Customer Experience Specialist

AXA UK; Birkenhead; On-site; GBP 30,000 - 40,000; Full time

Job summary

A reputable insurance company is seeking a Customer Experience Specialist in Birkenhead. The role focuses on developing strong customer relationships and managing the customer journey post-order. Candidates should be organized and have experience in customer service. This position offers a hybrid working model and a comprehensive benefits package including private medical insurance and annual bonus.

Benefits

Annual bonus

Excellent pension scheme

Private Medical Insurance

Enhanced Maternity/Paternity leave

25 days annual leave plus bank holidays plus 2 wellness days

Qualifications

• Prior experience in customer service is desirable.
• Ability to engage and escalate issues with senior colleagues.
• Experience managing multiple customers through various communication methods.

Responsibilities

• Manage the customer journey and account ownership.
• Deliver excellent customer service through effective communication.
• Collaborate with internal teams to ensure a seamless customer experience.

Skills

Customer Service knowledge

Organizational skills

Communication skills

Initiative

Teamwork

Tools

Microsoft Office

Job description

Company

HSB

Location

Birkenhead , United Kingdom

Role: Customer Experience Specialist

Location: Birkenhead

Hybrid working - 2 days per week in office

Role Purpose:

To create long-term, trusting relationships with our customers and site contacts throughout the lifecycle of a development and provide a seamless customer journey. The Customer Experience Specialist is the key point of contact for customers post order, developing a culture of customer satisfaction through the timely, pro-active and thorough handling of all warranty and related technical queries, questions and site progress requirements from inception to completion. Operating strictly within FCA and other relevant Regulations.

Your Responsibilities:

• Account ownership and to end management of the customer journey and experience.
• To deliver the best possible customer service when dealing with existing or potential customers through excellent written and oral communication.
• Working to internal personal and team Key Performance Indicators.
• Frequently liaising with sales, surveying and all others teams as necessary to develop cross working relationships and facilitate an excellent experience for the customer.
• Taking responsibility for actions and owning issues.
• Proactively making frequency based progress calls and supporting the team to do this.
• Serve as the lead point of contact for all customer account management matters, remote technical staff and all internal departments as to the progression of the site development.
• Providing Extranet support for new customers.
• Build and maintain strong, long-lasting client relationships.
• Ensure the timely and successful delivery of our solutions according to customer needs and objectives.
• To identify to the Head of Segment any contentious/litigious issues at the earliest opportunity.
• Collate daily figures to add onto the CSU End of Night report.
• Ensuring systems contain correct information provided by the risk management teams to include names, email information and contact information.
• Accurately record and log interaction with customers and update account information.
• Undertake any other duties and administrative work as reasonably required.
• To review own job description, at least annually, updating as necessary in conjunction with HR.
• To comply at all times with the requirements of the Financial Services and Markets Act 2000 and FCA Rules.
• Indexing documents to internal folders received from customers,surveyors and any 3rd party.
• Chasing customers/ surveyors for outstanding documentation.
• Conducting file reviews on plots reaching completion.
• Dealing with customer queries from both internal and external customers (surveyors and customers/ sitebased queries).
• Issuing cover notes on demand.
• Completing site re-allocations on demand.
• Gathering completion forecast data to provide to senior staff within Key Nationals.
• Supporting additional technical staff such as Design Surveyors and Engineers.

Your Skills & Experience:

• Highly motivated and well organised, displaying a positive mind-set and high energy
• Excellent knowledge of Customer Service and prior experience is desirable
• Confident in escalating and discussing issues with senior colleagues
• Ability to follow and champion the MDIS culture and values
• Demonstrable ability to use own initiative, with confidence to put forward new ideas and is flexible in personal approach
• Committed to being a strong team player and remaining positive and approachable
• Ambitious, willing to go above and beyond and is driven in achieving company goals and personal objectives.
• Competent in Microsoft office namely: word, excel and outlook
• Experience managing multiple customers, using various methods of communication
• Experience in using computerised data management system is desirable
• Experience in outbound telephone calling
• Good planning and organisational skills
• Demonstrate ability to use own initiative and flexible in personal approach

Benefits Package

• Annual bonus
• Excellent pension scheme
• Private Medical Insurance
• Enhanced Maternity/Paternity leave (after 2 years’ service)
• 25 days annual leave plus bank holidays plus 2 wellness days