Customer Experience Executive

St Austell Brewery; Higher Trekenning; On-site; GBP 22,000 - 30,000; Full time

Benefits offered by this job

25 days annual leave

Pension scheme

Discounts on food & drink

Discount on accommodation

Westfield Health Rewards

Training and development opportunities

Job summary

St Austell Brewery is seeking a Customer Experience Executive on a permanent, full-time basis to deliver first-class service to Free Trade customers, business partners, and Managed Pubs. The role combines service excellence with a commercial mindset to maximise sales, retain accounts, and resolve queries quickly.

You will work with Sales, eCommerce and field teams to drive revenue and strengthen long-term customer relationships, supported by a strong product knowledge and a proactive, organised

Qualifications

• Strong customer focus with the ability to build lasting relationships.
• Commercially minded with awareness of sales targets, turnover and margin.
• Highly organised, proactive, and able to manage priorities under pressure.
• Confident communicator with a positive, engaging style.
• Team player who can also work effectively on their own initiative.
• Experience in a customer-focused, sales, or telesales environment.
• Proficient in Microsoft Office, including Excel and Word.

Responsibilities

• Manage incoming calls inline with agreed service levels.
• Maximise sales, retention, and purchasing across all categories.
• Resolve customer queries promptly, delivering effective first-time resolutions.
• Promote new, seasonal, and promotional products through strong product knowledge.
• Work closely with the eCommerce team to drive digital revenue.
• Collaborate with Sales Development Managers and Area Managers to optimise service and sales opportunities.
• Support team targets, daily call volumes, and shared objectives

Skills

Customer focus

Communication

Teamwork

Organised

Independent initiative

Tools

Excel

Word

Job description

We’re looking for a Customer Experience Executive to join our team on a permanent, full time basis. This role is responsible for delivering a first-class level of service to our Free Trade customers, business partners and Managed Pubs. the successful applicant will combine excellent customer service with a strong commercial mindset—maximising sales opportunities, retaining accounts, and resolving customer queries quickly and effectively. Working closely with colleagues across Sales, eCommerce and field teams, you’ll play a key role in driving revenue and long-term customer relationships.

Key Responsibilities

• Manage incoming calls inline with agreed service levels.
• Maximise sales, retention, and purchasing across all categories.
• Resolve customer queries promptly, delivering effective first-time resolutions.
• Promote new, seasonal, and promotional products through strong product knowledge.
• Work closely with the eCommerce team to drive digital revenue.
• Collaborate with Sales Development Managers and Area Managers to optimise service and sales opportunities.
• Support team targets, daily call volumes, and shared objectives

About you

• Strong customer focus with the ability to build lasting relationships.
• Commercially minded with an awareness of sales targets, turnover, and margin.
• Highly organised, proactive, and able to manage priorities under pressure.
• Confident communicator with a positive, engaging style.
• Team player who can also work effectively on their own initiative.
• Experience in a customer-focused, sales, or telesales environment.
• Competent in Microsoft Office, including Excel and Word.

What We Offer in Return

• 25 days annual leave (plus 8 bank holidays)
• Competitive pension scheme
• 30% discount on food & drink and 50% discount on accommodation
• Westfield Health Rewards
• Fantastic training and career development opportunities

Additional Information

St Austell Brewery is an Equal Opportunities employer, and we positively encourage applications from suitably qualified and eligible candidates regardless of age, sex, race, disability, sexual orientation, gender reassignment, religion or belief, marital or civil partnership status, or pregnancy and maternity. We also welcome requests for flexible working.

Early applications are encouraged as we review applications throughout the recruitment process and reserve the right to close the advert at any time.

We politely request no contact from recruitment agencies or media sales. Speculative CVs from recruitment agencies will not be accepted, nor the fees associated with them.

For any additional information, please email: [e-mail]