Customer Experience Advocate & Problem Solver

Global 4 Group; Horsham; On-site; GBP 28,000 - 38,000; Full time

Benefits offered by this job

Generous Leave

Tech Discounts

Health & Security

Office Culture

Rewards

Giving Back

Job summary

Global 4 Group is seeking a Customer Experience Specialist in Horsham to act as the primary contact for unmanaged customers, guiding them through queries and ensuring a high standard of service while issues are resolved. The role collaborates with Billing, Projects, Credit Control, Sales Support and other teams to push cases to resolution.

You will own customer issues end-to-end, keep customers informed with proactive updates, and identify renewal or upsell opportunities while supporting

Qualifications

• Experience in customer-facing roles.
• Ownership mindset with ability to manage competing priorities.
• Excellent communication and interpersonal skills.
• Strong organisational skills with attention to detail.
• Proactive problem solving and escalation when required.
• Customer-focused mindset with commercial awareness.
• Proficient IT skills: Word, Excel, PowerPoint, Outlook.

Responsibilities

• Act as a key point of contact for unmanaged, lower-value and at-risk customers, delivering a professional and customer-focused service.
• Take ownership of customer queries and concerns from initial contact through to resolution or agreed handover, ensuring accountability remains clear throughout.
• Build strong customer relationships and act as a trusted advocate, representing the customer’s interests within the business.
• Coordinate activity across Customer Experience, Billing, Projects, Credit Control, Sales, Service Delivery and Support teams to progress customer issues and achieve successful outcomes.
• Proactively monitor, manage and escalate customer issues where required, ensuring actions are completed and risks are addressed in a timely manner.
• Keep customers regularly informed through clear, timely and proactive communication, ensuring they understand progress, next steps and expected outcomes at every stage.
• Proactively engage with customers who are showing signs of dissatisfaction, repeated service issues or potential churn risk, working with internal teams to improve outcomes and maximise retention opportunities.
• Manage appropriate customer complaints and escalations, ensuring more complex or high-risk cases are handed over to the relevant manager, department lead or business owner.
• Identify potential renewal, retention, upgrade or wider commercial opportunities and make a warm handover to the appropriate Sales or Account Management owner.
• Maintain accurate records of customer interactions, actions and outcomes within business systems.
• Identify recurring customer issues, service trends and opportunities for improvement, providing feedback and insight to support continuous improvement initiatives.

Skills

Customer service

Communication

Ownership

Prioritisation

Education

Tools

Microsoft Word

Excel

PowerPoint

Outlook

Job description

Global 4 Group is seeking a Customer Experience Specialist in Horsham to act as the primary contact for unmanaged customers, guiding them through queries and ensuring a high standard of service while issues are resolved. The role collaborates with Billing, Projects, Credit Control, Sales Support and other teams to push cases to resolution.

You will own customer issues end-to-end, keep customers informed with proactive updates, and identify renewal or upsell opportunities while supporting