Customer Experience Specialist

Sopra Steria Limited; Killingworth Village; On-site; GBP 25,000 - 30,000; Full time

Job summary

A leading consulting firm in the UK seeks a Customer Experience Specialist to support a financial services client. The role involves handling customer calls, resolving queries, and ensuring compliance. Ideal candidates are customer-focused, inquisitive, and confident communicators. Flexible working arrangements and a referral bonus of £500 are offered. Initial training and continuous development will be provided.

Benefits

Referral Bonus: £500

Flexible working arrangements

Dedicated training and career development

Responsibilities

• Handling incoming calls and identifying customer needs with empathy and accuracy.
• Resolving queries clearly, professionally, and in line with quality assurance standards.
• Managing complaints in a supportive and solution-focused way.
• Following compliance, legal, and regulatory requirements.
• Being an active part of a team that values collaboration, respect, and wellbeing.

Skills

Customer-focused

Inquisitive

Confident communicator

Problem-solving

Motivated to learn

Job description

About the role

Are you passionate about people and delivering exceptional customer experiences? Are you looking to build your career within a company recognised for its inclusivity, sustainability, and strong values? At Sopra Steria, we’re looking for Customer Experience Specialists to join our Private Sector team, supporting one of our major financial services clients. This permanent role gives you the opportunity to grow your skills within a Great Place to Work® Certified organisation, supported by training, coaching, and a team that genuinely wants you to succeed.

What you’ll be doing

• Handling incoming calls and identifying customer needs with empathy and accuracy
• Resolving queries clearly, professionally, and in line with quality assurance standards
• Managing complaints in a supportive and solution‑focused way
• Following compliance, legal, and regulatory requirements
• Being an active part of a team that values collaboration, respect, and wellbeing

What you’ll bring

• Customer‑focused: committed to helping people and delivering excellent service
• Inquisitive: naturally curious, willing to ask questions, and eager to learn
• Confident communicator: able to explain information concisely, professionally, and clearly
• Problem‑solving: able to assess situations, identify the right solution, and follow procedures accurately
• Motivated to learn, grow, and continually improve your skills

Key dates & details

• The role is based at our Newcastle regional hub.
• The service operates Monday to Sunday, from 8 am to 8 pm on weekdays and 8 am to 6 pm on weekends. Weekend work is part of the role, but you will not be scheduled every weekend.
• You will receive an initial 4‑week training programme (Monday to Friday, 9:00 am‑5:00 pm).
• Training and career development are supported.
• Video interviews will take place during the week commencing 1 December, followed by on‑site interviews beginning the week commencing 8 December.
• Successful candidates will begin on weekly start dates throughout February 2026.
• Flexible working arrangements are available.
• Referral Bonus: £500.

About Sopra Steria

Sopra Steria is, first and foremost, about people. We provide consulting and digital services, creating innovative solutions at scale to deliver sustainable growth and services that make life better. Our work touches many lives across the UK, from helping the Government provide essential public and health services to improving financial services with fairer, customer‑centric solutions.