Customer Experience Manager

Welcome to First Fence - where security meets innovation!

As industry pioneers in Security and Temporary Fencing, we're all about unbeatable service and competitive prices. Our dedicated team goes above and beyond to exceed customer expectations.

Salary: £40,000-£45,000 per annum depending on experience

Hours: 50 hours per week, Monday to Friday between the hours of 06:00-18:00

Location: Hucknall, NG15 7LL

Why First Fence?

• Same-day delivery across the UK
• Six strategic locations, including our National Distribution Centre
• Extraordinary growth since 2010
• ️ Industry innovators setting new standards

Ready for an exciting journey in a thriving company? Join First Fence, where we're not just securing spaces; we're securing the future. ️ #FirstFence #SecurityInnovation #JoinOurTeam

Position:

We are seeking a high-calibre, 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.

Requirements:

Qualifications & Experience

• Industry Experience
  • Ideally from service sector, with hands on experience working within a depot or yard environment, specifically in fencing, building materials, or the wider construction industry.
  • Merchandising and marketing experience would also be an advantage.
• Proven Leadership: Experience managing, mentoring, and developing small-to-medium teams with a track record of high retention and morale.
• Operational Grip: Strong background in inventory management, stocktakes, and layout optimisation.
• Process-Driven: A mindset that thrives on structure, safety regulations, and procedural compliance.
• Communication: Excellent interpersonal skills to handle both internal sales teams and face-to-face customer collections.
• Driving: Must hold Full Driving License.

Other information:

Join Us for a Career Beyond Ordinary!

Discover a workplace that values your well-being and success. At First Fence, we're not just offering a job – we're offering a lifestyle!

✨ Benefits Snapshot:

♀️ Cycle to Work Scheme

Discounts and Cash Back Benefits Platform

Holistic Wellbeing Platform

24/7 Employee Assist Programme

33 Days Annual Leave (inclusive of Bank Holidays)

️ Employee Product Discounts

Recognition Rewards

Ready for a career that cares about YOU? Apply now and let's redefine success together! #JoinTheTeam #CareerGrowth #WellnessMatters #FirstFence

At First Fence, we are committed to fostering an inclusive and diverse workplace where everyone feels valued, respected, and empowered. We believe in the principles of Equality, Diversity, and Inclusion (EDI), and we promote a culture that celebrates individual differences and embraces a wide range of perspectives. We firmly stand against any form of discrimination based on race, ethnicity, gender, sexual orientation, religion, age, disability, or any other characteristic protected by law. Our recruitment process is fair and unbiased, ensuring that all applicants are evaluated solely on their qualifications, skills, and experience. We strive to provide equal opportunities for career growth and development, and we encourage individuals from all backgrounds to apply. By joining our team, you will become part of a vibrant and inclusive community where your unique contributions are valued, and where diversity is not only respected but celebrated.