Customer Service and CX

Dedicated to providing an outstanding customer experience, our Customer Service Centre on the Waterfront in Brierley Hill, Dudley is a hive of activity and knowledge. We strive to understand our Customers, anticipate their needs and provide an effortless service in order to keep their operations running and their people safe.
We recognise that our people are our greatest asset and we are committed to providing a great place to work by providing training, coaching and access to expert knowledge of our products. Our people are friendly and supportive and we take pride in ensuring that whether customer or colleague, the Cromwell experience is positive.
Roles we recruit for include Advisors and Advocates, Team Leaders and Managers within our Inbound, Customer Resolution, Inside Sales, Quotations and Sourcing teams.

The CX & Insight Department are the customer guardians within Cromwell. Great CX is about providing an easy and enjoyable experience to every customer, regardless of channel, across every touchpoint — in a way that meets customer expectations based on the promises we made.

Our role is to hold the mirror up to all colleagues within the organisation and present how customers view their interactions with our company – in their own words.

Customers no longer buy products, but experiences delivered through products and services. We are here to partner the business using meaningful insight as a starting point to create end to end customer experience mapping, identify all improvement opportunities and create a pipeline of actionable improvements for all business areas to own and implement.
Roles we recruit for include Customer Experience Partner and Customer Insight Analyst.

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