Customer & Installer Liaison Executive

Location: Blackburn (on-site)

Salary: £30k

Hours: 40 hours Mon-Fri

Exciting opportunity alert! We are pleased to announce a new Sales role at our busy site in Blackburn. If you enjoy building relationships, meeting targets and delivering outstanding customer experiences, this role could be ideal for you.

Role Summary

We are seeking a confident and customer-focused Outbound Customer \& Installer Liaison Executive to support homeowners who enquire through Rockdoor.com looking for trusted installation partners.

This role involves proactively contacting customers who have submitted enquiries, understanding their project requirements, and liaising with Rockdoor installation partners. The successful candidate will act as a key link between homeowners, our sales team and our installer network, helping to deliver an excellent customer experience from initial enquiry through to installation.

The ideal candidate will be comfortable speaking with both homeowners and trade professionals alike, building strong relationships, and representing the Rockdoor brand in a professional and engaging manner.

Key Responsibilities

• Contact homeowners who submit enquiries through Rockdoor.com.
• Build rapport with homeowners, understand their requirements and guide them through the next steps of the enquiry process.
• Liaise with homeowners to match customer enquiries with appropriate installers where required.
• Maintain regular communication with both homeowners and Trusted Installers to ensure enquiries are handled efficiently.
• Follow up on outstanding enquiries and maintain accurate records within internal CMS.
• Monitor enquiry trends and provide feedback to help improve conversion rates and customer satisfaction.
• Provide a positive and professional customer experience at every stage of communication.
• Support installer relationships by acting as a helpful and responsive point of contact.
• Work closely with marketing and sales teams to improve lead quality and customer engagement processes.
• Ensure all communications reflect the Rockdoor brand tone and values.
• Assist with outbound campaigns and customer engagement initiatives when required.
• Promote and encourage Trust Pilot reviews.

Key Skills \& Experience

Essential:

• Excellent verbal and written communication skills.
• Confident speaking with homeowners and trade professionals over phone and email.
• Strong customer service and relationship-building abilities.
• Organised and able to manage multiple enquiries simultaneously.
• Comfortable handling outbound calls in a professional and friendly manner.
• Great attention to detail and accurate record keeping.
• Ability to work independently and as part of a team.

Preferred:

• Experience in customer service, outbound sales, lead generation, or account management.
• Experience within the home improvement, construction, or trade sector.
• Familiarity with CRM systems, enquiry management platforms and digital systems.
• Understanding of installer or contractor networks.
• Knowledge of the Rockdoor Brand and Design and manufacture of the door.

Working hours, pay and benefits - sales role

• Up to £32k salary DOE
• 33 days holiday (inclusive of bank holidays)
• Opportunities for career development and progression
• Employee discounts and life assurance
• Christmas shutdown (subject to role and business needs)

What Our People Say:

“I am really loving my time here at GAP! The business has grown over the past few years and I am looking forward to see where we will be in the next few years. I enjoy everything about my job, the work culture is amazing and there is always somebody there if you ever need anything. I would recommend GAP to anybody in a heartbeat.”

"Working with customers to get the their dreams to reality what more can you want? Not every project is going is going to be that WOW factor but when customer comes in and shows their progress it is a beautiful thing.

Having many people in the company with a wealth of knowledge who are willing to share to make sure dreams come to life.

Company is still young and has a lot of growing which they are always asking for feedback and how to improve."

We are an equal-opportunity employer

Diversity and inclusion are essential to us and we encourage a culture where everyone can be themselves at work. We value and actively seek out a richly diverse range of talent. Our policies ensure that every job applicant and employee is treated fairly and with equal opportunity to succeed.

Our recruitment process is fair and equitable to ensure that all candidates are duly considered and supported. If you require any reasonable adjustments during the recruitment process, please email our Recruitment Team via [email protected]

If you possess the necessary skills, experience and drive to succeed in this Sales role, please submit your CV for immediate consideration.