Customer Experience Specialist

3 weeks ago


London, Greater London, United Kingdom Kroo Full time
Job Summary

We are seeking a skilled Customer Experience Specialist to join our team at Kroo. As a key member of our customer support team, you will play a vital role in providing exceptional service to our vulnerable customers.

Key Responsibilities
  1. Interact with and support vulnerable customers to ensure they receive the best possible service.
  2. Take ownership of customers' vulnerabilities and escalate where necessary.
  3. Collect and analyse data to inform business decisions and improve processes.
  4. Provide support, advice, and guidance to other departments across the business.
  5. Contribute to the creation of a monthly Vulnerable Customer forum to share information and best practices.
  6. Support customers through bereavement, providing a seamless customer journey.

Requirements
  1. At least 6 months of experience in financial services.
  2. Previous work experience of 1 year in the vulnerability sector.
  3. Knowledge of signposting to charitable organisations.
  4. A keen eye for detail and ability to handle complex issues.
  5. A desire to help customers in need.
  6. Ability to work independently and as part of a team in a fast-paced environment.
  7. Meet deadlines and work within our vulnerable customer processes.
  8. Excellent written and verbal communication skills and a commitment to exceptional customer service.


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