Customer Experience Manager

Overview
We are looking for a proactive and customer-focused Customer Experience Manager to join our growing team. This is a varied and rewarding role that combines customer service, account management, order processing, and business development activities.
You will be responsible for ensuring customers receive an exceptional experience at every stage of their journey, from initial enquiry through to order fulfilment and ongoing account support. The role also involves developing relationships with local businesses, identifying opportunities for growth, and visiting customers when required.
This position would suit someone with strong communication skills, a commercial mindset, and a passion for delivering outstanding customer service.
Duties include
* Manage and respond to customer enquiries via email, telephone, and online channels.
* Build and maintain strong relationships with new and existing customers.
* Develop local sales opportunities across a wide range of businesses and industries.
* Visit customer sites to strengthen relationships and understand their requirements.
* Process customer orders accurately and efficiently from initial enquiry through to delivery.
* Monitor order progress, ensuring customers are kept informed throughout the process.
* Resolve customer queries, complaints, and service issues in a professional manner.
* Work closely with internal departments including sales, operations, logistics, and finance.
* Identify opportunities to increase sales and improve customer retention.
* Maintain accurate customer records and activity within company systems.
* Produce customer reports and assist with forecasting and demand planning.
* Support the implementation of customer experience improvements and best practices.
* Ensure service levels and customer expectations are consistently exceeded.
Skills & Experience Required
* Previous experience in customer service, customer experience, account management, sales support, or a similar customer-facing role.
* Strong order management and administration skills.
* Confident communicator with excellent verbal and written communication abilities.
* Experience handling customer enquiries via email and telephone.
* Commercial awareness with the ability to identify sales opportunities.
* Strong organisational skills with the ability to manage multiple priorities.
* Proficient in Microsoft Office and CRM systems.
* Ability to build strong relationships with customers at all levels.
* Full UK driving licence and willingness to travel to customer locations when required.
Personal Attributes
* Customer-centric and passionate about delivering excellent service.
* Positive, professional, and approachable manner.
* Self-motivated with a proactive approach to problem-solving.
* Strong attention to detail and accuracy.
* Team player who can also work independently.
* Adaptable and capable of thriving in a fast-paced environment.
Benefits
Competitive salary of £33,000 - £36,000 per annum.
Opportunities for career progression and professional development.
Varied role with a mix of office-based and customer-facing responsibilities.
Supportive and collaborative working environment.
Company pension scheme.
Holiday entitlement plus bank holidays.
This is an excellent opportunity for an enthusiastic customer-focused professional looking to make a real impact within a growing business while developing both customer experience and commercial skills.
Requirements
A customer experience background
Job Title: Customer Experience Manager
Location: Chesterfield
Salary: £33,000 - £36,000 per annum
Job Type: Full-time, Permanent
We also have vacancies for administrators, drivers, accountants, FLT drivers, welders, warehouse, IT, sales, CNC machinists, electricians, buyers and marketing staff