Company
This is your chance to join an excellent business, where changing people’s lives through the products that they design, manufacture and install is a daily occurrence. With 40 years’ experience under their belt, they are a leading provider in the UK, a market leader in Europe and have a presence in many other countries worldwide.
Role Function
The Customer Experience & Sales Operations Manager will take ownership of the end‑to‑end customer experience, from initial enquiry through to order fulfilment and aftercare ensuring that every interaction reflects the commitment to exceptional service. The role sits at the heart of the commercial operations ensuring that every customer touchpoint is efficient and seamless, and their insights drive improvements across operations, service delivery and training.
Hours and Benefits
- 37.5 hours per week, Monday – Friday (office‑based role)
- 23 days holiday plus bank holidays
- Life insurance cover
- Employee Assistance Programme
- Profit related pay
- Commutable From: Derby, Nottingham, Leicester, Chesterfield, Sheffield
Responsibilities (but not limited to)
- Lead and develop Inbound Sales, Order Processing, and Customer Excellence teams, driving high performance and accountability.
- Own, track, and report on key KPIs (Sales Conversions, Customer Satisfaction, SLAs and CRIs), using data to drive decisions and improvements.
- Ensure fast, accurate handling of enquiries, bookings, orders, and installations.
- Drive continuous improvement of sales processes, workflows, and customer communications, ensuring clear ownership across all touchpoints.
- Proactively identify risks, bottlenecks, and opportunities across the customer journey and implement solutions.
- Collaborate with department heads to ensure timely completion of deliverables and seamless handovers.
- Oversee CRM systems and data accuracy, troubleshooting daily operational issues and optimise systems to support a smooth sales process, reducing friction and enhancing productivity.
- Manage returns and warranties, ensuring timely resolution and root cause analysis as well as acting as the first point of contact for escalated customer complaints.
- Standardise processes, documentation, and best practices across customer‑handling teams.
- Coach, develop, and performance‑manage teams, including regular 1‑2‑1s and objective setting.
- Work closely with the Online Marketing team to increase response rates on customer reviews across platforms such as Trustpilot and Google.
- Monitor and manage online feedback to support continuous improvement.
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