Head of Customer Service

Head of Customer Service
Competitive Salary, Car & Benefits inc Single Cover Private Medical Insurance
Hybrid - Elland/ South West/ Mells

Marshalls Civils and Drainage takes pride in crafting cutting-edge drainage solutions and versatile civil engineering products. A well-known companion in building a resilient, watertight foundation. Proudly a part of Marshalls plc , the UK’s leading supplier of hard landscaping, building, and roofing products. Join us as we build the future together! Join us as we embark on a journey of innovation and excellence, where your contributions will play a vital role in building a sustainable tomorrow.

We are now recruiting for a Head of Customer Service, a high impact leadership position, responsible for shaping, leading and inspiring our Marshalls Civils and Drainage internal sales and customer service functions.

You will embed a positive, transparent, “can-do” team culture that constantly strives to exceed our customers’ expectations whilst providing strong leadership and the delivery of a future-focused, integrated sales and customer service offer that provides exemplary customer service at all times.

So Whats the Mission?
As Head of Customer Service you will work closely with the Managing Director of Civils & Drainage and the wider senior team to ensure exemplary customer service and business growth in the water management and drainage markets. You will lead service improvements based on commercial metrics and customer survey feedback, responding to customer needs, whilst taking responsibility to develop and implement actions to remedy any shortfall in performance.

You will make a significant contribution in making Marshalls Civils and Drainage the supplier of choice.

Key Responsibilities:

• Strategic Leadership: Take overall responsibility for internal sales and customer service, fostering a transparent, positive, and high-performing culture that consistently exceeds customer expectations.

• Customer-Centric Delivery: Develop and deliver an integrated sales and service offer that ensures Product Availability, Right First Time, On-Time Delivery, Product Quality, and Service Excellence, positioning Marshalls as the supplier of choice.

• Commercial Accountability: Monitor and optimise cost-to-serve, margin, pricing, and sales performance metrics to drive profitability while balancing service excellence with operational efficiency.
• Market Expertise: Build deep knowledge of the water management and drainage sectors, staying ahead of competitor strategies, product positioning, and pricing to maintain competitive advantage.
• People Development: Lead, coach, and mentor Internal Sales Managers and Customer Service Team Managers, creating an environment where managers and their teams thrive, develop, and deliver best-in-class service.
• Continuous Improvement: Work closely with the Managing Director and senior leadership team to deliver service enhancements, leveraging commercial data and customer feedback to implement measurable improvements.
• Cross-Functional Collaboration: Build strong alignment with External Sales, Marketing, Design & Technical, Planning, and Logistics teams to deliver a seamless customer journey.
• Performance Excellence: Set and monitor KPIs, CRM reporting, and performance dashboards, ensuring customer service targets are met and exceeded through best practice systems and time management.
• Group Contribution: Play an active role within the wider Marshalls Group Customer Experience Team, sharing expertise and driving consistency across procedures, practices, and systems.

Mission Critical Skills
We are seeking an exceptional leader who combines commercial acumen, people leadership, and sector expertise to deliver outstanding customer service and commercial performance. The ideal candidate will have a proven track record of driving results in complex, customer-facing environments, ideally within construction, civils, or drainage.

Essential Attributes

• Inspiring Leadership: A natural leader with proven success in managing and motivating sales and customer service teams, creating a culture of accountability, engagement, and high performance.
• Customer Excellence: Demonstrated ability to design and deliver outstanding service propositions, using customer feedback and data to drive measurable improvements.
• Commercial Acumen: Strong understanding of key business drivers, including sales performance, price realisation, margin, and cost-to-serve, with the ability to balance service delivery and efficiency.
• Cross-Functional Influence: Excellent relationship-building and communication skills, with the ability to operate effectively at senior level and influence across functions.
• Technology & Insight: Confident with CRM systems, KPIs, and performance reporting tools, ensuring data is translated into actionable improvements.
• Organisational Strength: Highly structured, results-driven, and able to manage competing priorities in a fast-paced environment.

Desirable Experience

• Leading teams through change
• Formal training in leadership or management.
• Experience in customer journey mapping or service design.
• Direct industry experience within construction, civils, or drainage.

This is an opportunity to influence and shape the future of our internal sales and customer service strategy, driving excellence across every aspect of the customer journey.

The role will require travel between our Head office (HX5 (HT) and our Manufacturing site in Mells.

Benefits Include:

• Private Medical Insurance (Single Cover)
• Company Car
• 34 days per annum or the equivalent in hours (inclusive of bank holidays) (35 days in Scotland)
• Health care cash plan – support with Dental, Optical, Prescription costs and many more!
• Enhanced Maternity, Paternity, and Adoption pay and leave
• 5% employer matched pension scheme
• Cycle to work scheme
• Employee discount on Marshalls and Marley products
• Retailer discounts
• Marshalls Wellbeing Centre – move, money & mind
• Share purchase scheme
• Life assurance

More about Marshalls
Our operations are organised into three distinct divisions: Landscape Products, Building Products, and Roofing Products.

Marshalls Landscape Products stands out as the leading UK manufacturer of high-quality natural stone and innovative concrete hard landscaping products. We cater to the construction, home improvement, and landscape markets, offering superior solutions.

Marshalls Building Products serves as a reliable supplier of concrete drainage products, concrete bricks, ready-to-use mortars, and aggregates.

Marley Roofing Products is recognised as a leader in the manufacturing and supply of pitched roofing systems. Our product range includes clay and concrete tiles, timber battens, roof-integrated solar solutions, and various roofing accessories.

Although divisional, we work as one Marshalls team. We're particularly proud to have paved every location on the Monopoly Board! To find out more about Marshalls please visit our website: www.Marshalls.co.uk

Equal Opportunities
Whoever you are and whatever your background, you’ll find a fair and supportive workplace. You’re unique and we want you to bring every part of who you are to work, every day.

We’re committed to ensuring equal opportunities for everyone. To us, this is more than a legal, moral, or ethical necessity – it’s the right thing to do! We want our team to reflect the diverse nature of society and the communities we serve.

Marshalls is a workplace where you’re valued for the contribution you make, and where you can grow and develop by being entirely yourself!

Closing Date: 3pm Friday 15th September

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