Customer Experience Specialist

JR United Kingdom; Horsham; Hybrid; GBP 25,000 - 35,000; Full time

Job summary

A global architectural company seeks a Customer Experience Specialist who will provide friendly and professional support to customers. Key responsibilities include managing orders, supporting sales, and maintaining accurate customer data. The role offers a hybrid working option, private medical insurance, and additional benefits.

Benefits

Private medical insurance

25 days holiday + bank holidays

7 days paid sick leave

Friendly and supportive environment

Quarterly turnover-based bonus (post-probation)

Qualifications

• Excellent, friendly phone manner.
• Genuine passion for customer care.
• Comfortable working with CRM systems.

Responsibilities

• Answer customer calls with professionalism and warmth.
• Manage orders from quotes to payments, including returns and complaints.
• Support sales by handling leads, quotations, and new customer onboarding.

Skills

Customer care

Organisational skills

Team player

Attention to detail

Proactive attitude

Tools

CRM systems

Job description

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Orac is a global, family-owned company creating architectural elements that transform spaces with style and personality. With 400+ passionate employees, offices in 11 countries, and partners across 90+ markets, Orac thrives on innovation, creativity, and customer care. We empower people, support communities, and care about sustainability — all while delivering products that inspire. Join a company that celebrates success, welcomes fresh ideas, and builds a bright future together.

In your role as Customer Experience Specialist, you’ll provide friendly phone support to our customers and deliver smooth, hassle-free service and support customer daily operations. Working closely with sales and CEX team, you’ll help drive commercial activities and ensure every customer journey is seamless and enjoyable.

What you’ll do:

• Be the first point of contact, answering customer calls with professionalism and warmth
• Manage orders from quotes to payments, including returns and complaints
• Support sales by handling leads, quotations, and new customer onboarding
• Keep customer data accurate and up to date in the CRM
• Join projects improving customer care, NPS, and customer events

What we’re looking for:

• Excellent, friendly phone manner
• Genuine passion for customer care
• Strong organisational skills and attention to detail
• Team player with a proactive, positive attitude
• Comfortable working with CRM systems

We would like you to be available for an annual one-week trip to Belgium (plus onboarding week) and occasional travel to London for events.

What we offer:

- Private medical insurance

- 25 days holiday + bank holidays

- 7 days paid sick leave

- Hybrid working is available on request (up to 2 days/week from home after probationary period)

- Friendly and supportive environment

- Quarterly turnover-based bonus (post-probation)

If you’re ready to join a dynamic, innovative team and help shape an exceptional customer experience, we’d love to hear from you!