Customer Liaison Administrator

Job Purpose: To liaise between customer and manufacturing
Reporting to: Operations Manager via Administration & Customer Liaison Team Leader
Hours: Full time hours – 40.5 per week, Monday 0800 – 1700 – Friday 0800 – 1500.
Remuneration:  Annual salary dependent upon experience payable via electronic transfer on the last working day of the month
Pension: 3%(ER), 5%(EE)
Holidays: Pro Rata to hours worked 28 Days including Bank Holidays and Xmas Shutdown

An opportunity has arisen within a well-established group of companies for a dynamic, enthusiastic, and effective administrator within our Head Office and Door Division 1. You will be directly responsible for processing new orders and call offs into the operation, liaising with customers daily and liaising with other supporting departments to respond to the customers’ requirements.

Job Tasks

  • To assist with answering telephone calls and effectively dealing with caller requirements.
  • To liaise with customers daily regarding orders and deliveries.
  • To receive customer orders and process through the in-house applications.
  • To receive customer call offs and process them onto Sage for Production Planning.
  • Responsible for customer service liaison.
  • To record customer concerns and complaints and to issue corrective action reports.
  • To liaise with key personnel, including Estimators, Operations Manager, Materials Controller, Production Supervisor and Team Leaders, particularly regarding schedules.
  • To ensure that invoices are produced when products are despatched.
  • To produce general correspondence for customers such as letters and e-mails as and when required.
  • To log customers performance indicators.
  • To help maintain the company’s certification standards such as ISO 9001-2015, including the maintenance of records and following process maps as required.
  • To provide management information when required.
  • To keep filing up to date on a regular basis.
  • To maintain reasonable standard of housekeeping within the department.
  • To operate safely and effectively.

Qualifications / Experience

  • Experience of working within a customer services environment essential
  • Professional telephone manner essential
  • Experience of working in an office environment essential
  • Experience of working within construction industry/building trade or manufacturing environment highly desirable.
  • Experience of using Sage desirable although full training will be given.
  • Training on In-House Software will be given.


  • Knowledge of Microsoft Office, particularly Outlook, Word and Excel essential.
  • Efficient, professional telephone manner essential.
  • Good overall communication skills essential.
  • Good attention to detail essential
  • Pro-active and a team player yet able to work on own initiative.
  • Highly organised and methodical.

This job description whilst comprehensive, is not intended to be a complete list of all duties and responsibilities but is meant to be a guide. Employees will be expected to carry out any reasonable request to perform tasks outside this job description. The definition of ‘reasonable’ will depend upon the nature of the task, the individual’s ability to perform the task and other contributory factors.

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As a highly reputable firm within the industry, Stairways are dedicated to meeting their client’s product and application requirements. All materials used are manufactured to the highest quality and meet the relevant standards achieving ISO9001, FSC®, and various product certifications, whilst their staircases and door solutions are manufactured with compliance to UK building regulations & legislative standards in mind. Using the knowledge, passion, and experience acquired across all team members over the past thirty years, Stairways aim to continue to be the best in what they do.


Stairways are continuously looking for opportunities to improve and expand their service offering; this includes the investment in new machinery to further enhance and innovate the manufacturing process, with the aim to shorten lead times and increase overall in-house capacity. The changes Stairways employ are always focused upon improving the customer experience, to ensure their process remains as efficient as possible from start to finish.


Privately owned and managed since it was founded in 1989, Stairways has grown to become one of the UK’s largest manufacturers of carpentry and joinery products. Starting as a small staircase manufacturer, Stairways now boast three state-of-art facilities that offer over 85,000 sq ft of bespoke and mass production capacity.