We’re looking for a Customer Experience Executive to join our team on a fixed term basis to act as a first point of contact for our pubs and beer brands. This role is essential in helping ensure we resolve feedback and complaints while championing exceptional experiences. You will work closely with internal teams to deliver high quality moments, drive continuous improvement and ensure every customer interaction reflects our commitment to be a long-lasting, positive force in the South West.
Key Responsibilities
* Manage customer feedback, complaints, and compensation across our pubs, inns, and beer brands.
* Collaborate with internal teams to resolve issues efficiently.
* Prepare reports and analyse data to support continuous improvement.
* Communicate clearly with customers via phone, email, and online platforms.
* Use Reputation.com to log feedback, troubleshoot issues, and produce insights.
* Support initiatives and projects that enhance customer loyalty and experience.
* Manage your diary and priorities to meet deadlines and service standards.
About you
* Previous customer service experience, ideally in hospitality or retail.
* Excellent communicator with strong interpersonal skills.
* Organised, detail-oriented, and able to prioritise in a fast-paced environment.
* Proactive problem solver who stays calm under pressure.
* Flexible team player, adaptable to different situations.
* Confident with digital systems and Microsoft Office.
* Passionate about delivering exceptional customer experiences aligned with St Austell Brewery’s values.
What We Offer in Return
* 25 days annual leave (plus 8 bank holidays
* Competitive pension scheme
* 30% discount on food & drink and 50% discount on accommodation
* Westfield Health Rewards
* Fantastic training and career development opportunities
Additional Information
If you would like a job description, please email: recruitment@staustellbrewery.co.uk
St Austell Brewery is an Equal Opportunities employer, and we positively encourage applications from suitably qualified and eligible candidates regardless of age, sex, race, disability, sexual orientation, gender reassignment, religion or belief, marital or civil partnership status, or pregnancy and maternity. We also welcome requests for flexible working.
Early applications are encouraged as we review applications throughout the recruitment process and reserve the right to close the advert at any time.
We politely request no contact from recruitment agencies or media sales. Speculative CVs from recruitment agencies will not be accepted, nor the fees associated with them.