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Customer Experience Professional

2 months ago

Lakeside, California, United States Together Full time
Customer Experience Specialist

We are seeking a skilled Customer Experience Specialist to join our team at Together, a leading financial services company based in South Manchester.

As a Customer Experience Specialist, you will play a crucial role in delivering high levels of service to our customers, ensuring their needs are met and that they receive the best possible outcomes.

Key Responsibilities:

  • Present a professional image of the company to deliver positive customer experiences throughout the customer journey.
  • Communicate clearly and transparently with customers to ensure they understand their situation and receive the support they need.
  • Continuously strive to improve the customer experience by challenging existing processes and recommending changes where necessary.
  • Manage vulnerable customer cases to ensure the most appropriate support is provided.
  • Identify and accurately record any customer complaints and achieve first-time resolution.
  • Report any incidents of breaches of operational processes and policies.
  • Use effective questioning and communication to understand customers' circumstances and explore alternative options to ensure accounts are managed to exit in a timely manner.

Requirements:

  • Experience in an office-based customer service environment.
  • Experience working towards telephone-based KPIs.
  • Excellent communication and negotiation skills.
  • Strong literacy and numeracy skills.
  • Flexible approach and ability to adapt to change.
  • Organisational skills.

We offer a range of company benefits, including a shared reward scheme, discretionary bonus, 24 days' holiday plus your birthday, entitlement increases over time, holiday purchase scheme, matched pension contribution, life assurance, critical illness cover, health cash plan, private medical insurance, access to company holiday homes, regular team/individual incentives, travel season ticket loans, Ride to Work scheme, free gym access, and local bar/restaurant discounts.

Career development opportunities are excellent, and we offer sponsorship of relevant qualifications where possible.

Please note that all successful applicants will undergo relevant employment reference, financial, and criminal record checks.