Customer Experience Specialist

2 weeks ago


Remote, United Kingdom Peppercorn AI Technology Ltd Full time

Customer Experience Specialist

**Team**: Customer Experience Team

**Reporting to**: Customer Experience Team Manager

**Location**: Remote home working (Must be based in the United Kingdom)

**Hours**:Full-time 37.5 Mon-Fri with occasional weekend working on a rota basis.

Peppercorn are looking for Customer Experience Specialists to join us on our journey to revolutionise customer interactions. If you are driven, curious and enthusiastic and you want a customer service role that asks a little more of you but in turn gives you an interesting and innovative place to work - read on

By using the latest artificial intelligence (AI) technology, we’re building a fully interactive, digital and conversationally based experience that customers will want to engage with.

At the heart of the experience is Peppercorn’s supercharged AI Digital Assistant. The Assistant is available at every stage of the customer journey from buying to renewing. On-hand 24/7, it will help customers manage their policy and keep up to date with how their claim is getting on - no waiting, no queues

**About the role**

This role is an exciting blend of directly helping customers and having your say as to how we shape the future of customer experience. This **is not a** traditional contact centre role, and you won’t be wearing a headset taking calls all day.

The tasks you’ll be doing will vary throughout the day and from one day to the next. We believe keeping things fresh and interesting helps you to develop and enjoy your work.

**Overview of responsibilities**
- Complement the AI Assistant by jumping in to take over online chats when a human-to-human conversation is more appropriate.
- Dealing with the day-to-day administration of internal systems, keeping accurate and timely records and ensuring that all necessary information is stored correctly.
- Take full control of looking into and solving more complex customer matters. You will have support to understand how best to support their needs and then be empowered to make it happen.
- You'll make the occasional telephone call out to customers when you decide it’s the best way to help them.
- If a customer is unhappy, you’ll work with them to reach an agreeable solution, including handling complaints through to resolution
- You’ll help identify customers in vulnerable situations and decide how best to tailor your support to their needs
- Building and maintaining relationships within the team and with other departments, championing a safe and inspirational working environment.
- Embracing the spirit of continuous improvement, working with the team and managers to provide the best possible experience for our customers.
- Undertaking projects and deep dives, taking an active role in improving our overall customer experience
- Understand and champion Peppercorn’s values, providing a consistent and easily recognisable service from the brand.

**About You**

**To be able to do well in this role, we expect that you will have**:

- We are looking for a "rockstar" - someone who excels in their role, brings ideas and insights top the table, can see a problem and take the initiative to work to fix it. excellent communication, taking initiative and always meeting deadlinesExperience of working in a customer service-driven role, where you have been exposed to many different types of customer interactions.
- The ability to learn and become proficient at using different computer-based systems and processes.
- The ability to be methodical and organised in your approach to work, with experience of juggling multiple priorities and tasks.
- High emotional intelligence and the ability to adapt your style of communication to suit the needs of individual customers and colleagues.
- A willingness to use feedback to improve your skills and approach to get better results for you, the customer and peppercorn.
- Keen to get involved in projects to improve the overall customer experience. Able to review large data sets and reach a conclusion on what the data is recommending.
- Excellent communication skills, being able to write clearly in English in a style that promotes and embodies the Peppercorn brand. You'll need to be able to type at a good pace to help customers over chat. 35 words per minute is a guide amount as a minimum. Many free online speed typing test are available to check yours.
- It would also be a great idea to head to Peppercorninsurance to check out our Conversational Assistant.

Other skills and experience that will help you succeed in the role but aren't essential.
- Knowledge of working in the financial services sector - car insurance even better.

**As this is a new enterprise, this is an excellent opportunity for the right person to**:

- Bring their previous customer service experience to the table, while also having the opportunity to work in a creative and collaborative way.
- Work for an organisation that aligns with their personal values (check out our ‘About Us’ s



  • Remote, United Kingdom IndiCater Full time

    IndiCater is a specialist back-office software provider working exclusively in the hospitality sector. We are currently seeking a Customer Support Specialist to join our team. This position is responsible for providing excellent customer service by addressing questions or concerns via the support line or the online ticketing system in using the IndiCater...


  • Remote, United Kingdom Agilent Technologies Inc. Full time

    As a **Customer Application Specialist **(CAS) in the Europe Sales - Diagnostics & Genomics group **you support that journey helping our customers in the Pathology laboratories**. We provide timely and high-quality diagnoses within the cancer diagnostic setting, through trusted answers and insights that advance the quality of life. We are passionate to lead,...


  • Remote, United Kingdom First Customer Contact Ltd Full time

    **Who Are We?** First Rail is one of the UK's most experienced rail operators, carrying more than 345m passengers across four franchises (Great Western Railway, South Western Railway, Trans Pennine Express and Avanti West Coast) and our open access operator (Hull Trains & Lumo). We operate all types of passenger railways - intercity, commuter, regional and...


  • Remote, United Kingdom Pierian Limited Full time

    **The Role** The role of Specialist — Customer Data Platform (CDP) at Pierian is for go-getting digital and data specialists to advance their skill-sets in analytics and audience platforms and the mar-tech + ad-tech eco-systems. The role sits within Pierian Labs, our platform development hot-house where Marketing and eCommerce specialist work closely with...


  • Remote, United Kingdom We Do Play Full time

    We Do Play _own & operate experiential leisure & hospitality brands across the globe._ **Job Overview** - Reporting into the National Operations manager, you will support the group portfolio of 3rd Party Customer experience nationally across multiple brands, leading & inspiring them to forge an environment where we “_**Create Unforgettable Experiences,...


  • Remote, United Kingdom We Do Play Full time

    We Do Play _own & operate experiential leisure & hospitality brands across the globe._Job Overview - Reporting into the National Operations manager, you will support the group portfolio of 3rd Party Customer experience nationally across multiple brands, leading & inspiring them to forge an environment where we "_Create Unforgettable Experiences, One Guest at...


  • Remote, United Kingdom Hostonic Hosting Limited Full time

    Your role will require you to work alongside Colleagues, Support Managers and Company Directors in improving and succeeding in giving the best possible customer service possible. **Your Tasks & Responsibilities** - To Respond and resolve support tickets on WHMCS. - To Respond and resolve live chat enquiries. - To Provide excellent customer support at all...


  • Remote, United Kingdom Hostonic Hosting Limited Full time

    Your role will require you to work alongside Colleagues, Support Managers and Company Directors in improving and succeeding in giving the best possible customer service possible. **Your Tasks & Responsibilities** - To Respond and resolve support tickets on WHMCS. - To Respond and resolve live chat enquiries. - To Provide excellent customer support at all...


  • Remote, United Kingdom Chuckling Goat LTD Full time

    **Role Description** Looking for a Customer Support Specialist with a passion for gut health and nutritional therapy to join our team. If you're a quick learner, good with computers, love natural health products and helping people, this is the role for you. We're a team of hardworking and enthusiastic individuals - we look forward to welcoming you to...


  • Remote, United Kingdom Chuckling Goat LTD Full time

    **Role Description** Looking for a Customer Support Specialist with a passion for gut health and nutritional therapy to join our team. If you're a quick learner, good with computers, love natural health products and helping people, this is the role for you. We're a team of hardworking and enthusiastic individuals - we look forward to welcoming you to...


  • Remote, United Kingdom CONDUENT Full time

    **About Conduent**: Through our dedicated associates, Conduent delivers mission-critical services and solutions on behalf of Fortune 100 companies and over 500 governments - creating exceptional outcomes for our clients and the millions of people who count on them. You have an opportunity to personally thrive, make a difference and be part of a culture...


  • Remote, United Kingdom Jisc Full time

    **More details**: Senior Customer Experience Designer **Salary**: From £50,000 per annum negotiable depending on experience Contract: Permanent Location: Hybrid - flexibility to work from home or at any of our main hubs (London, Bristol, Manchester and Harwell) Jisc is the UK higher, further education and skills sectors’ not-for-profit organisation...


  • Remote, United Kingdom Retain Group Full time

    **Closing Date**: 1st March 2024 **Employment Type**: Part Time **Hours Per Week**: 24 **Location**:Remote **Reporting To**: Senior CustomerEngagement Specialist **About Us** At Retain we know that customer engagement is one of the biggest reasons why customers come back to your dealership and not elsewhere. We engage with franchised main dealerships...


  • Remote, United Kingdom Bloom Procurement Services Limited Full time

    **Head of Support and Customer Experience** **£54k-£60k + potential 10% bonus, dependent upon experience.** **Permanent, Remote** **Benefits** - £54k-£60k salary dependent upon experience & enrolment into our company bonus scheme. - Learning and development opportunities - Monday to Friday, flexible working - Hybrid working - Gateshead based. - 25...

  • German Speaking

    3 weeks ago


    Remote, United Kingdom The Recruiters Room Full time

    **German / English Speaking Customer Service Specialist** **Bracknell** **£24,000 - £28,000** **Permanent** - Are you a fluent German speaker (to business level) - both written and spoken? - Do you have previous telephone-based customer service experience, gained within a commercial business? - Are you some who is able to remain calm and positive when...


  • Remote, United Kingdom Clubspark Full time

    **Our Company** Clubspark is a global leader in sports technology and growing rapidly! With teams in the UK, US and Australia, we are on a mission to help people discover sports and activities for better, healthier lives and communities. It’s an exciting time to join us! The Clubspark platform supports venues and coaches in sports including tennis,...


  • Remote, United Kingdom Benivo Limited Full time

    Benivo is disrupting a 32 billion dollar industry with technology and data. Our mission is to transform the mobility industry with smart technology. Benivo are looking to on board an experienced Customer Operations Specialist, to join the customer support team in supporting Benivo’s users with navigating through their accounts, as well as performing...


  • Remote, United Kingdom Syniverse Full time

    Syniverse is the world’s most connected company. Whether we’re developing the technology that enables intelligent cars to safely react to traffic changes or freeing travelers to explore by keeping their devices online wherever they go, we believe in leading the world forward. Which is why we work with some of the world’s most recognized brands. Eight...

  • Sales Specialist

    6 days ago


    Remote, United Kingdom Takepayments Ltd Full time

    An excellent opportunity has arisen in our Business Funding Team, this is a remote role but you will be required to complete 2 weeks training at our Head Office in Grimsby. **About the role**: The Business Funding Team are a sales team offering lending and cash advance solutions to existing customers. Acting as an introducer to our funding partners, our...


  • Remote, United Kingdom DISCO Full time

    At DISCO, we strongly believe in the uniqueness of thought, experience and perspective that can only be achieved through having an inclusive and diverse workforce. We strive to continue to make DISCO an incredible place to work by fostering a culture of inclusiveness, diversity, openness and collaboration. We value all different kinds of experience, so even...