Customer Experience Expert

Customer Experience Executive
Location: Cardiff / Hybrid - 3 days office based and 2 days home based weekly.

Looking for a role where your technical problem‑solving skills meet exceptional customer care? This is an exciting full‑time permanent opportunity to join a growing service team delivering top‑tier support and account management to key clients.

As a Customer Experience Executive
, you'll be at the heart of ensuring first‑class service delivery, coordinating technical support, and building strong relationships with clients who rely on outstanding service standards every day.

• Manage and develop long‑term relationships with a portfolio of major and specialist accounts.
• Act as the main point of contact for all client service and technical needs.
• Coordinate and schedule field engineers to meet service level agreements.
• Apply your technical insight to match the right resources to each task.
• Maintain detailed records, reports, and service documentation.
• Provide proactive updates to clients, resolving issues efficiently and professionally.
• Assess service costs and make recommendations to improve value for customers.
• Participate in client meetings and contribute to ongoing service improvement projects.

• Proven background in customer service or account management.
• Technically minded with a proactive, problem‑solving approach.
• Confidence in managing multiple priorities in a fast‑paced environment.
• Strong communication skills and the ability to build trusted client relationships.
• Experience using ERP or CRM systems is desirable.
• Competent with Microsoft Excel, Word, and Outlook.

• A confident communicator who thrives on solving problems and supporting others.
• Resilient, focused, and motivated by delivering great service experiences.
• An organised multitasker who enjoys working collaboratively with internal and external teams.
• Someone with the drive to take ownership and deliver results.

• Competitive salary
• 25 days' annual leave (plus ability to buy up to 5 more).
• Quarterly bonus of 10% of salary.
• Life insurance coverage.
• Cycle to Work scheme.
• Subsidised gym membership.
• Access to health and wellbeing resources.
• Car parking available.
• A range of employee discounts.

Be part of a progressive team that values initiative, expertise, and customer excellence. If you're ready to take ownership of your accounts and make a real impact, this could be the perfect next step in your career.

Please apply ASAP

Brook Street NMR is acting as an Employment Agency in relation to this vacancy.