Customer Experience Advisor

Winberry; Nant-y-Bwch; On-site; GBP 29,000 - 32,000; Full time

Job summary

Winberry in Tredegar is seeking a Customer Experience Advisor to deliver exceptional service across phone, email and live chat. You’ll handle enquiries and orders, provide accurate product and delivery information, and coordinate with internal teams to ensure smooth delivery from enquiry to checkout.

We value a proactive, detail‑oriented approach, strong communication and the ability to upsell where appropriate; a reliable, customer‑focussed teammate who can work across Sales, Production and

Qualifications

• Excellent communication and interpersonal skills.
• Strong attention to detail and accuracy.
• Good administrative and numerical skills.
• A professional, customer-focused approach.
• A proactive, solution-focused attitude.
• Ability to manage multiple priorities and work with different teams.
• Good IT/CRM skills.
• A commercial mindset with the confidence to upsell and cross-sell.

Responsibilities

• Manage customer enquiries by phone, email and digital channels, providing professional and helpful support.
• Process customer orders accurately, checking product codes, quantities and delivery details.
• Provide customers with accurate information on products, stock availability, lead times and deliveries.
• Liaise with Production, Planning, Warehouse and Logistics teams to ensure orders and deliveries run smoothly.
• Coordinate delivery schedules, customer bookings and specific delivery requirements.
• Handle customer queries, complaints and credit requests, escalating issues where appropriate.
• Maintain accurate customer records and information on the CRM system, supporting the wider Sales team.
• Manage the product sample service, including processing requests, preparing samples and arranging dispatch.
• Develop strong customer relationships while identifying appropriate upselling and cross-selling opportunities.
• Build product knowledge and provide customers with accurate product and technical information.
• Contribute to continuous improvement and product development initiatives.
• Work collaboratively with colleagues and carry out other reasonable duties as required.

Skills

Communication skills

Attention to detail

Administrative skills

Customer focused

Proactive problem solving

Multitasking

CRM systems

Upselling

Tools

CRM software

Job description

Customer Experience Advisor

Salary: £29,000 - £32,000 depending on experience

Hours: 37.5 hours per week (Fleixble between 7.30am - 6pm)

Location: Tredegar

Permanent, full-time

The Role

We are looking for a Customer Experience Advisor to join a successful, design-led business in Tredegar and play a key role in delivering an excellent customer experience.

You’ll be responsible for managing customer enquiries and orders, providing accurate product and delivery information, coordinating with internal teams and ensuring customers receive a professional and reliable service from enquiry through to delivery.

Please note: Due to the location of the site in Tredegar, access to your own transport is essential.

Key Responsibilities

• Manage customer enquiries by phone, email and digital channels, providing professional and helpful support.
• Process customer orders accurately, checking product codes, quantities and delivery details.
• Provide customers with accurate information on products, stock availability, lead times and deliveries.
• Liaise with Production, Planning, Warehouse and Logistics teams to ensure orders and deliveries run smoothly.
• Coordinate delivery schedules, customer bookings and specific delivery requirements.
• Handle customer queries, complaints and credit requests, escalating issues where appropriate.
• Maintain accurate customer records and information on the CRM system, supporting the wider Sales team.
• Manage the product sample service, including processing requests, preparing samples and arranging dispatch.
• Develop strong customer relationships while identifying appropriate upselling and cross-selling opportunities.
• Build product knowledge and provide customers with accurate product and technical information.
• Contribute to continuous improvement and product development initiatives.
• Work collaboratively with colleagues and carry out other reasonable duties as required.

About You

We’re looking for someone with previous customer service, customer experience, sales support or similar experience, who takes pride in delivering a high standard of service.

You’ll need:

• Excellent communication and interpersonal skills.
• Strong attention to detail and accuracy.
• Good administrative and numerical skills.
• A professional, confident and customer-focused approach.
• A proactive, solution-focused attitude.
• The ability to manage multiple priorities and work effectively with different teams.
• Good IT/CRM skills.
• A commercial mindset with the confidence to identify opportunities to upsell and cross-sell.

The Package

• £29,000 - £32,000 salary, depending on experience
• 37.5 hours per week
• Permanent, full-time position
• Opportunity to join an established, design-led business
• Varied role working across Customer Service, Sales, Production and Logistics

If you're an experienced customer service professional who enjoys solving problems, building relationships and delivering a high level of service, we'd like to hear from you