOOL Group is a focused industrial company with leading positions in insulation, acoustic ceilings and horticultural growing media based on proprietary stone wool technology. We harness the properties that nature has given us to create products for quality living.
Our products touch most aspects of everyday life. We offer carefully designed, innovative sustainable solutions for your comfort, safety and for the benefit of the environment.
ROCKWOOL Group's business portfolio consists of:
* ROCKWOOL® insulation solutions for buildings.
* ROCKWOOL® technical insulation solutions to both industry, marine and offshore.
* ROCKWOOL® core solutions tailor made stone wool products to be integrated into finished systems.
* Rockfon® acoustic ceilings and wall solutions.
* Rockpanel® cladding material.
* Grodan® growing media solutions for plants.
* Lapinus® solutions for applications such as friction, water management, tracks, coatings, gaskets.
At ROCKWOOL Group, we are committed to enriching the lives of everyone who experiences our product solutions. Our expertise is perfectly suited to tackle many of today’s biggest sustainability and development challenges, from energy consumption and noise pollution to fire resilience, water scarcity and flooding. Our range of products reflects the diversity of the world’s needs, supporting our stakeholders in reducing their own carbon footprint along the way.
Stone wool is a versatile material and forms the basis of all our businesses. With around 12,200 colleagues in 40 countries, we are the world leader in stone wool solutions, from building insulation to acoustic ceilings, external cladding systems to horticultural solutions, engineered fibres for industrial use to insulation for the process industry and marine & offshore
