Customer Experience Operator

Mitie Group plc.; Lurgan; On-site; GBP 18,000 - 21,000; Full time

Benefits offered by this job

On-site parking

Share options

Online GP services

Discounts across retailers

Job summary

Mitie Group plc. is seeking a proactive Customer Experience Operator to join the Customer Experience Team.

You will manage customer feedback, concerns, and service-related queries, acting as a central contact between customers and internal departments to provide timely updates through their journey. The role focuses on maintaining professional, empathetic customer interactions, coordinating investigations, and driving continuous service improvements across the business.

Responsibilities

• Receive and manage customer feedback, concerns, and service-related queries through various communication channels.
• Log all customer interactions and relevant information onto internal systems.
• Ensure customer cases are assigned to the appropriate department for review or investigation.
• Provide regular updates to customers regarding the progress of their case.
• Handle inbound and outbound calls relating to customer feedback, concerns, and service experiences.

Job description

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?

  • A friendly and supportive team
  • Training, career development & progression
  • Overtime opportunities
  • A great selection of benefits incl. access to on-line GP services, share options and discounts across thousands of retailers.
  • Free on-site parking

Main Duties -

Customer Experience Management

• Receive and manage customer feedback, concerns, and service-related queries through various communication channels.
• Conduct initial triage of customer concerns to establish the nature of the issue and identify required actions.
• Log all customer interactions and relevant information onto internal systems.
• Ensure customer cases are assigned to the appropriate department for review or investigation.

Customer Communication

• Act as a professional and empathetic point of contact for customers.
• Provide regular updates to customers regarding the progress of their case.
• Handle inbound and outbound calls relating to customer feedback, concerns, and service experiences.
• Respond to emails and correspondence within agreed service levels.
• Manage customer expectations through clear and effective communication.

Internal Stakeholder Coordination

• Liaise with operational teams, service delivery departments, engineers, helpdesk teams, account managers, and management to obtain necessary information.
• Chase outstanding responses and updates to ensure customer cases progress in a timely manner.
• Escalate urgent or high-risk cases where appropriate.
• Maintain strong working relationships across all departments to facilitate effective resolution of customer concerns.

Reporting & Administration

• Maintain accurate records and documentation on company systems.
• Track open customer cases and ensure timely follow-up actions are completed.