Customer Service Manager - NAP

About Cubis Systems

Cubis Systems is a global leader in the design, engineering and manufacture of network access products for the infrastructure, utility and construction markets. Headquartered in Northern Ireland, Cubis is part of the €27 billion CRH Group and operates from multiple sites across the UK and Ireland, exporting to over 30 countries worldwide.

Our market‑leading brands, Cubis Systems, NAL and FILOform, supply smart, safe and sustainable product solutions to a range of construction sectors. Through innovation, we enable construction partners to optimise efficiency and safety through pioneering products designed for simplicity, speed and reliability.

We stand together to reinvent the way our world is built through collaboration on breakthrough ideas that achieve tomorrow’s solutions today.

Country: United Kingdom

City: Craigavon

Req : 518847

Job Type: Full Time

Workplace Type: Onsite

Seniority Level: Mid‑Senior Level

At Infrastructure Products Europe, we’re innovators, problem‑solvers and collaborators with a shared mission: creating manufacturing solutions that simplify complex infrastructure challenges. We deliver innovative, sustainable products to clients around the world.

Our culture puts people at the centre of everything we do. Your ideas will be valued, your development supported, and your contributions will genuinely make a difference. Here, you’ll be part of a diverse and ambitious team that champions creativity, collaboration and continuous improvement.

• Competitive salary
• Company pension contribution
• A range of healthcare options
• Competitive holidays, including Christmas shutdown
• Employee Committees for Health & Wellbeing and Inclusion & Diversity
• Engagement & Wellbeing initiatives
• Employee referral programme
• Enhanced family‑friendly policies
• Career development opportunities across IPE and the wider CRH Group

Sales Director – Network Access Products

The Customer Service Manager leads all customer service teams across the Network Access Products businesses, Cubis Systems & NAL. The role designs and owns the customer service strategy which delivers the best in‑place customer experience, leading a team of Supervisors and Customer Care specialists, while partnering with Sales & Operational leaders across the business. The role plays a critical part in developing customer relationships, improving satisfaction, retention and revenue.

This strategic role must be able to work operationally and cross‑functionally, both internally and externally.

• Lead a team of Customer Service Supervisors in both Cubis Systems & NAL, as well as a Customer Care specialist to drive improved customer experience, revenue and retention.
• Support the Sales Director (NAP) to design and implement a customer service strategy across Cubis Systems & NAL, improving service standards and customer experience in both businesses.
• Partner with the Quality & Environment Manager (IPE) and Customer Care Coordinator (NAP) to ensure appropriate governance and resolution of case management, including robust escalation pathways and root‑cause elimination of service issues.
• Drive engagement in the customer intimacy strategy, ensuring engagement with team, Sales and Operational leaders in all businesses, regions and sectors.
• Partner with the Sales Director (NAP), Head of Innovation (NAP) and regional Head of Sales leaders to capture the voice of the customer, translating insights and themes into tangible improvement plans.
• Act as a senior point of contact for escalation, for complaints, complex issues and strategic accounts.
• Partner with external Sales Teams in all local and international regions to proactively communicate on orders, delivery constraints and recovery plans.

• Degree in Business Management, Operations Management, Supply Chain Management or similar.
• Strong financial and business acumen, with ability to demonstrate where applied to make decisions…