Customer Experience Specialist

Xero; Milton Keynes; On-site; GBP 26,000 - 38,000; Full time

Job summary

A renowned financial software company is seeking a Customer Experience Specialist to provide exceptional support to users across various channels, including phone, email, and chat. The ideal candidate will have experience in a service environment, strong problem-solving skills, and the ability to communicate effectively. You will work a flexible schedule, contributing to high customer satisfaction and team success. Apply now even if your experience isn't a perfect match, as skills and passion are valued!

Qualifications

• Experience in a service environment meeting service levels and quality targets.
• Demonstrated problem-solving abilities and follow-through on customer issues.
• Ability to communicate succinctly in both written and verbal formats.
• Comfort and confidence in proactive and reactive outbound calls.
• Initiative, self-management, flexibility, and ability to adapt to change.
• Proven ability to collaborate with others in a team environment.

Responsibilities

• Provide high-quality support across multiple channels.
• Engage proactively with customers for better service.
• Record customer interaction details accurately.
• Stay up-to-date with Xero product changes and accurately record case details.

Skills

Customer service experience

Problem-solving skills

Clear communication

Outbound calling

Team collaboration

Adaptability

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-to-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 11 May 2026.

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.

Apply even if your experience isn't a perfect match! At Xero, we hire based on your skills, passion, and the unique perspective you can bring to enhance our culture and team.