IMS Euro Ltd
Customer Experience Representative
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Customer Experience Representative (CER)
Location: Cheadle Office
Reporting to: Customer Experience Team Leader
About the Role
We are looking for a proactive and customer-focused Customer Experience Representative (CER) to join our UK Customer Experience team. This role blends high-quality customer support with outbound engagement and sales support, helping to drive customer retention and business growth.
You will work closely with Sales and Marketing teams to enhance the overall customer journey, from onboarding through to long-term engagement.
Key Responsibilities
Customer Support
- Deliver responsive, professional support via phone, email, and digital channels
- Handle queries relating to orders, products, and accounts
- Resolve issues and ensure excellent service recovery
Customer Engagement
- Proactively engage customers through outbound calls and campaigns
- Support onboarding, retention, and re-engagement activities
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Sales & Commercial Support
- Assist Country Managers with customer follow-ups and insights
- Support pricing comparisons, product matching, and campaign activity
- Help identify opportunities and risks within the customer base
CRM & Data Management
- Maintain accurate records in CRM systems (e.g., HubSpot)
- Track customer interactions and ensure data accuracy
Customer Insight
- Gather feedback and identify trends, risks, and opportunities
- Act as a voice of the customer across the business
Skills & Experience
Essential:
- Experience in customer service or customer experience roles
- Strong communication and relationship-building skills
- Confident managing multiple tasks and customer interactions
- Experience with CRM systems and Microsoft Office
- Proactive, organised, and customer-focused approach
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Desirable:
- B2B or commercial environment experience
- Exposure to sales support or outbound engagement
- Familiarity with HubSpot or similar CRM tools
- Additional European language
What Success Looks Like
- High customer satisfaction and service quality
- Strong outbound engagement and campaign delivery
- Accurate CRM usage and reporting
- Contribution to customer retention and commercial performance
What We Offer
- Up to 33 days holiday (incl. bank holidays) + your birthday off
- Enhanced family leave, sickness policies & Life Assurance
- Health support: 24/7 GP, mental health, EAP & wellbeing tools
- Financial benefits: salary sacrifice, discounts & early pay access
- Recognition schemes & social events
About Us
We are a fast-growing, high-performance business driven by three core values:
- Customer Focused
- Team Powered
- Outcome Driven
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