Customer Experience Specialist

GRW Talent; Dunfermline; On-site; GBP 24,000 - 32,000; Full time

Benefits offered by this job

31 days holiday per year

Company pension

Discounted employee products

On-site bistro

Free parking

Job summary

GRW Talent’s client, a leading Scottish home improvement company, seeks a Customer Experience Specialist to join the team at Dunfermline. You will handle customer enquiries and co-ordinate the installation process, ensuring timely responses to issues for both business and consumer customers.

The role suits an experienced customer service professional with a background in busy construction, utilities, manufacturing, or trades sectors.

Qualifications

• Proven customer service experience in fast-paced environments.
• Experience coordinating installation processes and logistics.
• Ability to liaise with customers, suppliers and tradespeople.
• Background in B2B/B2C service and issue resolution.
• HNC/HND calibre or higher preferred.

Responsibilities

• Be the first point of contact for customer service queries.
• Organise and communicate all aspects of the installation process.
• Liaise with stakeholders to ensure prompt responses to issues.
• Manage logistics to optimise efficiency and hit targets.
• Update clients on progress and actions taken.

Skills

Customer service

B2B

B2C

Logistics coordination

Stakeholder liaison

Education

HNC/HND or higher

Job description

BASED DUNFERMLINE, FIFE, PERMANENT JOB / ONSITE

EXCELLENT SALARY AND BENEFITS PACKAGE

Headquartered in Dunfermline and with multiple locations throughout Scotland, GRW Talent’s client is amongst the UK’s largest home improvement companies with a highly recognisable and established brand that is synonymous with quality. Due to continuous sales growth in both their domestic and commercial customer bases, they now need to make the key hire of a Customer Experience Specialist.

Rated excellent on Trust Pilot with over 5000 reviews and voted best company in the UK in their sector by consumer champion Which.co.uk, the customer experience and service is at the heart of everything they do.

As they continue to be the very best in the market, and to support a major growth strategy, the Customer Experience Specialist joins an established team and forward thinking department. You will be a customer success champion. Key responsibilities include:

• Being the first point of contact for handling and co-ordinating all customer service queries.
• Organising and communicating all aspects of the installation process.
• Liaising with all relevant stakeholders to ensure a prompt response to any issues arising from customers, suppliers, or tradespeople.
• Extensive management of logistics and planning to optimise business efficiency, including achieving key targets set by the operational management team.
• Managing the daily requests of the businesses clients and keeping them and the customers updated.

Ideally educated to HNC/HND (degree preferred) calibre, you are an experienced Customer Service professional. This will suit candidates with a background in internal sales, key account management, customer service, customer success and onboarding. We are open to candidates from a range of backgrounds. We would be especially keen to hear from anyone working in customer service in busy construction, utilities, manufacturing, commercial / trades retail or engineering businesses. Experience of both B2B and B2C customer service and resolving complaints would be advantageous. The ability to handle multiple customers and jobs at any one time in a fast-paced environment is crucial.

This is a unique opportunity to join one of Scotland’s leading brands, offering fantastic career opportunities and the autonomy to make a real difference within an organisation already committed to growth, service excellence and uncompromising safety standards. Candidates can expect excellent job security, ongoing training and career development. Your excellent base salary is supplemented by a solid company pension,31 days holiday per year, discounted employee products scheme and working in a modern open plan office with an on-site bistro and free parking.