Customer Experience Specialist

• Location:                               Birstall, Manchester or Solihull
• Contract Type:                      Permanent, Full Time
• Number of roles available:  6

The team of Customer Experience Specialists are key to the success of our business as the first point of contact and could be the first time that our customers have had contact with us. 

The role will be accountable for supporting our customers answering and resolving queries.  The role encompasses being different things to different people and a crucial part to their success is building strong internal relationships across the Group.  We are seeking an ambitious and customer centric individual to join the team.  The Customer Experience Specialist will provide the business with service and administrative support to our customers to ensure we deliver a high quality and effective service. 

Each day will bring different challenges, the specialist will need to be able to influence customers and colleagues, resolve issues, perform tests, resolve billing queries and  redirect telephone calls to the appropriate departments within the Group. The role holder will need to be able to demonstrate an excellent customer service approach and ideally have experience working with customers preferably from a call centre background.  They will also be required to have great IT skills and be able to use all Microsoft applications.  

The successful candidate will have a proven track record in a customer facing role and will need to have experience liaising with customers on the telephone and over email preferably from a call centre environment background. Previous experience of telecommunications would be an advantage. They will need to be organised and have administrator experience. The role holder will be required to work from our office based in Solihull.

The extent of the Customer Experience Specialist duties will include but are not limited to:

• Answering incoming calls and being first point of contact for customers calling in for support, building rapport and ensuring that we deliver a world class service to our valued customers.
• Logging faults to assist the engineers, gathering as much detail as possible regarding the customers issues via our in-house CRM/ticketing system.
• Taking ownership, ensuring that faults are dealt with in a timely manner and within the set timescales.
• Liaising with colleagues and third-party companies to advance tickets and keeping customers informed of progress either verbally or via our CRM/ticketing system.
• Keeping all call records up to date with the progress of the faults.
• Transferring calls into different departments within the business.

The successful candidate will have:

• Customer Service experience preferably from working in a call centre environment.
• A customer focused and a strong 'can do’ attitude.
• Excellent listening skills and clear concise verbal and written skills.
• A team player and the ability to work with people of all working styles, backgrounds, experience, etc.
• Excellent influencing and interpersonal skills with the ability to communicate at all levels.
• Proficiency with the Microsoft Office Suite (Outlook, PowerPoint, Word, Excel).
• Ability to prioritise and handle multiple assignments at any given time while also serving as a "go to" for all members of a large team.
• Must be flexible and able to commit the time required to get the job done in line with business needs.
• Highly organised with excellent time management skills and attention to detail.
• Eagerness to learn and develop and willing to go the extra mile.
• Reliable and approachable.
• Hard working and committed.
• Calm, confident manner able to work effectively under pressure.
• Solution focused and flexible approach to problem-solving.