Customer Experience Specialist

TN United Kingdom; Manchester; On-site; GBP 25,000 - 35,000; Full time

Job summary

An established industry player is seeking a Customer Experience Specialist to join their dynamic team in Manchester. In this role, you will be the face of the brand, providing exceptional support to a diverse range of users. Your ability to empathize and actively listen will ensure high customer satisfaction across various communication channels. This position offers a unique opportunity to thrive in a fast-paced environment, where your resilience and adaptability will shine. If you're passionate about delivering top-notch customer experiences and enjoy tackling challenges, this role is perfect for you!

Qualifications

• Prior experience in a service environment, meeting service levels and quality targets.
• Proven problem-solving and resolution skills.

Responsibilities

• Provide timely, high-quality support to customers across all channels.
• Manage customer inquiries through to resolution, ensuring customers are informed.

Skills

Customer Service

Problem Solving

Communication Skills

IT Skills

Flexibility

Tools

Salesforce

Microsoft Office

Google Suite

Job description

Social network you want to login/join with:

Customer Experience Specialist, Manchester

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Client:

Xero

Location:

Manchester, United Kingdom

Job Category:

Customer Service

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EU work permit required:

Yes

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Job Reference:

8724c9264d98

Job Views:

4

Posted:

05.05.2025

Expiry Date:

19.06.2025

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Job Description:

How you’ll make an impact Xero’s Customer Experience (CX) team works collaboratively to provide 24/7 proactive and reactive support to a diverse range of Xero users, including small business owners, bookkeepers, and accountants. As a CX Specialist, you’ll be a passionate Xero brand ambassador, dedicated to delighting our customers and demonstrating the value Xero brings to their businesses. In this role, you will provide support and guidance, demonstrating empathy by actively listening and putting yourself in our customers' shoes, to deliver consistently high-quality customer satisfaction across all contact channels. The work is both challenging and rewarding, requiring resilience and adaptability. While you may not always have immediate answers, you'll be someone who embraces challenges and adapts quickly to change. You’ll use your resilience and available resources to thoroughly and effectively research to provide best-in-class customer experiences across all our channels. We are looking to add Customer Experience Specialists to our team who will work one of the following schedules: - Monday through Friday, 11:30 am - 8:00 pm - Tuesday through Saturday, 11:30 am - 8:00 pm - Sunday through Thursday, 11:30 am - 8:00 pm Please note that the anticipated start date will be in August 2025. If you're someone who thrives in a dynamic environment, we encourage you to apply.

What You’ll Do:

1. Provide timely, high-quality support to customers of all levels, from beginners to experts, across all channels (such as phone, email and chat), including support for accounting and bookkeeping queries.
2. Manage customer inquiries through to resolution, ensuring customers are kept informed.
3. Accurately record case details using our case management system (Salesforce).
4. Communicate clearly and effectively to ensure high levels of customer satisfaction.
5. Proactively engage with customers to help them maximise the benefits of Xero.
6. Escalate unresolved issues appropriately, keeping customers updated throughout the process.
7. Achieve quality and productivity targets.
8. Stay up-to-date with Xero product changes and training.

What You’ll Bring:

1. Prior experience in a service environment, demonstrating the ability to meet service levels and quality targets.
2. Proven problem-solving and resolution skills.
3. Proficient IT skills, including experience with Microsoft Office or Google Suite; experience with accounting and case management tools are a plus.
4. Clear and concise communication skills, both written and verbal.
5. Confidence and comfort in making proactive & reactive outbound calls.
6. Diligence and commitment to following through and resolving customer problems.
7. Initiative, self-management skills, and flexibility.
8. A proven team player with a willingness to assist other team members.