Customer Experience Executive

Location: UK Based- Remote or Hybrid working
Salary: up to £35,000
Hours: Flexible 37.5 hours worked between hours of 8am-5pm Monday- Friday

About the Role

Our client, a leading manufacturer is seeking a passionate and proactive Customer Experience Executive to join their team. This is a critical role focused on defining and enhancing the customer experience, fostering trust, and building long-term loyalty through effective management of customer interactions. This is a brand new role to ensure key customers are looked after.

Key Responsibilities

• Customer Engagement: Manage customer enquiries, feedback, and complaints across multiple channels including phone, email, social media, and face-to-face interactions, both independently and alongside relevant internal stakeholders.

• Order Processing: Accurately process and manage customer orders to ensure seamless and efficient service delivery.

• Issue Resolution: Take full ownership of customer issues, escalate where appropriate, and ensure fair, timely, and effective resolutions.

• Data Management: Maintain accurate and up-to-date records of all customer interactions and related information within CRM systems.

• Feedback & Insights: Conduct customer surveys, gather and analyse feedback, and identify trends to drive continuous improvements in services and products.

• Cross-functional Collaboration: Work closely with Sales, Product, and Marketing teams to enhance the customer journey and overall experience.

• Process Optimisation: Identify opportunities to streamline processes and highlight areas where improvements can be made.

• Performance Delivery: Consistently meet and exceed performance targets and KPIs related to customer satisfaction and retention.

• Procedure Development: Assist in developing and maintaining clear standard operating procedures in connection with line managers to ensure operational excellence.

• Customer Advocacy: Act as the voice of the customer within the business, effectively communicating their needs, expectations, and preferences to internal teams.

• Decision-Making: Exercise authority and autonomy to make decisions that achieve effective resolutions and enhance customer satisfaction.

• Business Impact: Play a key role in shaping the customer experience strategy and strengthening trust and loyalty towards the brand.
  
  

What’s on Offer

• An opportunity to work within a supportive and collaborative team environment

• A chance to make a real impact on customer experience and business performance

• Excellent career development opportunities for the right candidate
  
  

What we're looking for:

• Proven experience within a Customer Experience/ Account Management role

• Ideally experience within a manufacturing environment

Please note- there will be travel required with this role to meet customers alongside the Business Development team up to 4 times a month UK based with opportunities to travel globally