Job Description

Combining the strength of industry leading companies and their products, together with a technology led research and development facility, Origin Amenity Solutions is a leading force in the UK amenity industry.





Working together, but retaining our individual identity and areas of expertise, our group companies offer the widest, most comprehensive choice for achieving success across all aspects of plant health; its growth, protection, appearance, control and sustainability.





The Customer Experience Manager is responsible for leading the end-to-end customer journey, ensuring that every interaction adds value, builds loyalty, and maintains customer satisfaction. This role oversees all aspects of customer service operations and will act as a key bridge between customers and internal teams.

Key Responsibilities

Lead the development and continuous improvement of the OAS customer journey to improve satisfaction and loyalty Take full ownership of all customer complaints, ensuring they are handled promptly and professionally. Collaborate with internal teams (Sales, Operations, Marketing) to improve processes and address customer feedback. Collaborate closely with the Warehouse team to ensure timely dispatch of orders and act as the primary liaison with parcel and pallet partners, resolving all logistics-related issues. Oversee daily customer service activities, such as parcel tracking, claims for loss/damage, and replacements. Support the management of the online sales platforms and assist internal teams (e.g., Sales) by resolving service-related queries and supporting with order processing and telesales initiatives. Train, coach, and develop members of the Customer Experience team, conducting regular 1:1s and annual reviews; setting and measuring KPIs. Ensure team processes and procedures are documented, up-to-date, and followed. Deliver monthly customer experience reports, including analysis of refunds, courier performance, trends, complaints, root causes, and team performance using insights to recommend improvements in service delivery.




As with all roles, demands change over time and therefore the successful applicant may be required to take on additional responsibilities as the demands of the Company dictate.

Skills and Competencies

Previous experience in leading and developing a team is essential 3-5 Years experience in managing people, development and customer service

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Excellent verbal and written communication skills; able to build strong relationships with customers, colleagues, and suppliers. Proactive and confident decision-maker who can work independently. Strong IT skills, particularly in Microsoft Excel. Highly organised and detail-oriented, with the ability to manage multiple tasks and priorities. A passion for delivering exceptional customer service and continuous improvement. Professional and friendly approach across all communication channels. Team player with a willingness to support others during peak periods. Committed to personal and professional development.

Customer Focus

- Understands customer needs and goes the extra mile to deliver exceptional service.

Leadership

- Ability to inspire, coach, and develop a high-performing team.

Communication

- Communicates clearly, professionally, and effectively with all stakeholders.

Problem Solving

- Approaches challenges logically and creatively to identify effective solutions

Empathy

- Demonstrates genuine care for customers, building trust and rapport.

Process Improvement -

Continuously identifies and implements improvements to enhance the customer journey.

Data-Driven Thinking

- Uses insights from data to inform decisions and improve performance.

Resilience

- Stays calm under pressure, adapts to change, and manages difficult situations confidently.

It's you we're interested in

At Origin, we want everyone to have an equal opportunity to achieve their full potential. We positively encourage applications from all suitably qualified and eligible candidates, regardless of their gender, ethnicity, disability, age, sexuality, religion or belief, marital status, pregnancy and maternity.





Having a diverse and inclusive business is vital for our future success and that's why we treat all our applicants fairly and with respect, irrespective of their background or any other protected characteristic.