At a Glance
- Tasks: Lead a team to enhance customer experience and manage inbound/outbound calls.
- Company: Established family-run business known for quality flooring solutions.
- Benefits: Competitive salary, private healthcare, and generous holiday allowance.
- Other info: Dynamic role with opportunities for professional growth and collaboration.
- Why this job: Join a leadership team and make a real impact on customer satisfaction.
- Qualifications: Strong communication skills and experience in team leadership.
The predicted salary is between 40000 - 45000 € per year.
Our client is a long-established, family-run business with an excellent reputation for quality, service, and craftsmanship within the flooring industry, based in Caerphilly. The business has grown into a leading supplier of premium flooring solutions across the UK, supplying both retailers and builders' merchants nationwide. As they embark on a journey of growth, they are now looking for a Customer Experience Manager to join their team. This is an office-based role, looking after an established team of 5.
The key responsibility for the customer experience manager is to lead and develop the Customer experience team to provide an outstanding experience to all internal and external customers, responsible for proactive inbound and outbound call management, lead conversion & pipeline maintenance and efficient order management. The role will champion the customer experience, advocating for customers' needs within the organisation. This is a senior role that will sit within their Leadership Team.
Duties And Responsibilities- Drive proactive Inbound call management - using calls as sales opportunities and delivering quality service
- Implement order management process that ensures accuracy, efficiency and timeliness
- Triage post sales issues and solve where able; escape to Technical Services team where appropriate
- Drive proactive Outbound call management - engage with prescribed list of customers to drive remote customer relationship management
- Oversee opportunity management, ensuring accurate and timely pipeline updates feeding into sales and procurement forecasts
- Support lead generation activities and drive high rates of conversion
- Handle escalations and ensure timely, effective resolution of customer issues
- Maintain strong remote customer relationships through phone, email, and digital channels
- Ensure consistent communication standards across the team
- Ensure high-quality data entry and CRM compliance
- Provide day-to-day leadership, coaching, and support to the Customer Service team
- Monitor performance, run team meetings, and provide training to drive continuous improvement
- Foster a positive, collaborative, and customer-focused team environment
- Support the creation of case studies by identifying suitable customer success stories and coordinating content gathering
- Collaborate with other departments to address customer feedback and drive improvements
- Optimise processes and workflows to increase efficiency, consistency and service quality
- Strong communication skills, both written and verbal
- High attention to detail with excellent administrative discipline
- Strong organisational and time management skills in a fast-paced environment
- Ability to coach, mentor, and motivate team members
- Confident using CRM systems (Salesforce desirable) to manage pipelines and customer interactions
- Analytical skills to interpret data, identify trends, and drive performance improvements
- Customer-focused mindset with the ability to build rapport remotely
- Problem-solving ability to identify issues and implement effective solutions
- Salary - £40,000- £45,000 basic
- Private Healthcare
- Hours: 08:00-17:00, Monday to Friday, with a 60-minute lunch break
- This role requires flexibility around working hours to meet the needs of customers, suppliers, and production schedules
- Holiday allowance: 25 working days + bank holidays
Customer Experience Manager in Caerphilly employer: UBT
Join a long-established, family-run business in Caerphilly that prides itself on quality and craftsmanship within the flooring industry. As a Customer Experience Manager, you will lead a dedicated team in a supportive and collaborative environment, with opportunities for professional growth and development. Enjoy competitive benefits including a salary of £40,000-£45,000, private healthcare, and a generous holiday allowance, all while contributing to a company that values its employees and champions exceptional customer service.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Experience Manager in Caerphilly
✨Tip Number 1
Network like a pro! Reach out to your connections in the flooring industry or related fields. A friendly chat can lead to opportunities that aren’t even advertised yet.
✨Tip Number 2
Prepare for those interviews! Research the company’s values and recent projects. Show them you’re not just another candidate, but someone who genuinely cares about their mission and customer experience.
✨Tip Number 3
Practice your pitch! You’ll want to clearly articulate how your skills align with the role of Customer Experience Manager. Highlight your leadership experience and how you can drive team performance.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, we love seeing candidates who take that extra step to connect with us directly.
We think you need these skills to ace Customer Experience Manager in Caerphilly
Some tips for your application 🫡
Tailor Your CV:Make sure your CV speaks directly to the Customer Experience Manager role. Highlight your experience in leading teams, managing customer relationships, and any relevant achievements that showcase your skills in driving customer satisfaction.
Craft a Compelling Cover Letter:Your cover letter is your chance to shine! Use it to tell us why you're passionate about customer experience and how your background aligns with our client's values. Be sure to mention specific examples of how you've improved customer interactions in the past.
Showcase Your Communication Skills:Since strong communication is key for this role, make sure your application reflects that. Use clear, concise language and check for any typos or grammatical errors. We want to see your attention to detail right from the start!
Apply Through Our Website:We encourage you to apply through our website for a smoother process. It helps us keep track of your application and ensures you don’t miss out on any important updates. Plus, it’s super easy to do!
How to prepare for a job interview at UBT
✨Know the Company Inside Out
Before your interview, take some time to research the company’s history, values, and recent developments. Understanding their reputation in the flooring industry and their commitment to quality will help you align your answers with their ethos.
✨Showcase Your Leadership Skills
As a Customer Experience Manager, you'll be leading a team. Be prepared to discuss your leadership style and provide examples of how you've successfully coached and motivated teams in the past. Highlight any specific achievements that demonstrate your ability to drive performance improvements.
✨Demonstrate Your Problem-Solving Ability
Think of examples where you've effectively resolved customer issues or improved processes. The interviewers will want to see your analytical skills in action, so be ready to explain how you identify trends and implement solutions that enhance customer experience.
✨Prepare Questions That Matter
At the end of the interview, you’ll likely have the chance to ask questions. Prepare thoughtful queries about the team dynamics, company culture, and how success is measured in this role. This shows your genuine interest in the position and helps you assess if it’s the right fit for you.
