Customer Service After Sales Advisor

About us:

Step into the future with Strongdor, the cutting-edge leader in steel door manufacturing! We're celebrated for our premium products and exceptional customer service, making us a trusted name in the industry.

At Strongdor, we’re not just about manufacturing high-quality steel doors; we’re about building strong futures. As we continue to grow, we are looking for a motivated Customer Service After-Sales Advisor to join our team!

Overview:

This role focuses on the management and resolution of after‑sales complaints, particularly those involving technical issues, warranty queries, and product performance. You will work closely with internal teams, including Sales, Production and Logistics, to investigate issues, identify root cause, and deliver clear and commercially sound outcomes.

This role is suited to someone comfortable handling challenging conversations, understands technical products, and can balance customer satisfaction with company policy.

This role is full-time, office-based at our Strongdor Southgate Factory facility.

Salary: 28k – 30k per annum

Key Responsibilities:

·         Manage after‑sales complaints from initial contact through to resolution and closure.
.         Act as the primary point of contact for customers raising concerns about steel doors, frames, finishes, or hardware.
·         Acknowledge complaints promptly and manage expectations regarding investigation timescales.
·         Maintain clear and accurate records of all actions, correspondence, and decisions.
·         Liaise with internal departments to determine the root cause.
·         Coordinate site visits where required.
·         Assess warranty claims in line with company policies and terms & conditions.
·         Determine suitable resolutions, including repair, remanufacture, parts replacement, or goodwill gestures.
·         Clearly communicate warranty limitations, exclusions, and customer responsibilities, including installation and maintenance.
·         Coordinate approved remedial works with internal teams.
·         Handle difficult conversations with confidence, empathy, and professionalism.
·         Explain technical findings clearly to customers in a non‑technical way where appropriate.
·         De‑escalate situations while protecting the company’s commercial and contractual position.
·         Identify recurring issues and feedback trends to quality and production teams.
·         Support improvements in specifications, customer guidance, and internal processes to reduce future complaints.

What we’re looking for:

Essential:
·         Proven experience in an after‑sales, complaints, or customer support role.
·         Strong written communication skills.
·         Confidence in dealing with dissatisfied customers and sensitive situations.
Desirable:
·         Experience working in a manufacturing, engineering, construction, or building products environment.
·         Ability to read technical drawings or specifications.

Hours of work:

Monday: 7:30am – 4:30pm
Tuesday: 7:30am – 4:30pm
Wednesday: 7:00am – 4:00pm
Thursday: 7:30am – 4:30pm
Friday: 7:00am – 2:45pm

Why Join Us?

Discretionary bonus scheme paid quarterly.
Annual leave purchase scheme – Purchase up to 5 extra holiday days per year
Increased holiday days with length of service
Enhanced Maternity and Paternity pay with length of service
A birthday ‘spin the wheel’ with gifts up to £100 in value
Opportunity for career development
On site NHS health checks
Cycle to work scheme
Auto enrolment pension scheme (potential for Additional Voluntary Contributions (AVC) via salary sacrifice)
Access to a company funded Employee Assistance Programme
Real Living Wage Accredited
Great team culture with frequent staff events and company lunches
Secure on-site parking
Candidate referral scheme
Branded workwear allocation each year