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Customer Experience Specialist

2 weeks ago

Leeds, United Kingdom Clever Accounts Full time

There is a new opportunity for a Customer Experience Specialist operating from our Leeds office.

As a Customer Experience Specialist, you will play a crucial role in ensuring we provide our customers with excellent levels of customer service and maintaining our high company standards.

**Main Responsibilities**:

- Report to the Customer Experience Manager
- Oversee the handling of complaints from start to finish to ensure company processes are followed at all times, records remain up to date, and targets are met.
- Act as the central liaising point of contact for customer feedback & complaints, ensuring the internal team and customer are communicating and information is transparent and up to date.
- Liaise with, and reach out to, dissatisfied customer to address their concerns, gather valuable feedback, and work within guidelines and with relevant members of staff to come to a resolution.
- Work closely with different members of staff, including managers, to find diplomatic and customer focused solutions to different situations that will help maintain high levels of customer satisfaction.
- Log and record various Customer Service metrics to assist the Customer Experience Manager in ensuring company SLAs are met and to help identify trends, potential client pain points, and areas for improvement across the business.

This role will play a key part in ensuring we maintain and improve our customer satisfaction levels, and will require someone with excellent communication skills who is able to approach situations empathetically and find solutions to problems that take into consideration different perspectives.

Skills and Experience:

- Experience working in a customer service focused role (2 years)
- Exceptional communication and interpersonal skills both written and verbal.
- Excellent telephone manner.
- Ability to adapt to different situations quickly and solve problems in a fast-paced environment.
- Confident using various technologies and CRM systems.
- Exceptional organizational and time management skills.
- Customer-centric mindset with a passion for delivering exceptional customer experiences and driving customer success.

**Job Types**: Full-time, Permanent

Pay: £23,278.00-£26,152.00 per year

**Benefits**:

- Bereavement leave
- Company events
- Company pension
- Employee discount
- Free parking
- On-site parking
- Referral programme
- Sick pay
- Work from home

Schedule:

- Monday to Friday

**Education**:

- A-Level or equivalent (preferred)

**Experience**:

- customer service: 1 year (preferred)

Licence/Certification:

- Driving Licence (preferred)

Work Location: Hybrid remote in Leeds