Customer Experience Specialist

Our client is a well-established, international business that''s passionate about design, innovation, and making every customer interaction feel genuinely special. As they continue to grow, they''re looking for a Customer Experience Specialist to join their friendly UK team based in Horsham.

This is a fantastic opportunity to join a company that truly values its people, celebrates creativity, and puts care at the heart of everything it does. Whether you''re a second-jobber looking to build your career in an office environment or an experienced professional ready to hit the ground running, this role offers the chance to thrive in a supportive and dynamic setting. With a global footprint across 90+ markets, they''ve built a reputation not only for their beautiful products but for the way they treat their customers - and their team.

The Package:
Salary: £27,000 - £29,000pa DOE
Monday - Friday, 8am - 5pm (1hour lunch)
Location: Horsham + hybrid working (2 days from home, 3 days in the office)
Benefits: company bonus, 25 days holiday + bank holidays, free parking, private medical insurance and sick pay!

About the Role:
You''ll be at the centre of it all - helping customers, supporting the sales team, and keeping operations running smoothly. If you enjoy variety in your work, take pride in delivering excellent service, and love being part of a close-knit team, this role could be a perfect fit.

Key Responsibilities:

- First point of contact for customer enquiries via phone and email
- Make proactive calls to support, guide and update customers through their journey
- Process orders and quotations, and manage returns, complaints, and samples
- Support payment follow-up and coordinate credit and collection tasks
- Assist the sales team with lead management, onboarding, and key account support
- Maintain accurate customer data in the CRM system
- Contribute to customer care projects, including NPS improvements and event support

What You''ll Bring:

- A genuine passion for customer service and building lasting relationships
- Strong communication skills and a confident, proactive and friendly telephone manner
- Excellent organisational skills with attention to detail
- Hands-on attitude and a team player mindset
- Ability to manage multiple tasks while maintaining calm under pressure

If you''re passionate about delivering a best-in-class customer experience and want to be part of a forward-thinking company that celebrates creativity and innovation - we''d love to hear from you.