CX Automation & Zendesk Platform Specialist

On the Beach; Manchester; Hybrid; GBP 35,000 - 48,000; Full time

Benefits offered by this job

25 days holiday

Learnerbly learning platform

Discretionary wellbeing events

Gym discount

SIP share plan

Life insurance

Mental health support

Office coffee subsidies

Flexible benefits

Cycle to Work

Job summary

On the Beach is hiring a Customer Solutions Advisor in Manchester to optimise our Zendesk-based Customer Interactions Platform. You will configure, automate, and improve chat and ticket workflows, while enhancing self-service with chatbot skills and a strong knowledge base.

You’ll analyse data to drive improvements, troubleshoot issues, and stay ahead of Zendesk updates. This is a hybrid role with in-office days in Manchester.

Qualifications

• Experience configuring customer interaction platforms (Zendesk, Freshworks, or similar).
• Understanding automation rules, chatbot tech, and ticket workflows.
• Strong analytical skills with Excel (dashboards, formulas, pivot tables).
• Excellent communication and collaboration skills.
• Passion for customers and their experience during booking to beach break.
• Ability to prioritise, plan and organise workload.
• Ability to work under pressure and adapt in a fast-paced environment.
• Quick learner with new systems and technologies.

Responsibilities

• Configure and maintain the Zendesk platform (triggers, automations, workflows, apps, integrations, user management).
• Develop automations in chat and ticket workflows to reduce manual effort.
• Manage chatbot skills, intents, and utterances; align with product policies.
• Analyze chatbot flows and customer comms to reduce contacts and boost self-service.
• Build and maintain customer knowledge base for effective self-service.
• Use data to analyse platform performance and provide insights.
• Troubleshoot platform issues and provide end-user support as needed.
• Stay current with Zendesk updates and industry trends.

Skills

Zendesk config

Automation rules

Chatbot tech

Excel dashboards

Communication

Prioritisation

Adaptability

Learning fast

Results oriented

Tools

Zendesk

Freshworks

Job description

On the Beach is hiring a Customer Solutions Advisor in Manchester to optimise our Zendesk-based Customer Interactions Platform. You will configure, automate, and improve chat and ticket workflows, while enhancing self-service with chatbot skills and a strong knowledge base.

You’ll analyse data to drive improvements, troubleshoot issues, and stay ahead of Zendesk updates. This is a hybrid role with in-office days in Manchester.