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Customer Experience Specialist

1 month 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
  • Manage and resolve complex customer complaints and issues through multiple channels, including phone, email, and social media.
  • Act as a subject matter expert in customer experience, providing guidance and support to colleagues and stakeholders.
  • Collaborate with internal teams to identify and implement process improvements, ensuring seamless customer journeys.
  • Analyze customer feedback and data to identify trends and areas for improvement, making recommendations to senior leadership.
  • Develop and maintain relationships with internal stakeholders, including customer service teams, sales, and marketing.
  • Stay up-to-date with industry trends, regulatory requirements, and best practices in customer experience.
Requirements
  • Proven experience in a customer-facing role, with a focus on complaint resolution and customer experience.
  • Excellent communication and interpersonal skills, with the ability to build strong relationships with customers and colleagues.
  • Strong analytical and problem-solving skills, with the ability to analyze complex customer issues and develop effective solutions.
  • Ability to work in a fast-paced, dynamic environment, with a focus on continuous improvement and customer satisfaction.
  • Strong knowledge of customer experience principles, practices, and industry trends.
What We Offer
  • A competitive salary and benefits package.
  • Opportunities for professional growth and development, including training and mentorship.
  • A dynamic and supportive work environment, with a focus on collaboration and teamwork.
  • The chance to make a real difference in the lives of our customers, driving continuous improvement and excellence in customer experience.