At a Glance
- Tasks: Lead customer service excellence and ensure order accuracy in a dynamic depot environment.
- Company: Join a leading company in fencing and construction supplies with a hands-on culture.
- Benefits: Competitive salary, career development opportunities, and a supportive team atmosphere.
- Other info: Opportunity to drive continuous improvement in a fast-paced setting.
- Why this job: Make a real impact on customer satisfaction and team success every day.
- Qualifications: Experience in customer service and a passion for leadership and teamwork.
The predicted salary is between 30000 - 40000 £ per year.
We are seeking a high-calibre, hands-on Customer Experience Manager who leads from the front. In this role, you won't just sit behind a desk; you will set the service standard in the depot. You understand that flawless customer experience truly makes all the difference in future orders - picking the right orders, on time, every time. You will take full ownership of our depot’s customer service, blending strict process discipline with a "take people with you" leadership style. If you have a background in fencing or construction supplies and pride yourself on ensuring a tidy, and highly efficient yard, this is the role for you.
Key Responsibilities
- Customer Service & Order Accuracy
- The Final Check: Ensure 100% accuracy on all outgoing orders, drastically minimising picking errors and missing items, completing spot checks on orders.
- The Depot Impact: Bridge the gap between sales and logistics. Understand the sales flow and ensure the depot team delivers on the promises made by the sales team.
- Operations, Stock & Layout
- Process Champion: Implement, monitor, and ruthlessly enforce operational processes that impact upon the customer experience to ensure maximum safety and efficiency.
- Housekeeping & Safety: Champion a strict "clean as you go" culture. Maintain an immaculate, well-organised depot and yard where everything has a home.
- Inventory Control: Support with regular, accurate stocktakes and cycle counts to minimise variance.
- Depot Optimisation: Continuous improvement of the depot layout to optimise traffic flow, picking speeds, and material handling safety to get the best possible outcome for the customer.
- Leadership & People Management
- Lead by Example: Get stuck in alongside the team when needed, demonstrating what "high standards" look like in practice.
- Train & Develop: Cultivate a culture of continuous improvement by training team members to standard operating procedures (SOPs).
- Team Engagement: Bring a positive, collaborative mentality that motivates the team, builds trust, and ensures everyone is pulling in the same direction.
- Time Management: Masterfully balance daily firefighting with long-term planning.
Customer Experience Manager employer: First Fence
As a Customer Experience Manager at our depot, you will thrive in a dynamic environment that prioritises excellence and teamwork. We offer a supportive work culture where your leadership will directly impact customer satisfaction and operational efficiency, alongside opportunities for professional growth through training and development. Located in a vibrant area, our company values a clean, organised workspace and fosters a collaborative atmosphere, making it an ideal place for those passionate about delivering outstanding service.
