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Customer Experience Specialist

2 months ago

Glasgow, Glasgow City, United Kingdom Three Full time
About the Role

We are seeking a highly skilled and experienced individual to join our Customer Solution Centre as a Customer Experience Specialist. In this role, you will be responsible for handling complex customer complaints and issues, providing timely and effective resolutions, and driving continuous improvement in our customer experience.

Key Responsibilities
  • Resolve complex customer complaints and issues through multiple channels, including phone, email, and social media.
  • Act as a single point of contact for customers, providing empathetic and professional support to resolve their issues.
  • Work closely with internal stakeholders to ensure seamless communication and collaboration to resolve customer issues.
  • Identify and analyze trends in customer complaints and issues, providing insights to drive continuous improvement in our customer experience.
  • Develop and implement process improvements to enhance customer satisfaction and reduce complaints.
  • Collaborate with the wider team to achieve departmental objectives and KPIs.
Requirements
  • Proven experience in complaint handling, customer service, and issue resolution in a contact centre or telephony environment.
  • Excellent communication and interpersonal skills, with the ability to build trust and rapport with customers.
  • Strong analytical and problem-solving skills, with the ability to identify and analyze trends in customer complaints and issues.
  • Ability to work in a fast-paced, dynamic environment, with a focus on delivering high-quality customer service.
  • Knowledge of regulatory guidelines and industry standards related to customer service and complaint handling.
What We Offer
  • A competitive salary and performance-based annual bonus.
  • A hybrid working arrangement, with a balance of home and office-based working.
  • 28 days annual leave, plus 8 bank holidays and 3 personal days.
  • Private medical insurance, life assurance, and income protection.
  • A free mobile phone package and unlimited sim-card.