Customer Experience Specialist

Opus Technology; Reigate; Hybrid; GBP 24,300 - 29,700; Full time

Benefits offered by this job

25 Days Holiday + UK Bank Holidays

Private Healthcare and Cash Plan

Complimentary daily breakfasts in the office

Personalised training and development pathways

£1,000 Refer a friend scheme

Job summary

A dynamic technology provider is seeking a Customer Experience Specialist in Reigate. This role involves managing customer service requests and ensuring high satisfaction rates. Candidates should have at least 5 GCSEs including Maths and English, and a minimum of 12 months in a customer service role. The position offers a salary of £27,000, hybrid working, and a range of benefits including healthcare, training pathways, and a referral scheme.

Qualifications

• Previous employment in a customer service role for a minimum of 12 months.
• PC literate with exposure to databases preferred.
• High level of personal motivation and the ability to further skills through training.

Responsibilities

• Responsible for first line responses to customer service requests via phone, email, and web.
• Maintain customer satisfaction and manage CRM tickets according to SLAs.
• Provide out of hours support on a scheduled rotation.

Skills

Conflict resolution

Problem-solving

Customer care

Communication skills

Multitasking

Education

At least 5 GCSE Grades at 'C' level including Maths and English

Tools

Microsoft Office

Job description

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This range is provided by Opus Technology. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more.

Base pay range

Direct message the job poster from Opus Technology

Imagine yourself in a role where your professional growth and creativity are championed every step of the way. Opus is the UK’s largest independent Managed Service Providers, recently ranked as “World class” by the Best Companies to work for awards.

Be a key player in our Service Delivery Team

As an individual you will be responsible for first line responses to customer service requests by telephone, email, web, and portal.

Additionally, you will be responsible for:

• Maintaining Customer Satisfaction
• Maintaining allocated work pools ensuring all cases are worked according to their SLA’s and pro-actively manage the CRM tickets
• Competency on all supplier portals and communication processes
• Ad hoc cover for accepting orders/deliveries, dealing with post
• Ad hoc cover for logistics controller ensuring the day-to-day orders are placed and parts are delivered within the required timeframes
• Providing out of hours support to our customers within the Networks on call schedule. (The on-call schedule works on a 7 week – 1 week on/6 weeks off rotation with a waiting list to join)

Salary £27k

25 Days Holiday + UK Bank Holidays

Hybrid working (3 days a week in the Reigate office)

Other organisations may call this role Client Success Specialist, Customer Service Advisor, Customer Experience Agent or CX Advisor.

The talents we are excited to see

We are seeking a Customer Experience Specialist who is/has:

• At least 5 GCSE Grades at ‘C’ level or above including Maths and English
• Minimum 12 months previous employment in a customer service role
• PC literate. IT Microsoft office proficient. Exposure to databases preferred
• Methodical work ethic. Strong on conflict resolution. Strong problem-solving ability as well as excellent customer care skills
• Ability to communicate at all levels with an excellent telephone manner
• High level of personal motivation, looking to further skills and career through In-House training
• Ability to multitask is vital to this role
• A comprehensive Private Healthcare and Cash Plan
• Entry to the £3,000 quarterly Dreamball draw
• Regular fully funded companywide events
• Complimentary daily breakfasts in the office
• Monthly ‘outstanding performer’ accolades
• Pension and life insurance
• Personalised training and development pathways
• A rewarding Refer a friend scheme (£1,000)
• The flexibility to adjust your holiday allowance

Where your values align with ours

Work together to win together

Be brave and think differently

Own it and never give up

Strive to be the best

Stay curious and keep learning

Meet Opus

Established in 1992, we are different to the rest, priding ourselves on being a customer-driven and service-led technology provider. Our focus is delivering tailored technology with purpose and building long-term partnerships with our clients.

In 2023, we launched the next phase of our ambitious growth strategy with the goal of doubling our turnover by 2026. We're on track to meet this target, and we're seeking top talent like you to join us on this exciting journey.

By joining Opus, you embark on an exhilarating journey filled with impactful projects and continuous professional development, empowering you to expand your expertise and leave a significant mark on businesses nationally.

If you're ready to be part of a dynamic team and help us reach new heights, we'd love to hear from you.

Seniority level

• Seniority level

  Entry level

Employment type

• Employment type

  Full-time

Job function

• Job function

  Customer Service

• Industries

  Telecommunications

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