Customer Experience Specialist: First-Contact Excellence

Sanderson; Scotland; On-site; GBP 21,000 - 32,000; Full time

Job summary

Sanderson, in partnership with NS&I, seeks a Customer Experience Specialist to deliver a first-class service in a high-volume contact centre. You will handle 150+ calls daily, resolve queries at first contact, and actively engage in training and coaching to continuously improve the customer experience.

The role emphasises compliance with regulatory requirements and working collaboratively with teams to support change initiatives and maintain NS&I's trusted position.

Qualifications

• Customer focus: Committed to building excellent relationships with customers, based on a full understanding of their needs.
• Team working: Collaborative approach, share knowledge, and support other teams.
• Personal development: Continuously improving skills and seeking growth opportunities.
• Flexibility: Adapt plans and decisions with changing information.

Responsibilities

• Handle high volumes of calls (150+ per day) in a fast-paced contact centre.
• Resolve customer queries on first contact while meeting quality and satisfaction standards.
• Support with training, coaching and change activities to improve customer experience.
• Follow compliance, legal and regulatory requirements and complete training.

Skills

Customer focus

Team working

Personal development

Flexibility

Job description

Sanderson, in partnership with NS&I, seeks a Customer Experience Specialist to deliver a first-class service in a high-volume contact centre. You will handle 150+ calls daily, resolve queries at first contact, and actively engage in training and coaching to continuously improve the customer experience.

The role emphasises compliance with regulatory requirements and working collaboratively with teams to support change initiatives and maintain NS&I's trusted position.