Customer Experience Specialist

Overview

We have an exciting new role for a Customer Experience Specialist to join our new team in Warrington! This role is office based, hybrid working is not available.

The Customer Experience Specialist will support in driving service excellence and be the voice of our “Customer First” culture, ensuring every interaction leaves customers feeling valued and supported.

• Handle and resolve customer queries and complaints to ensure fair outcomes for the customer and the business, keeping customers informed throughout
• Provide feedback and insights to help improve processes and enhance service delivery, while producing reports to monitor performance and trends
• Collaborate across teams by working closely with Operations, Sales, and other departments to ensure seamless customer journeys
• Monitor performance through tracking KPI’s, and ensure compliance with health, safety, environmental standards in collaboration with the wider business
• Manage customer interactions across multiple channels, including Live Chat, social media, and other digital avenues.
• Utilise case management systems and support the end-to-end complaint process.

• Real Living Wage Payer
• Excellent development opportunities
• Exceptional benefits including:
• Incentive scheme
• Life Assurance
• Employee assistance programme
• Opportunity to buy and sell holidays