Customer Service Leader

Wetherby Laroc Group is an innovation and technology-led manufacturer of performance building products. We focus on coloured and insulated render systems and exterior paints and coatings for the new build and refurbishment market, which we sell nationally through our distribution partners. Our vision is to become the UK’s No. 1 independent manufacturer.

Over the last 10 years, we have seen significant and controlled organic growth, creating a current and robust business model with a good market share. This model has been structured over many years in preparation for further growth and upscaling.

Our growth has developed from a well-established product development and innovation period to create some of the most advanced and innovative product technology available in the market, combined with innovative brands aligned with multi-million-pound investments in state-of-the-art fully automated manufacturing and distribution facilities.

As part of our continued investment in the future, we’re now recruiting a Customer Service Leader to join our team at our Dalton / Thirsk manufacturing site on or after 02nd November 2026.

Job Description:

The role involves partnering with the regional Technical Sales Managers to develop solid relationships and provide the best possible service to our customers. The Customer Service Leader will not be responsible for sales budgets; however, they will play a pivotal role in supporting the regional Technical Sales Managers’ responsibility for delivering sales to the business.

• Customer accounts allocation will be provided on a regional geographical area for – Ecorend & Wethertex, and own brand will be placed based on experience and business needs
• You will manage the customer service experience for your regional customers and prospective customers, supporting them with managing orders from stock and made-to-order with the warehouse and manufacturing
• Manage all orders for customers and prospective opportunities within your region
• Handling all customer queries, issues, and disputes, escalating to the Customer Services Manager as and when support is required
• Making daily proactive customer service calls

Regional Key Responsibilities:

• Enter all orders received into our system promptly and accurately
• Ensure orders are correctly confirmed with the customer
• Work with the production team to ensure stock levels meet customer requirements
• Ensure made-to-order items are scheduled into the production plan
• Working with the warehouse personnel to book and manage transport requirements for order delivery
• Effectively communicate with customers regarding their order
• Creation of Proof of Delivery (POD)
• Deal with all customer queries
• Answering telephone calls to the business

Experience / Skills / Attributes Required:

• Excellent communication skills, both written and verbal
• Experience in order processing and data entry
• Well-organised and efficient with good time management skills
• Ability to work effectively under pressure
• Pleasant telephone manner
• IT Skills
• Good levels of numeracy and literacy
• 20 days holiday per year pro rata + bank holidays
• One additional day holiday per full year of service up to 26 days
• Christmas shutdown (approx.10 days)
• Company events
• Company pension
• On-site parking
• £27,810.00 + Commission based bonus scheme OTE £31,560.00

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