Customer Experience Professional

Air Products; Worcester; Hybrid; GBP 26,000 - 36,000; Full time

Job summary

Air Products is seeking a Customer Experience Professional in Worcester. The role involves resolving technical issues for customers across multiple channels, with hands‑on diagnostics and effective solutions to ensure satisfaction. You will also help prevent recurring problems by collaborating with internal teams.

After comprehensive training, you’ll transition to a hybrid working model. The position offers varied shifts tailored to cover early, late, and weekend patterns, supporting a

Qualifications

• You’re a strong communicator with excellent listening skills.
• You focus on delivering positive customer outcomes.
• You enjoy working in a collaborative, team-based environment.
• You stay organised while juggling multiple tasks.

Responsibilities

• Handle inbound queries via phone, email, and other channels.
• Diagnose and troubleshoot technical problems for customers.
• Provide timely updates and resolutions to customers.
• Maintain accurate technical records and documentation.
• Liaise with internal teams to resolve complex issues.

Skills

Strong communication

Active listening

Customer focus

Team player

Organised

Job description

At Air Products, we reimagine what’s possible. By tapping into the motivation of our people and our collective experience, we create the ideas and innovations that drive us forward. When we come together – where every voice is heard and everyone knows they belong and matter – we create solutions that launch people into space, support lifesaving care in hospitals, and enable the construction of groundbreaking, world scale production facilities.

Reimagine What’s Possible

Location:

Worcester, Hybrid (Work from Home after training)

Schedule:

7.5-hour shifts, rotating weekdays and one weekend shift every 3 weeks

About The Role

As a Customer Experience Professional, you’ll be the go‑to expert for resolving technical issues across our entire customer base—before, during, and after delivery. You’ll provide hands‑on support to diagnose problems and deliver effective solutions, ensuring customer satisfaction and safety. You’ll also collaborate with internal stakeholders to prevent recurring issues and help retain our valued customers.

Key Responsibilities

• Handle inbound customer queries via phone, email, and other channels
• Diagnose and troubleshoot technical problems with confidence and accuracy
• Proactively provide updates and resolutions through outbound communication
• Maintain and update technical records to ensure accurate documentation
• Liaise with internal teams to elevate and resolve complex issues

A Few Things About You

• You bring a can‑do attitude and strive to leave every customer with a positive experience
• You’re a strong communicator with great listening skills and a friendly telephone manner
• You are solution‑focused, caring about resolving issues efficiently and effectively
• You enjoy working collaboratively and thrive in a team environment
• You’re organised, detail‑oriented, and able to manage multiple tasks

Working Arrangements

• Hybrid Working: After completing a comprehensive training package, you’ll transition to a hybrid work model
• Shift Pattern: Includes a mix of shifts Early Shift - 6-2 and 9-5, with one weekend shift (9-5) every 3 weeks and a weekday off in return. Late Shift 9–5, 11–7 and 1-9 shifts, with one weekend shift (11–7) every 3 weeks and a weekday off in return

If you're passionate about helping customers and solving technical challenges, we’d love to hear from you!

About Air Products

Founded in 1940, Air Products is a world-leading industrial gases company and has a proud history of innovation, operational excellence, with an unwavering commitment to safety and environmental stewardship. Working together, we are taking our passion and diverse backgrounds forward to reimagine what’s possible and generate a cleaner future for our customers, our communities, and the world.