Customer Experience Executive

PELHAM; Waterlooville; On-site; GBP 25,000 - 30,000; Full time

Job summary

A growing customer-focused company in Waterlooville is seeking two individuals for their new Customer Experience function. Responsibilities include managing customer queries, handling orders, and coordinating with teams to enhance the customer journey. Ideal candidates should show strong problem-solving skills and have experience in customer service or operations. The role offers a competitive salary and career development opportunities.

Benefits

Competitive salary

Career development

Time off for charity work

Free on-site parking

Supportive culture

Beautiful facility

Qualifications

• Previous customer service or operations experience, ideally in a B2B context.
• A keen eye for detail and confidence using systems like CRM or ERP.

Responsibilities

• Managing repeat customer orders and tracking deliveries.
• Handling day-to-day customer queries and support requests.
• Logging, managing and resolving customer complaints in collaboration with other teams.
• Running feedback surveys and helping reach a world-class Net Promoter Score.
• Spotting trends and suggesting improvements to the customer journey.
• Coordinating with sales, quality and operations to keep everything on track.

Skills

Proactive mindset

Organizational skills

Problem-solving

CRM systems knowledge

Customer service experience

Tools

CRM

ERP

Job description

We’re building something exciting here at Pelham, a brand new Customer Experience function, and we’re looking for two brilliant people to help shape it from the ground up.

At Pelham, we believe delivering an outstanding Customer Experience is essential to our continued growth. That’s why we’re creating a team dedicated to joining up the dots between sales and operations, resolving issues quickly, handling feedback smartly, and making life easier for our customers at every stage.

This is your chance to make a real impact in a business that’s going places, and to do it in a company that values its people, champions improvement, and is genuinely a great place to work.

What you'll be doing:

• Managing repeat customer orders and tracking deliveries
• Handling day-to-day customer queries and support requests
• Logging, managing and resolving customer complaints in collaboration with other teams
• Running feedback surveys and helping us reach a world-class Net Promoter Score
• Spotting trends and suggesting improvements to the customer journey
• Coordinating with sales, quality and operations to keep everything on track

You’ll report to the Head of Projects & Continuous Improvement, whilst working closely with the Head of Sales, reflecting the close connection between commercial and operational teams.

What we’re looking for:

• Someone proactive, organised and great with people
• A problem-solver who loves improving how things work
• Previous customer service or operations experience (ideally B2B)
• A keen eye for detail and confidence using systems like CRM or ERP

Why Join Pelham?

Pelham isn’t just a great place to work – it’s a place where your ideas, energy and career can grow. Here’s what you can expect:

• Competitive salary – up to £30,000 depending on experience
• Career development – we’re growing fast, and we love to promote from within
• Time off for charity work – support causes you care about on company time
• Free on-site parking – at our modern, welcoming Waterlooville HQ
• Supportive culture – we value collaboration, improvement and doing the right thing
• Beautiful facility – work in a bright, purpose-built environment designed for success