Customer Experience Executive
Nuneaton, Warwickshire
Full-time, Permanent
Great customer service isn't about answering questions.
It's about taking ownership.
At Factory Direct Flooring, we supply thousands of flooring orders across the UK every year. Most deliveries go exactly to plan - but when they don't, we believe our customers deserve someone who genuinely cares about putting things right.
That's where you come in.
We're looking for a Customer Experience Executive who enjoys solving problems, building relationships and delivering exceptional service. You'll become the trusted point of contact for customers once they've placed an order, keeping them informed, working closely with our delivery partners and ensuring every issue is resolved professionally from start to finish.
If you're someone who gets satisfaction from turning a frustrated customer into a happy one, we'd love to hear from you.
About Us
Factory Direct Flooring is one of the UK's leading online flooring retailers. We've built our reputation on quality products, competitive prices and expert advice, but we know our customer experience is what keeps people coming back.
As we continue to grow, we're investing in strengthening our Customer Experience team, ensuring every customer receives the level of service we'd expect ourselves.
This role is for you if...
- You'd rather make a proactive call than wait for a customer to chase you.
- You enjoy solving problems, not just logging them.
- You naturally take ownership and see things through.
- You genuinely care about giving customers a great experience.
What You'll Be Doing
You'll become the owner of our customers' post-order journey, helping ensure every order reaches its destination as smoothly as possible, and resolving any issues before they become bigger problems.
Your responsibilities will include:
- Taking ownership of customer enquiries from start to finish.
- Proactively keeping customers informed throughout the delivery process and managing expectations.
- Liaising daily with national delivery partners to monitor deliveries and investigate delays.
- Resolving delivery issues quickly and professionally, with empathy.
- Coordinating replacement orders, collections and re-deliveries where required.
- Documenting interactions thoroughly in our CRM system to maintain clear communication records.
- Building trust through clear, honest and proactive communication.
- Working closely with our warehouse and operations teams.
- Identifying trends and helping improve our customer journey.
- Delivering an experience that turns frustrated customers into loyal advocates.
No two days are the same. Some days you'll be proactively updating customers on their deliveries, while others you'll be coordinating solutions to more complex issues. Whatever the situation, you'll take ownership and see it through.
What We're Looking For
We're looking for attitude as much as experience.
You'll thrive if you:
- Naturally take ownership and enjoy solving problems.
- Can remain calm under pressure while managing multiple customer cases.
- Love speaking with customers on the phone and building rapport.
- Communicate confidently with customers, demonstrating empathy and professionalism.
- Are naturally organised, proactive and able to prioritise effectively.
- Take responsibility rather than waiting for someone else to fix things.
- Genuinely care about delivering excellent customer service.
You'll ideally have experience in:
- Customer service, customer experience, client support or account management.
- E-commerce, retail or logistics.
- Complaint handling and problem resolution.
- Working with CRM software or ticketing systems.
- Working with delivery or courier companies (desirable but not essential).
Why Join Factory Direct Flooring?
We're a growing business where great ideas are welcomed and customer experience genuinely matters.
You'll join a supportive team where you'll be trusted to make decisions, encouraged to improve processes and given the opportunity to develop your career.
We Offer
- Competitive salary.
- Company bonus scheme.
- Company pension.
- Private healthcare.
- Staff discount.
- Free on-site parking.
- A friendly, supportive working environment.
Sound Like You?
If you're someone who enjoys taking ownership, solving problems and making a real difference to customers, we'd love to hear from you.
Apply today and help us deliver an outstanding customer experience that customers genuinely remember.
Pay: £28,000.00-£31,000.00 per year
Benefits:
- Casual dress
- Company pension
- Employee discount
- Free parking
- Health & wellbeing programme
- On-site parking
- Private medical insurance
Work Location: In person
