Client Relations Specialist

Salary: Very competitive starting salary

Location: Coventry

Millboard is recognised as the market leader in moulded decking that perfectly replicates the look of natural timber. Our superior decking creates outdoor spaces that people love, encouraging them to live life outside.

Based in Coventry, with production in Warwickshire, we employ more than 100 people and are proud to design and manufacture in Great Britain. Millboard decking is manufactured from a unique polyurethane resin blend and offers a unique alternative to timber and conventional composite decking. Since the product was first launched in 2007, our product innovation has underpinned rapid expansion and, through our commitment to continual improvement, we are achieving widespread industry recognition.

Our vision is to be the market leader through production innovation, performance and service. Fundamental to this is our values which focus on honesty and integrity, continuous improvement, and service and communication.

In 2015, Millboard was placed within the Top 1000 Companies to Inspire Britain, at the London Stock Exchange Awards. In addition to this, we have for two years in a row been placed in the top 50 fastest-growing companies in Coventry and Warwickshire, based on three-year growth rates. Despite our growth and success, we remain committed to maintaining an inspiring and dynamic working culture that is inclusive and open for the whole team. Millboard creates an environment where staff members are not taken for granted, and all employees are rewarded and encouraged to be the best that they can be. Everyone is encouraged to share their views and their passion for their work, in order to contribute to our ongoing improvement and development.

Millboard has an exciting and challenging opportunity for a Client Relations Specialist who will primarily be responsible for processing all customer concerns, complaints and warranty claims that are received to the business.  The individual will ensure that these are handled in a professional yet robust manner whilst securing a satisfactory resolution where possible for both the business and the customer.


  • Ensure all customer NCRs are dealt with in a timely, efficient and courteous manner, upholding the Millboard brand status always
  • Follow agreed structure and procedures for handling complaints and claims
  • Ensure warranty claims are validated by necessary evidence and information
  • Monitor and report performance on service and quality commitments
  • To keep personally up to date and comply with all relevant legislation and consumer rights
  • Managing any voice of concerns (VOCs) and liaising with production where appropriate
  • Carry out continual root cause analysis to provide information on complaints data trends
  • Minimise any potential loss to the business and reduce costs wherever possible
  • Provide support, advice and guidance to other departments across the business
  • Assisting the Internal Sales Team via telephone/e-mail as workload permits
  • Other duties as assigned

Person Specification

The competencies listed are appropriate to the Client Relations Specialist and are an illustration of the qualities that the Company requires.

  • Extensive experience handling customer complaints in both a B2B and B2C environment
  • Manufacturing/construction sector experience is required
  • Exceptional negotiation and decision-making ability
  • Good commercial awareness
  • Outstanding knowledge of both contract law and consumer rights
  • Highly organised with the ability to plan, multi-task and show initiative
  • Confidence working in a high pressure, fast paced, entrepreneurial environment
  • Proactive, resilient and analytical
  • Self-aware, positive and open to change
  • Collaborative approach with colleagues in other departments
  • Ability to persuade and influence at all levels
  • Good numeracy skills and a competent user of Microsoft Excel with the ability to analyse, report and explain data accurately
  • Applicants must have a full UK driving licence


Note to applicants – Once we have received your completed application, this will be reviewed against set criteria for the role. Due to the volume of applications received, if you do not hear back after 2 weeks please assume on this occasion that unfortunately you have been unsuccessful.