Customer Experience Team Executive

S1jobs; Ayr; Remote; GBP 22,000 - 27,000; Full time

Job summary

S1jobs is seeking a customer service focused member to support our members and consumers at key journey stages. You will assist onboarding, live support, compliance queries and engagement initiatives to maintain a member-first experience.

Based in Ayr, Scotland, this 35-hour weekly role requires strong written and verbal communication, familiarity with CRM systems, and a proactive, problem-solving approach to keep data accurate and processes efficient.

Qualifications

• Experience in customer service or membership-focused roles.
• Excellent written and verbal communication.
• Proficient with CRM and email/LiveChat tools.
• Accurate data handling and attention to detail.
• Ability to manage multiple tasks in a fast-paced, remote-first environment.
• Willing to learn CPS and PAS 2030 compliance topics.

Responsibilities

• Respond to inbound queries via email, LiveChat, and phone with timely resolutions.
• Support requests related to BRCC, reinstatements, certificate re-issues, and general enquiries.
• Maintain accurate records in CRM systems and escalate complex cases as needed.
• Carry out onboarding follow-ups to ensure new members feel supported.
• Participate in reactivation and retention campaigns for disengaged members.
• Monitor satisfaction and flag pain points to the CET Manager.
• Contribute to internal knowledge base and chatbot documentation.
• Follow SOPs for scheme changes, reinstatements, and complaints.
• Suggest improvements to internal workflows and member touchpoints.
• Collaborate with Certification, Marketing, and IT teams as needed.

Skills

Customer service

Communication

CRM Systems

Attention to detail

Multitasking

Compliance basics

GDPR basics

Team player

Problem solving

Tools

CRM software

Job description

£24,750 - 35-hour contract with working hours of Monday to Thursday, 9:00 a.m. to 5:00 p.m., and Friday, 9:00 a.m. to 2:00 p.m.

Job Purpose/Role

To deliver exceptional service and support to our members and consumers at key stages of their journey. This role supports onboarding, live support, compliance queries, and engagement initiatives ensuring that we maintain a high-quality, responsive, and member-first experience.

Key Accountabilities/Responsibilities

Service & Support

• Respond to inbound queries via email, LiveChat, and phone, ensuring timely, helpful resolutions.
• Support requests related to BRCC, reinstatements, certificate re-issues, and general enquiries.
• Maintain accurate records in CRM systems and escalated complex cases as appropriate.

Member Engagement

• Carry out onboarding follow-ups, ensuring new members feel supported and confident.
• Participate in reactivation and retention campaigns targeting lapsed or disengaged members.
• Monitor satisfaction and flag pain points to the CET Manager.

Knowledge & Process

• Contribute to internal knowledge base and chatbot documentation.
• Follow standard operating procedures for scheme changes, reinstatements, and complaints.
• Recommend improvements to internal workflows or member touchpoints.

Team Collaboration

• Work closely with other team members to cover core hours and manage team workload.
• Collaborate with Certification, Marketing, and IT teams as needed.

Role Requirements

• Proven experience in a customer service, support, or membership-focused environment.
• Strong written and verbal communication skills with a professional and empathetic tone.
• Comfortable working with CRM systems, email management, and online chat tools.
• High level of accuracy and attention to detail, especially in member data handling and compliance-sensitive processes.
• Ability to manage multiple tasks and prioritise in a fast-paced, remote-first team.
• Basic understanding of compliance and data protection obligations (e.g. GDPR); willingness to learn about CPS and PAS 2030.
• A solution-focused attitude with a willingness to take ownership of issues and see them through to resolution.
• Team-oriented, with a collaborative approach to supporting colleagues and sharing knowledge.

Competencies

Functional Competencies

• Service Delivery
• System Use
• Process Awareness
• Data Handling
• Willingness to Learn

Core Competencies

• Customer Focus
• Problem Solving
• Communication
• Collaboration
• Attention to Detail

Behaviour Competencies

• Action Oriented
• Approachability
• Compassion
• Customer Focus
• Integrity and Trust
• Interpersonal Savvy
• Listening
• Patience
• Peer Relationships
• Perseverance
• Personal Learning
• Self-Knowledge
• Understanding Others