We’re looking for the exceptional – is that you?
We are seeking a proactive and customer-focused Customer Relations Executive to join our team. This role plays a vital part in maintaining high levels of customer satisfaction by providing exceptional post-installation support.
This position is within a fast-paced environment and requires you to be able to adapt to changes quickly. Good attention to detail and excellent organisational skills are essential.
You will have a high degree of autonomy in managing your day-to-day tasks, owning the customer relationship after installation, and ensuring all aftercare needs are met in a timely and professional manner. While you’ll operate independently, you’ll report to the Customer Experience Manager for escalations and high-level support when required.
Job Type: Full-time
Salary: £25,000 - £30,000

ESSENTIAL SKILLS & ATTRIBUTES:

• Sales and negotiation skills
• Passion for customer service
• Communication & Interpersonal Skills
• Positive, hardworking attitude
• Competency with numbers and metric measurements

QUALIFICATIONS AND EXPERIENCE

Essential:

• Proven experience in a customer service or aftercare role, preferably in a home improvement or installation-based business.
• Strong communication and interpersonal skills, with a professional and empathetic manner.
• Ability to work independently and take initiative while remaining aligned with company policies and standards.
• Excellent organisational skills with the ability to manage multiple cases or tasks concurrently.
• High attention to detail and a commitment to delivering a high-quality customer experience.
• Comfortable using CRM systems, Microsoft, email, and other digital tools for managing customer communication and records.

Desirable:

• Experience in the window treatment, interior design, or home improvement sector.
• Knowledge of interior window shutters or similar products.
• Familiarity with scheduling software or field service management tools.

• Act as the primary point of contact for customers following the installation of their shutters.
• Manage and resolve customer queries, concerns, or issues promptly and professionally.
• Coordinate service visits or follow-up appointments for any necessary adjustments or aftercare services.
• Maintain accurate and up-to-date records of all customer interactions in our CRM system.
• Liaise with the sales and manufacturing departments to resolve any technical or product-related issues.
• Oversee our Trustpilot account, responding to all reviews and working to improve poor reviews accordingly.
• Support the wider customer service team during peak periods, holidays, or as needed.
  This list is not exhaustive and you may be called upon to carry out other tasks and duties that may be reasonably expected within the scope of your role.