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- 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 are essential.
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 and 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: Universal Business Team
Contact Detail:
Universal Business Team Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Experience Manager in Caerphilly
✨Tip Number 1
Get to know the company inside out! Research their values, mission, and recent projects. This will help you tailor your conversations and show that you're genuinely interested in being part of their team.
✨Tip Number 2
Practice your pitch! Be ready to explain how your experience aligns with their needs, especially around customer experience and team leadership. A confident delivery can make all the difference.
✨Tip Number 3
Network like a pro! Reach out to current or former employees on LinkedIn. They can provide insider tips and might even put in a good word for you. Plus, it shows initiative!
✨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 CRM systems you've used. We want to see how you can bring your unique skills to our client's table!
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 you can advocate for customers' needs. Share specific examples of how you've driven improvements in previous roles – we love a good success story!
Show Off Your Communication Skills: Since strong communication is key for this role, make sure your application reflects that. Keep your language clear and concise, and don’t forget to proofread for any typos or errors. We’re looking for someone who can communicate effectively with both customers and the team!
Apply Through Our Website: We encourage you to apply through our website for a smoother process. It helps us keep track of applications and ensures you get all the updates. Plus, it shows us you're keen on joining our client’s fantastic team!
How to prepare for a job interview at Universal Business Team
✨Know the Company Inside Out
Before your interview, take some time to research the company’s history, values, and products. Understanding their reputation in the flooring industry will help you align your answers with their mission and demonstrate your genuine interest in the role.
✨Showcase Your Leadership Skills
As a Customer Experience Manager, you'll be leading a team. Prepare examples of how you've successfully coached or motivated team members in the past. Highlight specific situations where your leadership made a positive impact on customer experience or team performance.
✨Prepare for Scenario-Based Questions
Expect questions that assess your problem-solving abilities and customer focus. Think of scenarios where you triaged post-sales issues or handled escalations effectively. Use the STAR method (Situation, Task, Action, Result) to structure your responses clearly.
✨Demonstrate Your CRM Proficiency
Since the role requires confidence in using CRM systems, be ready to discuss your experience with them, especially Salesforce if applicable. Share how you've used data to drive performance improvements and manage customer interactions effectively.