Customer Experience Executive

Full-Time No home office possible

Overview

The Customer Experience Executive will be responsible for managing customer interactions from first contact through to resolution, ensuring queries, orders and issues are handled accurately and efficiently. The role acts as a central point of contact between customers, suppliers and internal teams to keep service running smoothly. By owning each case and maintaining accurate records, the position ensures reliable delivery, customer satisfaction and operational continuity.

What you\’ll be doing

Handle incoming and outgoing customer calls, providing timely order and delivery updates and one-touch resolution.
Resolve customer queries, discrepancies and complaints by investigating issues and liaising with suppliers and internal teams.
Manage multiple customer email inboxes to ensure all requests are answered accurately and within agreed service levels.
Process customer orders efficiently and accurately to support smooth fulfilment.
Maintain up-to-date and accurate customer records within the CRM system.
Build strong customer relationships to encourage repeat business and long-term retention.
Coordinate with internal departments such as Sales, Finance, Operations and Procurement to resolve issues and meet customer needs.
Ensure high levels of accessibility and responsiveness across phone, email and other contact channels.
Minimum of 2 years\’ experience within a customer service office-based role.
Clear and professional communication, both verbally and in writing with customers and internal stakeholders.
Confidence in handling telephone-based customer contact including call handling or telesales activity.
Proficient use of ERP\’s particularly Epicor is highly desirable.
Excellent organisational and time management skills.

About CSG / Company context

Global Education Supplies (GES) is part of the Children & Education portfolio at Commercial Services Group (CSG), comprising seven complementary brands that serve the global education sector. These include KCS Education, CES, Landscapes for Learning, Maudesport, Gresswell, Timstar and Technology Supplies. With a customer base spanning more than 90 countries, GES is entering a transformational phase focused on international growth, new product development, marketing investment and operational excellence. Commercial Services Group (CSG) is the UK\’s largest local authority-owned trading company (LATCO), generating over £800 million in revenue and supporting 16,000 education and public sector customers worldwide. With more than 1,800 employees across the UK, France, Dubai and Bangkok, we are working towards becoming the global leader in education and public sector solutions.

We are expanding rapidly, with annual growth of around 25 percent, supported by a blend of organic development, acquisitions and strategic partnerships. Our 33 trading businesses deliver a wide range of services including education management, IT, HR, legal, energy, procurement and supplies. CSG is wholly owned by local authorities, and a significant proportion of our profits is reinvested into frontline public services. Over £77 million has already been returned, reflecting our commitment to combining commercial performance with meaningful social impact.

Benefits

Salary of £24,309.07 per annum.
25 days annual leave, plus your birthday off.
Life assurance cover (4x salary).
Pension scheme with 4% employer contribution.
Additional benefits including retail and gym discounts, health cash plan and cycle to work scheme.
Volunteer days and access to a comprehensive wellbeing programme.
Tailored learning and development support with real opportunities to progress.