Customer Experience Specialist: First-Contact & Resolution

Sureserve; Bathgate; On-site; GBP 22,000 - 30,000; Full time

Benefits offered by this job

Pension scheme

Life assurance

Flexible benefits scheme

32 days annual leave

Employee Assistance Programme

Job summary

Sureserve in Bathgate is looking for a customer service advisor to be the first point of contact, handling enquiries, appointments, and issue resolution from first contact through to completion.

You will manage inbound calls, route queries, respond to emails, and support customers through their journey, aiming for first-class service and contract SLAs.

We offer £26,227.50 per year, a pension, life assurance, 32 days leave and access to flexible benefits.

Qualifications

• Experience in a contact centre or telephone-based role.
• Excellent customer journey experience and strong communication skills.
• Highly organized with attention to detail and proficient MS Office apps.

Responsibilities

• Manage all inbound calls to the business and route to relevant departments using our CRM.
• Ad hoc outbound dialing to support business needs.
• Manage inbound/outbound calls in line with departmental KPIs.
• Deal with emails in a timely manner, follow up and closure.
• Support the resolution of customer enquiries and complaints orally and in writing.
• Deliver to agreed contract service levels.
• Handle challenging, sensitive, and escalated calls to support customers.
• Promote a customer facing culture to deliver first-class service.
• Build and maintain excellent relationships with customers/clients.

Skills

Contact centre experience

Customer journey experience

Excellent communication skills

Organised and detail oriented

Outlook

Excel

Word

PowerPoint

Job description

Sureserve in Bathgate is looking for a customer service advisor to be the first point of contact, handling enquiries, appointments, and issue resolution from first contact through to completion.

You will manage inbound calls, route queries, respond to emails, and support customers through their journey, aiming for first-class service and contract SLAs.

We offer £26,227.50 per year, a pension, life assurance, 32 days leave and access to flexible benefits.