Customer Quality and Service Manager

Hours: 9.00am – 5.00pm Monday to Friday

Salary: Competitive

Location: Melksham, Wiltshire

Job Type: Permanent

Customer Quality and Service Manager

G Plan, Wiltshire

A great opportunity has arisen to join an iconic British brand and a dynamic team with big plans!
We are seeking a Customer Quality and Service Manager to join our G Plan Customer Service team at this exciting time of growth.

We’ve been around since 1953, so we know a lot about making the perfect sofa – but we certainly don’t just sit back and rest on our laurels. We strive to improve at every opportunity, driving the business forward and evolving the brand. We are guardians of our heritage but embrace the very latest in technology and innovation from design to manufacturing.

As a key member of our Customer Service function, you will work alongside the Customer Service team and your operational colleagues in our purpose-built Wiltshire head office and manufacturing facility. The heart of the organisation, this is where we proudly hand-make every single G Plan sofa and chair. A G Plan sofa is an investment piece and our consumers know they are buying a sofa designed with the values of enduring comfort and quality at its core.

You will manage the customer operations team to deliver best in class customer service to our retailers, customers and prospective customers.  You will be a brand ambassador and drive continuous improvement of product quality across the business through feedback from the voice of the customer.

Within this varied role you will: –

  • Provide overall strategic direction and management of the Customer Operations Team to ensure that the workload is completed in an effective manner and in line with production plan dates.
  • Own and manage the complaint process to ensure best in class for complaint handling and aim for customer satisfaction with every interaction.
  • Maintain a customer feedback database ensuring it delivers data on all customer complaints that can be fed back to the wider business and aid product and process improvement.
  • Determine targets and measure customer and consumer satisfaction and create actions to improve against these measures. Report regularly and proactively on key measures set and progress against them.
  • Work with the Customer Operations Manager to ensure appropriate weekly reports are supplied to major accounts and for business insight/business performance purposes.  Proactively analyse data to seek opportunities and identify risks.
  • Monitor all customer and consumer facing materials for accuracy and appropriateness.
  • Support the Customer Operations team to handle problematic/escalated customer queries to ensure that our customer service levels are exemplary.
  • Ensure the Customer Operations Team are suitably trained and developed to allow them to achieve personal and business objectives.
  • Help negotiate discounts/allowances where necessary.
  • Work with the Customer Operations Manager to manage, monitor and review the costs and performance of outside contractors (Upholsterers).


Applicants will possess the following key skills: –

  • Proven track record within a similar role, ideally working for a brand.
  • Extensive complaint handling experience.
  • Flexible and professional approach.
  • Strong communication and people management skills.
  • Tenacious, with a hunger for excellence.
  • Ability to analyse and report data.
  • Advanced Microsoft Excel skills.
  • Ability to train/coach mentor.

Apply now