At a Glance
- Tasks: Deliver top-notch customer support and engage with clients to enhance their experience.
- Company: Join a dynamic team focused on customer satisfaction and growth.
- Benefits: Enjoy up to 33 days holiday, health support, and financial perks.
- Other info: Be part of a supportive environment with great career progression opportunities.
- Why this job: Make a real difference in customer journeys while developing your skills.
- Qualifications: Experience in customer service and strong communication skills are essential.
The predicted salary is between 30000 - 40000 £ per year.
Location: Cheadle Office
Reporting to: Customer Experience Team Leader
About the Role
We are looking for a proactive and customer‑focused Customer Experience Representative (CER) to join our UK Customer Experience team. This role blends high‑quality customer support with outbound engagement and sales support, helping to drive customer retention and business growth. You will work closely with Sales and Marketing teams to enhance the overall customer journey, from on‑boarding through to long‑term engagement.
Key Responsibilities
- Customer Support
- Deliver responsive, professional support via phone, email, and digital channels
- Handle queries relating to orders, products, and accounts
- Resolve issues and ensure excellent service recovery
- Customer Engagement
- Proactively engage customers through outbound calls and campaigns
- Support on‑boarding, retention, and re‑engagement activities
- Sales & Commercial Support
- Assist Country Managers with customer follow‑ups and insights
- Support pricing comparisons, product matching, and campaign activity
- Help identify opportunities and risks within the customer base
- CRM & Data Management
- Maintain accurate records in CRM systems (e.g., HubSpot)
- Track customer interactions and ensure data accuracy
- Customer Insight
- Gather feedback and identify trends, risks, and opportunities
- Act as a voice of the customer across the business
Skills & Experience
Essential:
- Experience in customer service or customer experience roles
- Strong communication and relationship‑building skills
- Confident managing multiple tasks and customer interactions
- Experience with CRM systems and Microsoft Office
- Proactive, organized, and customer‑focused approach
Desirable:
- B2B or commercial environment experience
- Exposure to sales support or outbound engagement
- Familiarity with HubSpot or similar CRM tools
- Additional European language
What Success Looks Like
- High customer satisfaction and service quality
- Strong outbound engagement and campaign delivery
- Accurate CRM usage and reporting
- Contribution to customer retention and commercial performance
What We Offer
- Up to 33 days holiday (incl. bank holidays) + your birthday off
- Enhanced family leave, sickness policies & Life Assurance
- Health support: 24/7 GP, mental health, EAP & wellbeing tools
- Financial benefits: salary sacrifice, discounts & early pay access
- Recognition schemes & social events
Customer Experience Representative in Cheadle employer: IMS Euro Ltd
Join our dynamic team in Cheadle as a Customer Experience Representative, where we prioritise a supportive and engaging work culture that fosters professional growth. With generous benefits including up to 33 days of holiday, enhanced family leave, and comprehensive health support, we are committed to ensuring our employees thrive both personally and professionally. Our collaborative environment encourages innovation and empowers you to make a meaningful impact on customer satisfaction and business success.
