Customer experience representative

Job Description

Customer Experience Representative (CER)

Location: Cheadle Office

Reporting to: Customer Experience Team Leader

About the Role

We are looking for a proactive and customer-focused Customer Experience Representative (CER) to join our UK Customer Experience team. This role blends high-quality customer support with outbound engagement and sales support, helping to drive customer retention and business growth.

You will work closely with Sales and Marketing teams to enhance the overall customer journey, from on-boarding through to long-term engagement.

Key Responsibilities

Customer Support

• Deliver responsive, professional support via phone, email, and digital channels
• Handle queries relating to orders, products, and accounts
• Resolve issues and ensure excellent service recovery

Customer Engagement

• Proactively engage customers through outbound calls and campaigns
• Support on-boarding, retention, and re-engagement activities

Sales & Commercial Support

• Assist Country Managers with customer follow-ups and insights
• Support pricing comparisons, product matching, and campaign activity
• Help identify opportunities and risks within the customer base

CRM & Data Management

• Maintain accurate records in CRM systems (e.g., HubSpot)
• Track customer interactions and ensure data accuracy

Customer Insight

• Gather feedback and identify trends, risks, and opportunities
• Act as a voice of the customer across the business

Skills & Experience

Essential:

• Experience in customer service or customer experience roles
• Strong communication and relationship-building skills
• Confident managing multiple tasks and customer interactions
• Experience with CRM systems and Microsoft Office
• Proactive, organised, and customer-focused approach

Desirable:

• B2B or commercial environment experience
• Exposure to sales support or outbound engagement
• Familiarity with HubSpot or similar CRM tools
• Additional European language

What Success Looks Like

• High customer satisfaction and service quality
• Strong outbound engagement and campaign delivery
• Accurate CRM usage and reporting
• Contribution to customer retention and commercial performance

What We Offer

• Up to 33 days holiday (incl. bank holidays) + your birthday off
• Enhanced family leave, sickness policies & Life Assurance
• Health support: 24/7 GP, mental health, EAP & wellbeing tools
• Financial benefits: salary sacrifice, discounts & early pay access
• Recognition schemes & social events

About Us

We are a fast-growing, high-performance business driven by three core values:

Customer Focused | Team Powered | Outcome Driven