Customer Experience Specialist

2 days ago


Hermitage, United Kingdom Together Full time
Job Title: Customer Experience Executive

We are seeking a highly skilled and empathetic Customer Experience Executive to join our Operations Collection Team. As a key member of our customer-facing telephony team, you will be responsible for providing exceptional support to regulated and unregulated customers.

Key Responsibilities:
  • Handle inbound calls from customers regarding early and/or late stage arrears on regulated and unregulated accounts.
  • Utilize effective listening and questioning skills to understand the root cause of a customer's financial situation and work with them to find suitable solutions.
  • Resolve customer enquiries in a timely and efficient manner, aiming for first contact resolution to achieve good customer outcomes.
  • Identify and resolve customer complaints, escalating where necessary.
  • Provide support to vulnerable customers, arranging appropriate assistance as required.
Requirements:
  • Exceptional customer service and communication skills.
  • Previous call centre experience.
  • An empathetic approach to customers, demonstrated through active listening and effective questioning.
  • A team player with a flexible and collaborative mindset.
What We Offer:
  • 26 days holiday, increasing to 30 days with service, plus bank holidays.
  • Buy and sell holidays.
  • Discretionary annual bonus.
  • Life assurance.
  • Critical illness cover.
  • Health cash plan.
  • Private medical insurance.
  • Free access to company holiday homes.
  • Travel season ticket loans.
  • Ride to work scheme.
  • Free local gym access.
  • Local bar and restaurant discounts.

We value diversity and inclusion, and are committed to building a team that represents a variety of backgrounds, perspectives, and skills. If you need reasonable adjustments to make your experience easier, please let us know.

Please note that all successful applicants will undergo relevant employment reference, financial, and criminal record checks.



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