Sr Technical Advisor

at  Marshalls PLC

37.5 HRS PER WEEK MONDAY – FRIDAY

Marshalls is the UK’s market leader in the manufacturing and supply of natural stone and hard landscaping products, supplying the construction, home improvement and landscape markets. No doubt you will have walked on our paths, and maybe taken a selfie at one of our famous landmarks such as Trafalgar Square, we have even paved every square on the Monopoly Board!
As a company with an unmatched product range and a respected brand, one of our core priorities is delivering exceptional customer engagement and service. We are now seeking a Senior Technical Advisor who will play a key role in upholding these high standards by providing expert guidance, managing complex issues, and ensuring our customers receive top-tier support and solutions.

WHAT ARE THE MISSION-CRITICAL SKILLS?

This is a dynamic role that requires strong multitasking skills, as well as the ability to effectively manage your own schedule and workload. While we provide comprehensive training on our products, prior experience in claims handling within a customer-facing environment is highly beneficial. In this customer-centric position, you will be responsible for managing queries, complaints, and claims across various formats. The role is not prescriptive or script-based; it demands a combination of expertise, customer focus, and excellent communication skills, along with the ability to investigate thoroughly, ask the right questions, and apply sound judgment.

• Provide technical and sales support to internal and external stakeholders.
• Mentor and coach colleagues, sharing your expertise to enhance the team’s knowledge and skills.
• Project manage high-value commercial claims, ensuring efficient and cost-effective actions through to resolutions.
• Actively contribute to new product development by participating in research and development meetings.
• Keep up to date with all the relevant Standards and Regulations relating to the specification and use of our products.
• Ensure that all our products have the correct supportive and legal documents, to minimise risk to the business.
• Continually seek to understand our customers’ needs, so that we may improve the level of our services to exceed their expectations
• Deliver our advice in a polite, positive and friendly manner to instil customer confidence.
• Support the sales team by assisting in resolving customer disputes.
• Maintain accurate records in line with quality assurance systems.
• Assist in training sessions, presentations, and technical demonstrations.
• Promote best practices and innovation in problem-solving within the team.
• Collaborate across departments to share best practices and develop new opportunities.
• Actively uphold our customer-centric approach by striving to exceed customer satisfaction goals.
• Carry out reasonable requests of Senior Management and Directors.