Customer Experience Specialist

Tate; Milton Keynes; On-site; GBP 30,000; Full time

Job summary

A recruitment agency in Milton Keynes seeks a Customer Experience Specialist. The role focuses on client engagement and ensuring service standards are met. Candidates should have strong customer service experience and a desire to work within the IT industry. Main duties include managing escalations, preparing reports, and identifying process improvements. The package offers a salary of up to £30,000, plus excellent benefits including parking, bonus, and healthcare.

Benefits

Paid parking

Annual bonus

Healthcare

Life assurance

Qualifications

• Experience in a customer service based role.
• Desire to work in the IT/Cloud industry.
• Confident interaction with clients, both written and verbal.
• Calm approach to high-pressure situations.

Responsibilities

• Ensure SLA and KPI obligations are being met and exceeded.
• Question and investigate information provided by internal teams.
• Manage escalations for all customers and internal teams.
• Create and update Operational Service Manuals.
• Provide support to internal teams around major incidents.

Skills

Customer service experience

Client interaction

Data investigation

Microsoft Office proficiency

Proactive and commercially astute

Job description

Customer Experience Specialist

Up to £30,000 plus excellent benefits

Milton Keynes, office based.

Do you have experience working within the IT industry or a desire to work within it? Are you passionate about delivering exceptional customer service?

IT industry experience isn't essential; if you are great with people, able to build excellent rapport and you're proactive and commercially astute, this could be a great role for you.

You will provide reports to clients, so you need to be good with data/reporting. You will investigate and question data, regularly check in with clients to see if there are any problems you can solve for them and liaise with internal teams across the entire company to see if improvements can be made to any of their processes.

We're looking for someone who is focused on client engagement, with an eye for detail. This isn't an 'analyst' role but will involve looking at data and being able to spot when something doesn't look right.

Some of your duties will include:

• Ensuring that SLA and KPI obligations are being met and exceeded, escalating appropriately where this is not the case.
• Question and investigate information provided by internal teams and not taking data at face value
• Manage escalations for all customers and Internal Teams in relation to the services provided.
• Create and update Operation Service Manuals for our clients
• Ensure that quality standards are met in terms of ticketing and reporting by internal teams.
• Identify process/service improvement opportunities.
• Ensure SLA/KPI adherence and fulfilment of contractual obligations.
• Provide support to internal teams in terms of communication with affected customers around major incidents, planned works and updates to services.
• Prepare internal and client-facing reports relating to service and present them to senior management.
• Provide internal reports on client satisfaction.

What are we looking for?

• Experience in a Customer Service based role.
• A desire to work in the IT/Cloud industry.
• Ability to interact confidently with clients, both written and verbal.
• Must have a can-do attitude and passion to ensure service excellence.
• Must have a calm and collected approach to high-pressure situations.
• Excellent level of knowledge of Microsoft Office products (Excel, Word, PowerPoint)
• Highly organised and methodical approach.

Package - Up to £30,000 basic salary, plus excellent benefits such as: paid parking, annual bonus, healthcare, life assurance and more.

Please be aware this advert will remain open until the vacancy has been filled. Interviews will take place throughout this period, therefore we encourage you to apply early to avoid disappointment.

Tate is committed to promoting equal opportunities. To ensure that every candidate has the best experience with us, we encourage you to let us know if there are any adjustments we can make during the application or interview process. Your comfort and accessibility are our priority, and we are here to support you every step of the way. Additionally, we value and respect your individuality, and we invite you to share your preferred pronouns in your application.