Customer Experience Execuitve

i2i Recruitment; Cheltenham; On-site; GBP 60,000 - 80,000; Full time

Job summary

A professional recruitment agency seeks a customer service representative based in Cheltenham. Ideal candidates will have 2-5+ years in customer-facing roles, strong communication skills, and the ability to manage queries. You will facilitate order processing, track deliveries, and ensure customer satisfaction. The role offers 25 days' holiday, professional development, and a fast-paced working environment, perfect for team players eager to contribute to a supportive team.

Benefits

25 days' holiday

Enhanced maternity & paternity pay

Paid sick leave

Structured professional development

Employee Assistance Programme

Qualifications

• 2-5+ years of experience in a customer-facing/telephone-based role.
• Strong written and verbal communication skills are essential.
• A proactive, resilient mindset to stay calm in fast-paced situations.

Responsibilities

• Act as the first point of contact for customers, answering queries.
• Process customer orders accurately and track deliveries.
• Handle complaints and returns with a 'no quibble' mindset.

Skills

Customer-facing experience

Communication skills

Attention to detail

Proactive mindset

Tools

ERP systems

Job description

What's in it for you?

• 25 days' holiday


• Certified Great Place to Work


• Enhanced maternity & paternity pay


• Paid sick leave


• Structured professional development


• Bike2Work scheme


• Employee Assistance Programme


• One paid volunteering day per year


• Christmas & summer socials (and plenty in between!)

Must have's

• 2-5+ years' experience in a customer-facing/telephone-based role


• Confident and comfortable on the phone - you build rapport quickly


• Strong written and verbal communication skills


• High attention to detail and confidence working across systems and processes


• A proactive, resilient mindset - you stay calm in a fast-paced environment


• A genuine team player who goes the extra mile for customers

Nice to have's

• Experience working with ERP systems or order management platforms


• Background in logistics, fulfilment, or delivery coordination


• Experience handling complaints or complex customer queriesConstruction or building materials knowledge (not essential - they'll teach you!)

So what will you be doing?

• You’ll be the first point of contact for customers, answering calls and emails with clear, friendly, and professional support


• Processing customer orders accurately through the ERP system, taking payments and tracking deliveries


• Coordinating with warehouse teams, suppliers, and courier partners to ensure smooth delivery


• Handling queries, complaints, damages and returns with a \"no quibble\" mindset — solving the problem first


• Proactively updating customers so they're always informed and never chasing


• Supporting small quote tweaks, negotiations or price adjustments when needed


• Spotting opportunities to improve processes and service standards


• Playing a key role in delivering a seamless experience from order to delivery and aftercare

Helpful extras

• Based in Cheltenham


• Full-time, permanent role


• Fast-paced, varied environment where no two days are the same


• Join a business with over 50 years' experience in commercial interiors


• Work for a company that genuinely invests in its people

Interested? Send your CV to Ellie at i2i Recruitment today!

We are proud to be an equal opportunities employer and encourage applications from all suitably qualified candidates regardless of race, gender, disability, religion, belief, sexual orientation or age. Due to the volume of applications, if you haven't heard from us within 5 working days, please consider your application unsuccessful on this occasion. Our mission of \"Making Recruitment Personal\" also means making recruitment fair. As a result, we are committed to reviewing every application with a sense of diversity and inclusion. We strive to personally connect with each applicant, but due to the number of applications we receive, this is not always possible. We will still aim to update you on your application, regardless of if it's successful.