Customer Experience Expert

Brook Street; Cardiff; Hybrid; GBP 25,000 - 35,000; Full time

Job summary

A staffing agency in Cardiff is seeking a Customer Experience Executive to ensure top-tier service delivery and account management for key clients. In this hybrid role, you will manage relationships, coordinate technical support, and resolve customer issues efficiently. A strong background in customer service, technical insight, and excellent communication skills are essential. The company offers competitive salary, annual leave, bonus, and various employee benefits. This is a permanent full-time position.

Benefits

Competitive salary

25 days' annual leave

Quarterly bonus of 10%

Life insurance

Cycle to Work scheme

Subsidised gym membership

Health and wellbeing resources

Employee discounts

Qualifications

• Proven background in customer service or account management.
• Technically minded with a proactive approach.
• Strong communication and relationship building skills.

Responsibilities

• Manage and develop relationships with key accounts.
• Act as main contact for client service and technical needs.
• Coordinate field engineers to meet service agreements.

Skills

Customer service background

Technical problem-solving

Strong communication skills

Proficiency in ERP or CRM systems

Microsoft Excel

Job description

Customer Experience Executive
Location: Cardiff / Hybrid - 3 days office based and 2 days home based weekly.

Looking for a role where your technical problem‑solving skills meet exceptional customer care? This is an exciting full‑time permanent opportunity to join a growing service team delivering top‑tier support and account management to key clients.

As a Customer Experience Executive, you'll be at the heart of ensuring first‑class service delivery, coordinating technical support, and building strong relationships with clients who rely on outstanding service standards every day.

What You'll Be Doing

• Manage and develop long‑term relationships with a portfolio of major and specialist accounts.
• Act as the main point of contact for all client service and technical needs.
• Coordinate and schedule field engineers to meet service level agreements.
• Apply your technical insight to match the right resources to each task.
• Maintain detailed records, reports, and service documentation.
• Provide proactive updates to clients, resolving issues efficiently and professionally.
• Assess service costs and make recommendations to improve value for customers.
• Participate in client meetings and contribute to ongoing service improvement projects.

What You'll Bring

• Proven background in customer service or account management.
• Technically minded with a proactive, problem‑solving approach.
• Confidence in managing multiple priorities in a fast‑paced environment.
• Strong communication skills and the ability to build trusted client relationships.
• Experience using ERP or CRM systems is desirable.
• Competent with Microsoft Excel, Word, and Outlook.

Who You Are

• A confident communicator who thrives on solving problems and supporting others.
• Resilient, focused, and motivated by delivering great service experiences.
• An organised multitasker who enjoys working collaboratively with internal and external teams.
• Someone with the drive to take ownership and deliver results.

What's in It for You

• Competitive salary
• 25 days' annual leave (plus ability to buy up to 5 more).
• Quarterly bonus of 10% of salary.
• Life insurance coverage.
• Cycle to Work scheme.
• Subsidised gym membership.
• Access to health and wellbeing resources.
• Car parking available.
• A range of employee discounts.

Be part of a progressive team that values initiative, expertise, and customer excellence. If you're ready to take ownership of your accounts and make a real impact, this could be the perfect next step in your career.

Please apply ASAP

Brook Street NMR is acting as an Employment Agency in relation to this vacancy.