Customer Experience & Field Operations Lead

Polypipe; Honiton; On-site; GBP 21,000 - 27,000; Full time

Benefits offered by this job

23 days holiday

Pension matched up to 8%

Life Assurance 3x base salary

Genuit sharesave scheme

Job summary

Genuit Group is seeking a Customer Advisor to act as the operational bridge between customers, field teams, and internal experts. You will coordinate field visits, service bookings, and warranty claims, ensuring compliance and documentation to support right-first-time outcomes.

You will guide customers who are off-track back into the process, balancing day-to-day field operations with resolving complex issues, and will provide proactive feedback to improve processes and prevent repeat problems.

Qualifications

• Experience in a customer-facing or field support role coordinating customer journeys and field visits.
• Ability to manage multiple operational tasks concurrently while meeting timelines.
• Strong interpersonal, communication, and professional handling of difficult conversations.

Responsibilities

• Schedule and coordinate field engineer visits, service bookings, and call-outs with clear client communication.
• Ensure documentation (MCS, Building Regulations) is in place for right-first-time certification and grant funding.
• Manage warranty claims end-to-end, collect evidence, log actions, and progress to resolution.
• Collaborate with technical and field teams to progress remedial actions and escalate blockers early.
• Be the central contact for customers needing guidance, guiding their journey to full resolution.
• Identify recurring issues and provide feedback to improve processes and prevent repeats.

Skills

Customer-facing

Field coordination

Multi-tasking

Interpersonal skills

Documentation

Issue resolution

Process improvement

Technical awareness

Job description

Genuit Group is seeking a Customer Advisor to act as the operational bridge between customers, field teams, and internal experts. You will coordinate field visits, service bookings, and warranty claims, ensuring compliance and documentation to support right-first-time outcomes.

You will guide customers who are off-track back into the process, balancing day-to-day field operations with resolving complex issues, and will provide proactive feedback to improve processes and prevent repeat problems.