Customer Experience Specialist

Instant Impact; Norwich; Hybrid; GBP 28,000 - 30,000; Full time

Benefits offered by this job

Competitive salary

25 days’ holiday

Statutory pension

The flexibility of hybrid working

Opportunity to join a small,Collaborat

A varied role combining customer engg.

Job summary

FlexiTog is hiring a Customer Experience Specialist to join the Commercial team in Norwich. This hybrid role focuses on supporting the customer journey through insight, resolution and service improvements, with outbound engagement to drive retention and sales.

Based in Norwich, the role covers customer data analysis, complaint handling and collaboration with cross-functional teams to enhance journeys and outcomes across the UK market.

Qualifications

• Experience in customer service, customer experience, sales or a similar customer-facing role.
• Confident speaking with customers, including handling commercial conversations.
• Comfortable working with customer data, feedback and service metrics.
• Experience using CRM systems.
• Strong communication, problem-solving and analytical skills.
• An additional language is a big plus, but not essential.

Responsibilities

• Analyze customer feedback, NPS, CSAT and complaints to identify trends and areas for improvement.
• Resolve customer issues and support effective complaint handling.
• Make outbound calls to existing and prospective customers to support retention, re-engagement and sales.
• Identify appropriate upsell and cross-sell opportunities.
• Monitor service performance and help improve customer journeys and processes.
• Accurately record customer interactions and outcomes in CRM systems.

Skills

Customer service

Customer experience

Sales

Communication

Analytical skills

Tools

CRM systems

Job description

Customer Experience Specialist

Department: Client Role

Employment Type: Full Time

Location: Norwich, UK

Reporting To: Head of Customer Experience

Compensation: £28,000 - £30,000 / year

Description

We are hiring a Customer Experience Specialist to join the Commercial team at FlexiTog. It is a hybrid role based in Norwich.

At FlexiTog, it’s all about helping people perform at their best in some of the toughest working environments. The business specialises in insulated workwear and PPE and operates across the UK, Netherlands and Germany. This role sits at the heart of the customer journey, combining customer insight, issue resolution, service improvement and outbound engagement.

Key Responsibilities

• Analyse customer feedback, NPS, CSAT and complaints to identify trends and areas for improvement.
• Resolve customer issues and support effective complaint handling.
• Make outbound calls to existing and prospective customers to support retention, re-engagement and sales.
• Identify appropriate upsell and cross-sell opportunities.
• Monitor service performance and help improve customer journeys and processes.
• Accurately record customer interactions and outcomes in CRM systems.

Skills, Knowledge and Expertise

• Experience in customer service, customer experience, sales or a similar customer-facing role.
• Confident speaking with customers, including handling commercial conversations.
• Comfortable working with customer data, feedback and service metrics.
• Experience using CRM systems.
• Strong communication, problem-solving and analytical skills.
• An additional language is a big plus, but not essential.

Benefits

• Competitive salary
• 25 days’ holiday
• Statutory pension
• The flexibility of hybrid working
• Opportunity to join a small, collaborative Customer Experience team
• A varied role combining customer engagement, insight and service improvement