Job Title - Customer Experience Operator
Job Summary
We are seeking a proactive and customer-focused Customer Experience Operator to join our Customer Experience Team. This role is responsible for managing customer feedback, concerns, and service-related queries, ensuring every customer interaction is handled professionally, empathetically, and efficiently.
The successful candidate will act as a central point of contact between customers and internal departments, gathering information, coordinating investigations, and providing timely updates to customers throughout their journey. The role plays a vital part in understanding customer experiences and helping drive continuous improvement across the business.
Pay Rate: £13.45 p/h
Shift Pattern: Monday-Friday, 9am-5pm
What is in it for you?
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A friendly and supportive team
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Training, career development & progression
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Overtime opportunities
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A great selection of benefits incl. access to on-line GP services, share options and discounts across thousands of retailers.
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Free on-site parking
Main Duties -
Customer Experience Management
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Receive and manage customer feedback, concerns, and service-related queries through various communication channels.
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Conduct initial triage of customer concerns to establish the nature of the issue and identify required actions.
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Log all customer interactions and relevant information onto internal systems.
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Ensure customer cases are assigned to the appropriate department for review or investigation.
Customer Communication
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Act as a professional and empathetic point of contact for customers.
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Provide regular updates to customers regarding the progress of their case.
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Handle inbound and outbound calls relating to customer feedback, concerns, and service experiences.
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Respond to emails and correspondence within agreed service levels.
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Manage customer expectations through clear and effective communication.
Internal Stakeholder Coordination
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Liaise with operational teams, service delivery departments, engineers, helpdesk teams, account managers, and management to obtain necessary information.
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Chase outstanding responses and updates to ensure customer cases progress in a timely manner.
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Escalate urgent or high-risk cases where appropriate.
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Maintain strong working relationships across all departments to facilitate effective resolution of customer concerns.
Reporting & Administration
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Maintain accurate records and documentation on company systems.
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Track open customer cases and ensure timely follow-up actions are completed.
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Produce reports and summaries using Microsoft Excel and other business tools.
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Identify common themes and trends from customer feedback to support service improvement initiatives.
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Support management with customer experience reporting and analysis.
Essential
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Excellent verbal and written communication skills.
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Strong customer service and interpersonal skills.
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Ability to remain professional and calm when dealing with challenging situations.
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Strong organisational and time management skills.
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High level of attention to detail.
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Confident using Microsoft Office, including:
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Ability to learn and navigate multiple business systems.
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Experience maintaining accurate records and updating databases.
Other
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Applicants must have a 5-year checkable history.
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You must successfully pass a PSNI check as per BS5979 and BS7858 screening as per industry standard.
Please note: We do not accept applications from anyone who has been unsuccessful at interview for the same grade role in the past 6 months.
We will consider flexible working requests from day one of employment.
