Customer Fulfilment Executive

Customer Fulfilment Executive | £27,500 - £30,000 | Cheltenham, UK As a Customer Fulfilment Executive within our award-winning Ceiling Tiles UK (CTUK) brand, you’ll play a key role in making sure every customer interaction runs smoothly from order to delivery & aftercare. CTUK is our specialist e-commerce brand, helping customers across the UK with ceiling and interiors products, with a real focus on making things simple and delivering great service. You’ll manage calls and emails, process orders accurately, coordinate with our warehouse and courier partners, and keep customers informed every step of the way. It’s a busy, varied role for someone who is curious, adaptable and always looking to learn something new. We’re looking for someone who is great with people, good with detail and happy to turn their hand to different things as the needs of the team change. We’re also building a more AI-enabled way of working across the brand, so you’ll need to be excited by new technology, comfortable adopting different tools and curious about how AI can help us work smarter, faster and better.

Key Responsibilities

• Customer communication – Answering phones, responding to emails and giving customers clear, friendly and helpful support.
• Order management – Processing orders accurately in our ERP system, taking payments, tracking deliveries and making sure everything arrives on time and in full.
• Issue resolution – Handling queries, complaints, damages and returns with our “no quibble” mindset — solving the problem first and sorting the admin afterwards.
• Delivery coordination – Working with couriers, suppliers and our warehouse team to keep things running smoothly.
• Front-foot service – Keeping customers updated and making sure they never have to chase us.
• AI-enabled working – Embracing the way AI is becoming part of how we work and being open to new tools that can help us work smarter and give customers a better experience.
• Continuous improvement – Spotting ways we can make things simpler, quicker or better.
• Wider team support – Building your knowledge across different parts of the department and being happy to step in and help wherever needed.
• Dynamic support – Occasionally helping with small quote changes, negotiations or price adjustments to help get an order over the line.

About You

We’re looking for someone who:

• Has 3–5+ years’ experience in a customer-facing role.
• Is great with people, confident on the phone and builds rapport quickly.
• Enjoys learning, picking up new things and adapting as the role evolves.
• Takes pride in getting the detail right and is comfortable picking up different systems and processes.
• Is resourceful and happy to turn their hand to different things.
• Is excited by AI and new technology and open to trying new ways of working.
• Communicates clearly and professionally.
• Enjoys being part of a team, gets stuck in and genuinely cares about giving customers a great experience.
• Doesn’t need to know construction or building materials — we can teach you that About the Company Ceiling Tiles UK is part of the wider Workplace Interiors group, which has grown into a leader in the commercial interiors industry since its founding in 1974. Established by Gary Hough, we began as a regional contractor and rapidly expanded. Over the years, we have diversified with the launch of several specialist brands, becoming a trusted provider of end-to-end workplace solutions. With over 50 years of experience, we are dedicated to creating exceptional workspaces, from ceilings to floors, while investing in our future growth. We see potential in our team, and they see huge potential in us. Certified as a Great Place to Work™ Need proof of our great company culture? We’ve got a certificate for it! We’ve been certified as a Great Place to Work™ after 100% of our employees gave positive experience feedback, based on our company culture, perks, support and values. Our staff will always be our priority and this certification allows us access to insights, analytics and workshops to continue to develop our people strategy. Company Perks We want our people to feel valued, supported and rewarded for the part they play. That’s why we offer a range of benefits and perks, including:
• 🎭 25 days of annual leave
• 💸 Non-contractual quarterly bonus scheme
• 🤝 Structured and supported professional development
• ✨ Recognition programme celebrating great work and contribution
• 🍳 Monthly Breakfast Club and regular team lunches
• 🎁 Birthday and special occasion gifts
• 🍻 Christmas and summer socials (with lots of fun in between!)
• 👶 Enhanced family-friendly policies
• 🤒 Paid sick leave
• 🧠 Access to our Employee Assistance Programme
• 💰 Free one-to-one financial guidance with a trusted financial advice partner
• 🚗 Access to salary sacrifice schemes
• ✨ One paid volunteering day per year Interested or know someone who might be? Please contact us to find out more or submit an application below