Customer Experience Specialist - Durham

Sanderson Recruitment Plc; North East; On-site; GBP 21,000 - 26,000; Full time

Job summary

Sanderson Recruitment Plc, in partnership with a leading global provider of ICT services, is seeking a Customer Experience Specialist to deliver a first-class customer experience in a fast-paced contact centre environment.

The role focuses on resolving queries at first contact, contributing to quality standards, supporting training, and adapting to changes with a strong emphasis on customer focus, teamwork and personal development.

Qualifications

• Customer focus: committed to building excellent relationships with customers and understanding their needs.
• Team working: collaborate with others and share knowledge across teams.
• Personal development: continuously improve skills and seek growth opportunities.
• Flexibility: adapt to changing plans and information with a positive attitude.

Responsibilities

• Handle high volumes of calls (150+ per day).
• Resolve customer queries on first contact while meeting quality standards.
• Participate in training, coaching and support sessions to improve customer experience.
• Support change initiatives and act on customer feedback and technical issues.

Job description

Sanderson is working in partnership with a leading global provider of ICT Services for the large enterprise and public sector markets.

Job description

• As a Customer Experience Specialist, you'll be responsible for delivering a first-class customer experience to help make NS&I the UK's most trusted savings provider. Working in a fast-paced contact centre environment that has the customer at the heart of everything we do. A Customer Service Representative is someone that has a positive approach to customer service, good communication and computer skills, and is open to learning new things. Some key parts of the role are detailed below.
• Customer - Help resolve customer queries on first contact whilst meeting the required quality assurance and customer satisfaction standards. Actively engage in all training, coaching and support sessions to help deliver a first-class customer experience.
• Transformation - Dealing with a variety of ad hoc duties. Acting as appropriate on trends including customer feedback and technical issues. Proactively support with change activities to help make NS&I the UK's most trusted savings provider.
• Compliance and Regulation: Follow all compliance, legal and regulatory requirements, completing all relevant training.
• As a Customer Experience Specialist, you'll be responsible handling high volumes of calls throughout the day (150+ calls).

Skills we need

• Customer Focus: Committed to building excellent relationships with customers, based on a full understanding of their needs. Dedicated to delivering what is promised.
• Team working: Working together by involving others in goals and plans, sharing knowledge, taking a positive role in teambuilding and collaboration with other teams.
• Personal development: Continuously reviewing and improving personal skills, seeking challenging opportunities to stimulate personal development and growth.
• Flexibility: Taking a flexible approach, revising plans and decisions considering new information and changing circumstances, dealing positively with organizational change.

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.

Please Note: Shortlisted candidates will be contacted via Call/Email.

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.