Customer Experience Agent

SCG South West; Bradley Stoke; On-site; GBP 21,000 - 26,000; Full time

Benefits offered by this job

21 Days Holiday – increasing to 22

Birthday Day Off

Buy Holiday Scheme

Employee Assistance Programme

Enhanced company sick pay

Discounted Retail Vouchers

Reduced Gym Membership

Annual Salary Review

SCG Mobile Benefit

Employee Referral Bonus

Pension Scheme

Free On-Site Parking

Charity Events

Job summary

SCG South West is seeking a Customer Experience Agent in Bradley Stoke, UK. You will be the first point of contact, providing technical support and handling invoice and contract enquiries with a focus on delivering exceptional service.

You will communicate with clients regularly, triage tickets, resolve issues within SLAs, update management information, and collaborate with internal teams to drive continuous improvement.

Qualifications

• Experience delivering excellent customer service.
• Strong communication skills.
• Able to multi-task and stay calm under pressure.
• Solutions-focused with a positive attitude.
• Able to adapt, negotiate and mediate.
• Good decision-making abilities.
• Interest in technology and innovation.

Responsibilities

• Maintain regular communication with clients while exceeding expectations.
• Handling inquiries including Billing and service-related matters.
• Update MI and triage tickets to relevant teams.
• Identify training needs.
• Resolve faults within SLA.
• Coordinate internal and external resources.
• Liaise with surrounding support teams on faults/assurance.
• Monitor patterns to reduce recurrence.
• Communicate fault information for quick resolution.
• Ensure service affecting issues are communicated to customers.

Skills

Customer experience

Communication skills

Resilience

Multi-tasking

Calm under pressure

Problem solving

Negotiation/mediation

Decision making

Tech interest

Job description

As a Customer Experience Agent, you will be the first point of contact for our customers providing technical support as well as dealing with invoice and contract enquiries. We are looking for candidates to have excellent communication skills and a passion for providing customers with an exceptional service.

Responsibilities:

• To ensure we are regularly communicating with clients while exceeding their expectations.
• Maintainingaprocess drivenwork environment.
• Manage a variety of queries from start to completion including Billing and service-related matters.
• Ensureall MI is updated.
• Identifyowntraining requirements.
• Understanding and resolving faults within SLA.
• Accurately triaging all tickets and passing to relevant support team for those not resolved by Customer Services & Support.
• Collateand communicatefaultinformation to ensure quick resolution.
• Manage process for communicating service affecting issues to the organisation and our customers.
• Monitor to define patterns and work to lessen recurrence.
• Co-ordination of internal and externalresources.
• Liaising with other surrounding support teams on faults/assurance.

Skills Required:

• Passionate about the Customer Experience anddeliveringexcellent service.
• Strong customer experience skills
• Resilient, withthe ability to multi-task and stay calm under pressure to allow them to make the most informed decision with each customer engagement.
• Apositive, solutions focused mindset coupled with a can-do attitude to always deliver for our customers.
• The ability to adapt and negotiate/mediate.
• Decision makingskills.
• Interest in Technology and Innovation.

Benefits:

• 21 Days Holiday – increasing to 22 days after 3 years and to 25 days after 5 years
• Birthday Day Off
• Buy Holiday Scheme
• Employee Assistance Programme
• Enhanced company sick pay
• Discounted Retail Vouchers
• Reduced Gym Membership
• Annual Salary Review
• SCG Mobile Benefit
• Employee Referral Bonus
• Pension Scheme
• Free On-Site Parking
• Charity Events

SCG is proud to be an equal opportunities employer.
We welcome applications from all parts of the community and are committed to upholding the principles of the Equality Act 2010.

We are committed to supporting applicants with disabilities. We will endeavour to make necessary adjustments to ensure a fair and accessible recruitment process.