Customer Experience Manager

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 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

• 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.