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 and pipeline maintenance and efficient order management. The role will champion the customer experience, advocating for customers'' needs within the organisationThis is a senior role that will sit within their Leadership TeamDuties and responsibilitiesDrive proactive Inbound call management - using calls as sales opportunities and delivering quality service.Implement order management process that ensures accuracy, efficiency and timelinessTriage post sales issues and solve where able; escalate to Technical Services team where appropriateDrive proactive Outbound call management - engage with prescribed list of customers to drive remote customer relationship managementOversee opportunity management, ensuring ..... full job details .....