Customer Experience Executive

Ecruit; Tewkesbury; On-site; GBP 25,000 - 35,000; Full time

Job summary

A leading e-commerce brand in the UK is looking for a Customer Experience Executive to ensure seamless customer interactions from order to delivery. This role involves managing customer communications, processing orders, and addressing queries effectively. The ideal candidate has 3-5 years in customer-facing roles and thrives in a fast-paced environment. The company offers numerous employee perks including 25 days of annual leave, professional development, and enhanced family leave policies.

Benefits

25 days of annual leave

Professional development programmes

Christmas and summer socials

Enhanced maternity/paternity packages

Paid sick leave

Bike2Work scheme

Employee Assistance Programme

Free eye testing and glasses contribution

One paid volunteering day per year

Qualifications

• 3–5+ years’ experience in a customer-facing role.
• Ability to build rapport quickly over phone.
• Dynamic and resilient in fast-moving environments.
• Detail-oriented with systems and processes.
• Professional communication skills.

Responsibilities

• Answering phones, responding to emails, and providing support.
• Processing orders accurately and taking payments.
• Handling queries, complaints, damages, and returns.
• Liaising with couriers and suppliers.
• Proactive updates to customers regarding their orders.
• Suggesting improvements to enhance efficiency.

Skills

Customer communication

Order management

Issue resolution

Delivery coordination

Process improvement

Job description

Overview

Customer Experience Executive:

About Us

Ceiling Tiles UK (CTUK) is the UK’s leading online reseller of ceiling tiles and interiors and an award-winning e-commerce brand. We specialise in delivering ceiling solutions to customers nationwide, managing the full end-to-end fulfilment of orders through both our own warehouse and distribution centre, as well as our trusted network of suppliers across the UK.

About the Role

As a Customer Experience Executive, you’ll play a key role in making sure every customer interaction runs smoothly from order to delivery & aftercare. This means staying on top of calls and emails, processing orders accurately, coordinating with our warehouse and courier partners, and keeping customers informed every step of the way.

The role is both process-driven and dynamic. You’ll work within our ERP system to follow clear fulfilment and order management processes, ensuring accuracy and consistency, while also bringing the confidence and energy to adapt quickly, solve problems on the spot, and keep communication proactive and professional. It’s a fast-paced environment where no two days are the same, perfect for someone who thrives on variety, team collaboration and takes pride in delivering a seamless experience.

Responsibilities

• Customer communication – Answering phones, responding to emails, and providing clear, friendly, and professional support.
• Order management – Processing orders accurately in our ERP system, taking payments, tracking deliveries, and ensuring everything arrives on time and in full.
• Issue resolution – Handling queries, complaints, damages, and returns with our “no quibble” mindset solving problems first, sorting the admin later.
• Delivery coordination – Liaising with couriers, suppliers, and our warehouse team to keep everything running smoothly.
• Front-foot service – Proactive updates to customers, keeping them informed, and making sure they never have to chase us.
• Process improvement – Suggesting ways to improve efficiency and service standards, aligned with CTUK’s wider brand objectives.
• Dynamic support – While technical sales is handled by another team, you’ll occasionally manage small quote tweaks, negotiations, or price adjustments to get an order secured.

About You

We’re looking for someone who:

• Has 3–5+ years’ experience in a customer-facing role
• Thrives on the phone and builds rapport quickly.
• Is dynamic, resilient, and enthusiastic — able to roll with the punches in a fast-moving environment.
• Is detail-obsessed and confident working across systems and processes.
• Writes and speaks with absolute professionalism
• Loves being part of a team and is motivated by going the extra mile for customers.
• Doesn’t need to know construction / building materials (we’ll teach you), but brings service standards that match our world-class ethos.

About the Company

Since our founding in 1974, we have grown into a leader in the commercial interiors industry. Established by Gary Hough, we began as a regional contractor and rapidly expanded. Over the years, we have diversified with the launch of several specialist brands, becoming a trusted provider of end-to-end workplace solutions.

With over 50 years of experience, we are dedicated to creating exceptional workspaces, from ceilings to floors, while investing in our future growth. We see potential in our team, and they see huge potential in us.

Certified as a Great Place to Work

Need proof of our great company culture? We’ve got a certificate for it!

We’ve been certified as a Great Place to Work after 100% of our employees gave positive experience feedback, based on our company culture, perks, support and values. Our staff will always be our priority and this certification allows us access to insights, analytics and workshops to continue to develop our people strategy.

Company Perks

We offer an excellent employee benefits program because we believe that a great process starts with great people. We recognise and reward our brilliant team with perks that include (but are by no means limited to):

• 25 days of annual leave
• Structured and supported professional development programmes
• Christmas and summer socials (with lots of fun in between!)
• Enhanced maternity/paternity packages
• Paid sick leave
• Bike2Work scheme
• Access to Employee Assistance Programme
• Annual free eye testing and contribution towards new glasses
• One paid volunteering day per year

Interested or know someone who might be? Please contact [e-mail] to find out more (there’s a referral reward in it for you too!).