Customer Experience Lead: Service, Onboarding & Growth

Mediaworks; Newcastle upon Tyne; On-site; GBP 32,000 - 42,000; Full time

Job summary

Mediaworks is seeking a Customer Excellence Executive to deliver outstanding service and ensure every customer interaction is positive and efficient. Reporting to the Head of Customer Excellence, you will be the main contact for clients, resolving enquiries and building strong relationships across teams.

You will monitor KPIs, stay updated on products and policies, and support onboarding to ensure a smooth customer journey. A background in marketing and digital offerings is desirable.

Qualifications

• Proven experience in a customer success, service or satisfaction environment.
• Excellent written and verbal communication skills.
• Strong relationship-building and cross-functional collaboration abilities.

Responsibilities

• Provide exceptional customer service across all channels.
• Respond promptly to enquiries and resolve issues professionally.
• Build and maintain strong relationships with customers and understand their needs.
• Manage customer accounts and maintain accurate CRM records.
• Escalate complex issues and drive progress to resolution.
• Identify opportunities to improve customer satisfaction and retention.
• Support onboarding of new customers and ensure a smooth journey.
• Collaborate with Sales, Operations and internal teams for seamless service.

Skills

Customer service

Relationship management

Communication

Ownership

Education

Marketing degree

Tools

Office 365

Job description

Mediaworks is seeking a Customer Excellence Executive to deliver outstanding service and ensure every customer interaction is positive and efficient. Reporting to the Head of Customer Excellence, you will be the main contact for clients, resolving enquiries and building strong relationships across teams.

You will monitor KPIs, stay updated on products and policies, and support onboarding to ensure a smooth customer journey. A background in marketing and digital offerings is desirable.