Customer Experience Specialist

Sunbelt Rentals UK; Warrington; On-site; GBP 23,000 - 29,000; Full time

Benefits offered by this job

Excellent development opportunities

Incentive scheme

Life Assurance

Employee assistance programme

Opportunity to buy and sell holidays

Job summary

Sunbelt Rentals Limited is seeking a Customer Experience Specialist for our Warrington office. The role is office-based with no hybrid option.

You will drive service excellence, handle customer queries, collaborate across teams, and monitor KPIs while upholding the 'Customer First' culture and safe working practices.

Qualifications

• Proven experience in a customer service or support role, ideally handling complex queries.
• Experience of using Excel or AI to analyse data and drive process improvement
• Strong problem-solving skills with the ability to make decisions under pressure
• Excellent communication skills, both written and verbal, with a customer-centric mindset
• Ability to balance customer needs with business objectives
• Good IT skills, including MS Office and experience with CRM systems (Salesforce experience is advantageous)
• Highly organised with strong attention to detail and accuracy
• A proactive, flexible approach and willingness to learn and adapt
• Experience of carrying out root cause analysis and process optimisation techniques (desirable)
• Knowledge of pricing models, rate card management, and invoicing processes (desirable)

Responsibilities

• Carry out root cause analysis through investigating recurring invoice-related issues, collaborating with cross-functional teams to implement corrective actions, and monitor and evaluate implemented solutions to prevent issue recurrence
• Demonstrate proactivity to identify areas where processes can be improved to enhance service delivery, reduce errors, and provide value to the customer.
• Address and resolve administrative issues related to the account, including breakdowns and invoicing discrepancies.
• Handle and resolve customer queries and complaints to ensure fair outcomes for the customer and the business, keeping customers informed throughout
• Provide feedback and insights to senior management to help improve processes and enhance service delivery, while producing reports to monitor performance and trends
• Collaborate across teams by working closely with Operations, Sales, and other departments to ensure seamless customer journeys
• Monitor performance through tracking KPI’s, and ensure compliance with health, safety, environmental standards in collaboration with the wider business
• Manage customer interactions across multiple channels, including LiveChat, social media, and other digital avenues.
• Utilise case management systems and support the end-to-end complaint process.

Skills

Customer service

Data analysis

Problem-solving

Communication

Organisational skills

MS Office

Adaptability

Tools

CRM systems (Salesforce advantageous)

Job description

About The Role

We have an exciting new role for a Customer Experience Specialist to join our new team in Warrington! This role is office based, hybrid working is not available.

The Customer Experience Specialist will support in driving service excellence and be the voice of our “Customer First” culture, ensuring every interaction leaves customers feeling valued and supported.

Key Responsibilities

• Carry out root cause analysis through investigating recurring invoice-related issues, collaborating with cross-functional teams to implement corrective actions, and monitor and evaluate implemented solutions to prevent issue recurrence
• Demonstrate proactivity to identify areas where processes can be improved to enhance service delivery, reduce errors, and provide value to the customer.
• Address and resolve administrative issues related to the account, including breakdowns and invoicing discrepancies.
• Handle and resolve customer queries and complaints to ensure fair outcomes for the customer and the business, keeping customers informed throughout
• Provide feedback and insights to senior management to help improve processes and enhance service delivery, while producing reports to monitor performance and trends
• Collaborate across teams by working closely with Operations, Sales, and other departments to ensure seamless customer journeys
• Monitor performance through tracking KPI’s, and ensure compliance with health, safety, environmental standards in collaboration with the wider business
• Manage customer interactions across multiple channels, including LiveChat, social media, and other digital avenues.
• Utilise case management systems and support the end-to-end complaint process.

What we offer?

• Real Living Wage Payer
• Excellent development opportunities
• Exceptional benefits including:
• Incentive scheme
• Life Assurance
• Employee assistance programme
• Opportunity to buy and sell holidays

About You

About You

To succeed in this role, you will bring the following skill set and behaviours:

• Proven experience in a customer service or support role, ideally handling complex queries
• Experience of using excel or AI to analyse data and drive process improvement
• Strong problem-solving skills with the ability to make decisions under pressure
• Excellent communication skills, both written and verbal, with a customer-centric mindset
• Ability to balance customer needs with business objectives
• Good IT skills, including MS Office and experience with CRM systems (Salesforce experience is advantageous)
• Highly organised with strong attention to detail and accuracy
• A proactive, flexible approach and willingness to learn and adapt
• Experience of carrying out root cause analysis and process optimisation techniques (desirable)
• Knowledge of pricing models, rate card management, and invoicing processes (desirable)

About Us

Why Sunbelt?

Whether it's construction sites, energy projects, government initiatives, or unforgettable events, Sunbelt Rentals deliver the equipment and expertise to move every industry forward. With our ambition to an employer of choice this makes Sunbelt Rentals an ideal destination for your next career move.

We are committed to the fair treatment of our staff, potential staff, and users of our services, regardless of race, gender, religion, sexual orientation, responsibilities for dependants, age, physical/mental disability, or offending background.

Having a criminal record will not automatically bar an individual from working with us. We judge each case on its own merits, taking into account the relevance of the conviction to the role, the circumstances, and the time passed since the offence.