At a Glance
- Tasks: Lead a dynamic team to enhance customer experiences and drive sales through effective communication.
- Company: Join a reputable, family-run flooring business with a commitment to quality and service.
- Benefits: Enjoy a competitive salary, private healthcare, and generous holiday allowance.
- Other info: Flexible working hours and opportunities for professional growth in a supportive environment.
- Why this job: Make a real impact by championing customer needs and driving team success.
- Qualifications: Strong communication skills and experience in team leadership and CRM systems.
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; escalate 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.
Requirements:
- 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.
Benefits:
- 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
As a long-established, family-run business in Caerphilly, we pride ourselves on our commitment to quality and exceptional customer service within the flooring industry. Joining our team as a Customer Experience Manager means becoming part of a supportive and collaborative work culture that values employee growth and development, offering competitive benefits such as private healthcare and generous holiday allowances. We are dedicated to fostering a positive environment where your leadership can shine, driving both team success and customer satisfaction.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Experience Manager in Caerphilly
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at UBT. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like UBT before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Customer Experience Manager in Caerphilly
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to UBT:Your cover letter is your chance to shine! Tell us why you want to work at UBT specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at UBT!
How to prepare for a job interview at UBT
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
