# Customer Experience Manager

> Universal Business Team · Caerphilly, United Kingdom · — · Posted 2026-05-14

**Workplace:** on_site

**Department:** KW

## Description

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

## 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.

## Apply

[Apply at Universal Business Team](https://apply.workable.com/ubteam/j/A27D50AD4F/apply)

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