Customer Experience Executive — Grain & Frame
Full-time, Mon–Fri (8:00–4:30 or 9:00–5:30)
On-site, Oldbury B69
The role in one line:
You are customer service for Grain & Frame. You own every customer's experience from "I'm thinking about a table" to "it arrived and I love it" — using our AI helpdesk to move fast, and your judgement to handle the moments that matter.
What you'll actually do, day to day:
Reply to every customer email within 2 working hours and answer calls within 4 rings; finish each day with the inbox at zero.
Use our AI helpdesk to draft replies, then review, correct and send — you're the quality check and the brand voice, not a copy-paste button.
When a table arrives damaged, you own it: acknowledge same day, get photos, and have a fix (replacement part, collection or refund) agreed within 24 hours.
Chase couriers on late deliveries and come back to the customer with a confirmed new date within 4 hours — before they have to chase us.
Help unsure customers choose the right size and finish, and send a free oak sample pack to anyone hesitating on colour.
Resolve refunds and goodwill gestures up to £100 on your own call. We trust your judgement; we don't want you waiting on approvals.
Every Friday, tell us the top 3 things customers struggled with that week and how you'd fix them.
The honest hard part:
This is a solo role. On a bad day, someone's £900 table turns up damaged the morning of their dinner party, and you'll be the one who calms them down and sorts it. If you want a big team to hide behind, this isn't for you. If you like owning outcomes and being the person customers remember, you'll love it.
You'll thrive here if you can show us:
A specific time you turned a furious customer into a happy one — what you actually said and did.
That you're comfortable using AI tools daily and trust yourself to catch where they're wrong.
That you can run your own day without someone checking your inbox.
Benefits: Staff discount · free on-site parking · company pension · casual dress · company events · holiday allowance.
Pay: From £40,000.00 per year
Benefits:
- Casual dress
- Free parking
- On-site parking
Ability to commute/relocate:
- Oldbury B69 2RE: reliably commute or plan to relocate before starting work (required)
Work authorisation:
- United Kingdom (required)
Work Location: In person
