At a Glance
- Tasks: Lead a dynamic team to enhance customer experiences and drive relationship management.
- Company: Established family-run business with a stellar reputation in the flooring industry.
- Benefits: Competitive salary, private healthcare, and generous holiday allowance.
- Other info: Flexible working hours and a collaborative team environment.
- Why this job: Join a growing company and make a real impact on customer satisfaction.
- Qualifications: Strong communication skills and experience in coaching 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 elevate 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.
Qualifications:
- 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 and 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 employer: Universal Business Team
As a long-established, family-run business in Caerphilly, our client offers a supportive and collaborative work environment that prioritises quality and craftsmanship in the flooring industry. Employees benefit from competitive salaries, private healthcare, and generous holiday allowances, alongside opportunities for professional growth and development within a dedicated team. Join us to be part of a company that values customer experience and fosters a culture of continuous improvement and teamwork.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Experience Manager
✨Tip Number 1
Get to know the company inside out! Research their values, products, and customer service approach. 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 communication skills! As a Customer Experience Manager, you'll need to lead a team and engage with customers. Role-play common scenarios with friends or family to build your confidence and refine your responses.
✨Tip Number 3
Network like a pro! Connect with current employees on LinkedIn or attend industry events. Building relationships can give you insider info and might even lead to a referral, which is always a bonus!
✨Tip Number 4
Don’t forget to follow up after interviews! A quick thank-you email can leave a lasting impression and shows your enthusiasm for the role. Plus, it’s a great chance to reiterate why you’re the perfect fit for their team.
We think you need these skills to ace Customer Experience Manager
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 using CRM systems like Salesforce. We want to see how your skills align with what we're looking for!
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 contribute to our team. Be sure to mention any relevant achievements that showcase your problem-solving abilities and leadership skills.
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 errors. We appreciate attention to detail, so let that shine through in your writing!
Apply Through Our Website:We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it gives you a chance to explore more about our company culture and values!
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 for quality and craftsmanship in the flooring industry will help you align your answers with their mission and show that you're genuinely interested in being part of their team.
✨Showcase Your Leadership Skills
As a Customer Experience Manager, you'll be leading a team. Be prepared to discuss your previous experiences in coaching and mentoring. Share specific examples of how you've motivated teams and improved customer service outcomes, as this will demonstrate your capability to foster a positive, collaborative environment.
✨Demonstrate Your Problem-Solving Ability
Think of a few scenarios where you successfully resolved customer issues or improved processes. Highlight your analytical skills and how you used data to identify trends and implement effective solutions. This will show that you can handle escalations and drive performance improvements.
✨Prepare Questions for Them
Interviews are a two-way street! Prepare thoughtful questions about the team dynamics, company culture, and how they measure success in the Customer Experience department. This not only shows your interest but also helps you gauge if the company is the right fit for you.
