Customer Experience Manager

We are seeking a high-cali bre, hands on Customer Experience Manager who leads from the front. In this role, you won't just sit behind a desk; you will set the service standard in the depot. You understand that flawless customer experience truly makes all the difference in future orders - picking the right orders, on time, every time.

You will take full ownership of our depot's customer service, blending strict process discipline with a "take people with you" leadership style. If you have a background in fencing or construction supplies and pride yourself on ensuring a tidy, and highly efficient yard, this is the role for you.

Key Responsibilities Customer Service & Order Accuracy

• The Final Check: Ensure 100% accuracy on all outgoing orders, drastically minimising picking errors and missing items, completing spot checks on orders.
• The Depot Impact: Bridge the gap between sales and logistics. Understand the sales flow and ensure the depot team delivers on the promises made by the sales team.

Operations, Stock & Layout

• Process Champion: Implement, monitor, and ruthlessly enforce operational processes that impact upon the customer experience to ensure maximum safety and efficiency.
• Housekeeping & Safety: Champion a strict "clean as you go" culture. Maintain an immaculate, well organised depot and yard where everything has a home.
• Inventory Control: Support with regular, accurate stocktakes and cycle counts to minimise variance.
• Depot Optimisation: Continuous improvement of the depot layout to optimise traffic flow, picking speeds, and material handling safety to get the best possible outcome for the customer.

Leadership & People Management

• Lead by Example: Get stuck in alongside the team when needed, demonstrating what "high standards" look like in practice.
• Train & Develop: Cultivate a culture of continuous improvement by training team members to standard operating procedures (SOPs).
• Team Engagement: Bring a positive, collaborative mentality that motivates the team, builds trust, and ensures everyone is pulling in the same direction.
• Time Management: Masterfully balance daily firefighting with long term planning.