Customer Experience Specialist

Apply; Milton Keynes; On-site; GBP 25,000 - 35,000; Full time

Job summary

Apply seeks a passionate CX Specialist in Milton Keynes to provide high-quality customer support across various channels. You will handle inquiries from diverse users, demonstrating empathy and commitment to customer satisfaction.

The role requires flexibility with working schedules, including evenings. Ideal candidates will have prior service experience, problem-solving abilities, and excellent communication skills. Join a collaborative team dedicated to enhancing customer experiences with Xero.

Qualifications

• Prior experience in a service environment meeting service levels and quality targets.
• Proven problem-solving and resolution skills.
• Clear and concise communication, both written and verbal.

Responsibilities

• Provide timely, high-quality support and guidance to customers.
• Manage customer inquiries through to resolution.
• Record case details accurately in the case management system.

Skills

Customer service experience

Problem-solving skills

Clear communication

Initiative and adaptability

Team player

Tools

Salesforce

Job description

The role & impact

As a CX Specialist, you will be a passionate Xero brand ambassador , responsible for providing timely, high-quality support and guidance to customers of all levels, from beginners to experts. This includes providing support for accounting and bookkeeping queries. You will make an impact by demonstrating empathy, actively listening, and delivering consistently high customer satisfaction across all contact channels.

The work requires resilience and adaptability. You will manage customer inquiries through to resolution, accurately recording case details in the case management system (e.g., Salesforce), and escalating unresolved issues appropriately while keeping customers informed. Success is measured by achieving quality and productivity targets and ensuring best-in‑class customer experiences.

The team & how they connect

The Customer Experience (CX) team works collaboratively to provide proactive and reactive support to a diverse range of Xero users globally, including small business owners, bookkeepers, and accountants. They are dedicated to delighting customers and demonstrating the value Xero brings to their businesses, working 24/7 across various channels.

The team is currently working on

• Providing high-quality support across all channels, such as phone, email, and chat.
• Proactively engaging with customers to help them maximise the benefits of Xero.
• Making proactive and reactive outbound calls to manage and resolve customer inquiries.
• Staying up‑date with Xero product changes, training, and accurately recording case details.

Where and how you can work

We are looking to add Customer Experience Specialists to our team who will work one of the following schedules:

• Tuesday through Saturday, 11:30AM - 8PM
• Sunday through Thursday, 11:30AM - 8PM

Please note that the anticipated start date will be in 10 August 2026. There will also be an evening pay supplement for shifts ending at 8:00 PM.

Here are some of the things we are looking for, for this role

• You bring prior experience in a service environment, having demonstrated the ability to meet service levels and quality targets.
• You possess proven problem‑solving and resolution skills, showing commitment to following through and resolving customer problems.
• You can communicate clearly and concisely, both written and verbally.
• You will have comfort and confidence in making proactive and reactive outbound calls.
• You demonstrate initiative, self‑management skills, and flexibility, embracing challenges and adapting quickly to change.
• You are a proven team player with a willingness to assist and collaborate with other team members.