Customer Experience Specialist

Opustech; Reigate; Hybrid; GBP 26,000 - 32,000; Full time

Benefits offered by this job

Private Healthcare

Dreamball draw

Company events

Free breakfasts

Outstanding performance awards

Pension & life insurance

Training & development

Volunteering days

Refer a friend bonus

Flexible holiday

Job summary

Opus, the UK's largest independent MSP, invites applications for a Customer Experience Specialist in Reigate. The role delivers first-line responses to customer requests by phone, email, web, and portal, while maintaining satisfaction and actively managing CRM tickets and SLAs.

The position offers hybrid working with 3 days in the Reigate office, 25 days holiday plus bank holidays, and a comprehensive benefits package to support professional development and work-life balance.

Qualifications

• At least 5 GCSE Grades at 'C' level or above including Maths and English
• Previous employment in a customer service or co-ordination 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
• Ability to understand the point of view of other departments and put own point of view clearly. Good at keeping other departments in the picture and flagging up potential problems
• High level of personal motivation, looking to further skills and career through In-House training
• Ability to multitask is vital to this role

Responsibilities

• 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)

Skills

GCSEs

Customer service

MS Office

Databases

Conflict resolution

Multitasking

Communication skills

Cross-department communication

Career development

Education

GCSEs including Maths & English

Tools

Microsoft Office

CRM systems

Database systems

Job description

Join Opus, the UK's largest independent Managed Service Provider, ranked 'World Class' by Best Companies. Grow your career in a business that champions creativity and development.

Be a key player in our Service Delivery team

The Customer Experience Specialist role 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 £28,860k pa

25 Days Holiday + 8 Bank Holidays

Hybrid working for a good work/life balance - 3 days a week in our 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

You will have the following experience/skills:

• At least 5 GCSE Grades at 'C' level or above including Maths and English
• Previous employment in a customer service or co-ordination 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
• Ability to understand the point of view of other departments and put own point of view clearly. Good at keeping other departments in the picture and flagging up potential problems
• High level of personal motivation, looking to further skills and career through In-House training
• Ability to multitask is vital to this role

Your exclusive benefits

• 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
• Enriching paid volunteering days
• 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.