We’re looking for a proactive and detail-oriented Customer Experience Administrator to join our growing team. This is a vital role in helping us stay closely connected with our customers by monitoring and responding to feedback across various channels. From managing inboxes and responding to comments, to supporting review moderation and reporting, you'll play a key part in maintaining and improving our brand’s online reputation and customer satisfaction. If you're someone who thrives in a fast-paced digital environment and has a passion for delivering excellent customer experiences, we’d love to hear from you. Main Responsibilities: Monitor and respond to customer enquiries, comments, and messages on social media, both publicly and privately, in line with our brand tone of voice. Support the social media team in identifying new and exciting user-generated content, for use on our own social media or potential collaborations. Manage multiple customer experience inboxes to ensure timely and effective responses, including general internal enquiries and questions about our recommend a friend scheme. Conduct social listening across multiple platforms to identify and monitor any emerging issues and report on findings. Respond to customer reviews on UK and US platforms including but not exclusive to Trustpilot and Google, addressing both positive and negative feedback professionally. Identify key themes and topics across all our comments and reviews and develop actionable insights, in collaboration with the Customer Experience Manager. Carry out occasional data entry and administrative tasks to support the wider Marketing team. What Wren offer: Free access to our onsite gym Enjoy subsidised meals in our two fantastic restaurants Free on-site parking Staff discount on purchasing a kitchen after 1 year of continuous employment! Individual training budget for personal development Free annual eye tests as well as a contribution to new glasses Refer a Friend Scheme Quarterly Bonus Scheme About You Desired skills and knowledge: Excellent written communication and attention to detail Previous experience in social media customer service is beneficial Experience using Microsoft Excel for basic reporting Excellent organisational skills Ability to meet deadlines on a regular basis self-motivated and comfortable working independently About The Company Wren Kitchens are not only passionate about kitchens, we are passionate about our people! We have achieved incredible milestones over the years; opening over 100 showrooms, launching in the USA, and winning multiple awards including the UK’s Number 1 place to work! This is thanks to our team, the Wren family, who have inspired us to push limits and make a difference. With our exponential growth, we are looking for incredible individuals to join us and continue our success story!