Customer Experience Specialist

Sanderson Recruitment Plc; Waldridge; On-site; GBP 20,000 - 26,000; Full time

Job summary

Sanderson Recruitment Plc is seeking a Customer Experience Specialist for our Durham contact centre. The role is full-time, typically 37.5 hours per week, with a 12-month initial duration and a focus on delivering outstanding customer service.

You will handle high volumes of calls, resolve issues on first contact, and work with your team to meet QA, compliance and customer satisfaction targets. Ongoing training and development are provided.

Qualifications

• Previous experience within a customer service or contact centre environment.
• Excellent verbal communication and interpersonal skills.
• Strong customer-focused approach with a passion for delivering excellent service.
• Good IT and computer literacy.
• Ability to work effectively in a fast-paced, target-driven environment.
• Strong team-working skills with a positive and flexible attitude.
• Willingness to learn and continuously develop.

Responsibilities

• Deliver a first-class customer experience by resolving customer queries efficiently at first contact.
• Handle a high volume of inbound calls (typically 150+ calls per day).
• Meet quality assurance, compliance and customer satisfaction targets.
• Participate in ongoing training, coaching and personal development activities.
• Work collaboratively with colleagues to achieve team objectives.
• Support business improvements by identifying customer trends and escalating technical issues where appropriate.
• Ensure all legal, regulatory and compliance requirements are followed.

Skills

Customer service

Verbal communication

Interpersonal skills

IT literacy

Fast-paced environment

Teamwork

Willingness to learn

Job description

Customer Experience SpecialistLocation: Durham- 5 days per week
Duration: 12 months initially

About the Role

An exciting opportunity has arisen for an experienced Customer Experience Specialist to join a busy, customer-focused contact centre environment. This role is ideal for individuals who thrive in fast-paced settings and are passionate about delivering outstanding customer service.

Key Responsibilities

• Deliver a first-class customer experience by resolving customer queries efficiently at first contact.
• Handle a high volume of inbound calls (typically 150+ calls per day).
• Meet quality assurance, compliance and customer satisfaction targets.
• Participate in ongoing training, coaching and personal development activities.
• Work collaboratively with colleagues to achieve team objectives.
• Support business improvements by identifying customer trends and escalating technical issues where appropriate.
• Ensure all legal, regulatory and compliance requirements are followed.

Skills & Experience

We're looking for candidates with:

• Previous experience within a customer service or contact centre environment.
• Excellent verbal communication and interpersonal skills.
• Strong customer-focused approach with a passion for delivering excellent service.
• Good IT and computer literacy.
• Ability to work effectively in a fast-paced, target-driven environment.
• Strong team-working skills with a positive and flexible attitude.
• Willingness to learn and continuously develop.

Working Pattern

A variety of flexible shift patterns are available, including:

• Full-Time Flexible (37.5 hours)
• Full-Time Late Flexible (37.5 hours)
• Full-Time 4-Day Flexible (37.5 hours)
• part time Flexible (27.5 hours)

We are committed to equality of opportunity for all staff and applications from individuals are encouraged regardless of age, disability, sex, gender reassignment, sexual orientation, pregnancy and maternity, race, religion or belief and marriage and civil partnerships.
Sanderson acts as both an employment business and as an employment agency.

Reasonable Adjustments:

Respect and equality are core values to us. We are proud of the diverse and inclusive community we have built, and we welcome applications from people of all backgrounds and perspectives. Our success is driven by our people, united by the spirit of partnership to deliver the best resourcing solutions for our clients.

If you need any help or adjustments during the recruitment process for any reason, please let us know when you apply or talk to the recruiters directly so we can support you.