Commercial Services Group
Customer Experience Executive
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Location: Shrewsbury, Shropshire
Salary/package: £25,948 per annum
Contract type: Permanent
Hours: Full time, 37 hours per week
About the Role
Commercial Services Group (CSG) are looking for a motivated and personable Customer Experience Executive to join their Global Education Supplies (GES) division and play a key role in delivering high-quality customer service from first contact to resolution. The role offers variety, responsibility, and the chance to make a real impact on customer satisfaction and loyalty.
Who We Are
Global Education Supplies (GES) is part of the Children & Education portfolio at Commercial Services Group (CSG), comprising seven complementary brands that serve the global education sector. These include KCS Education, CES, Landscapes for Learning, Maudesport, Gresswell, Timstar, and Technology Supplies. With a customer base spanning more than 90 countries, GES is entering a transformational phase focused on international growth, new product development, marketing investment, and operational excellence.
Why This Role Matters
The successful candidate will be responsible for ensuring queries, orders, and issues are handled accurately and efficiently. The role acts as a central point of contact between customers, suppliers, and internal teams to keep service running smoothly. By owning each case and maintaining accurate records, the position ensures reliable delivery, customer satisfaction, and operational continuity.
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What You’ll Be Doing
- Handle incoming and outgoing customer calls, providing timely order and delivery updates and one-touch resolution.
- Resolve customer queries, discrepancies, and complaints by investigating issues and liaising with suppliers and internal teams.
- Manage multiple customer email inboxes to ensure all requests are answered accurately and within agreed service levels.
- Process customer orders efficiently and accurately to support smooth fulfillment.
- Maintain up-to-date and accurate customer records within the CRM system.
- Build strong customer relationships to encourage repeat business and long-term retention.
- Coordinate with internal departments such as Sales, Finance, Operations, and Procurement to resolve issues and meet customer needs.
- Ensure high levels of accessibility and responsiveness across phone, email, and other contact channels.
What We’re Looking For
- Minimum of 2 years’ experience within a customer service office-based role.
- Clear and professional communication, both verbally and in writing with customers and internal stakeholders.
- Confidence in handling telephone-based customer contact including call handling or telesales activity.
- Proficient use of ERP’s particularly Epicor is highly desirable.
- Excellent organisational and time management skills.
What You’ll Get In Return
- Salary of £25,948 per annum.
- 25 days annual leave, rising to 27 after four years.
- Birthday Day Off.
- One concessionary day during the Christmas period.
- Pension scheme with 4% employer contribution.
- Life assurance cover.
- Access to Learning & Development opportunities via our CSG Academy.
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Why CSG?
CSG is the UK’s largest local authority-owned trading company (LATCO), generating over £700 million in revenue per annum and supporting more than 16,000 education and public sector customers globally. We are growing through a combination of organic development, acquisitions, and strategic partnerships. Our 35+ businesses deliver services across education, IT, HR, legal, energy, procurement, and more, all focused on delivering meaningful impact.
As a locally owned organisation, we take pride in reinvesting a significant proportion of our profits into frontline services, helping strengthen the communities we serve.
Inclusion & Accessibility
We are committed to fostering a diverse and inclusive workplace where everyone feels valued and respected. We encourage applications from suitably qualified people of all backgrounds. As a member of Inclusive Employers with Silver Accreditation, we are actively building an environment that supports inclusion, flexibility, and belonging for all colleagues. We are committed to providing reasonable adjustments throughout our application and interview process; please let us know if you require any.
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