Digital Experience Coordinator

Residential Management Group (RMG); Northwich; On-site; GBP 28,000 - 36,000; Full time

Benefits offered by this job

27 days' holiday + bank holidays

Healthcare cashback plan

Pension scheme

Life assurance

Study sponsorship

Job summary

Places for People is seeking a Digital Experience Coordinator to support the day-to-day running and continuous improvement of our digital customer platforms in Northwich. You will manage online chat, self-service and automated journeys, investigating issues and identifying opportunities to streamline processes and improve the customer experience.

You will collaborate with Customer Experience, IT and product teams, guard quality and accessibility, and explore AI/automation to enhance digital

Qualifications

• Experience in digital support, customer experience or operational environment.
• Experience using a case-management system such as Salesforce.
• Analytical and problem-solving skills with ability to improve processes.

Responsibilities

• Manage digital platform cases through Salesforce and investigate issues across websites, portals and online journeys.
• Support performance and continuous improvement of online chat, chatbots, self-service and automated processes.
• Identify recurring issues and opportunities to use AI and automation to streamline customer experiences.

Skills

Salesforce

Digital support

Analytics

Stakeholder management

Tools

Agentforce

Job description

Are you passionate about digital customer experiences and looking for an opportunity to help improve the way customers interact with online services?

We're looking for a Digital Experience Coordinator to support the day-to-day running, performance and continuous improvement of our digital customer platforms.

You'll work across online chat, self-service and automated customer journeys, investigating digital issues and identifying opportunities to make processes simpler and more effective. You'll also help explore how AI and automation can improve digital experiences for both customers and colleagues.

Where will I be working?

Full time at our offices in Northwich (CW9 7LN) - 37.5 hours per week (Monday to Friday)

What you'll be doing

• Managing digital platform cases through Salesforce, investigating issues affecting websites, portals, online chat, booking systems and other online customer journeys.
• Supporting the performance and continuous improvement of online chat, chatbots, Agentforce, self-service and automated customer processes.
• Identifying recurring issues, customer pain points and opportunities to use AI, automation and improved content to streamline processes and enhance the customer experience.
• Monitoring digital performance and customer feedback, using data and insight to identify trends and recommend improvements.
• Supporting testing, releases and updates across our digital platforms and automated customer journeys.
• Working closely with Customer Experience, IT, Product, operational teams and third-party suppliers to resolve issues and deliver enhancements.
• Helping drive digital adoption and ensuring improvements meet agreed quality, accessibility, compliance and data-handling requirements.

What we're looking for

We're looking for someone with:

• Experience within digital support, customer experience, analysis or an operational environment.
• Experience using a case-management system such as Salesforce.
• Practical knowledge of online chat, chatbots, Agentforce, self-service and automated customer journeys.
• Strong analytical and problem-solving skills, with the ability to identify inefficient processes and turn findings into clear recommendations.
• Excellent organisation and prioritisation skills, with the confidence to manage multiple cases, tasks and stakeholders.
• Clear written and verbal communication skills and strong attention to detail.
• A proactive, customer-focused approach with the confidence to escape risks when required.

Experience supporting websites, portals or booking systems would be beneficial, alongside exposure to digital analytics, system testing, automation, AI tools or Experience Service Cloud.

What does RMG have to offer you?

You'll not only be joining a thriving market leader where you'll benefit from working alongside some of the best people in the industry, you'll also receive a superb package of company benefits, including:

• 27 days' holiday plus all Bank Holidays
• The option to buy or sell up to five days' annual leave each holiday year
• Healthcare cashback plan, allowing you to reclaim towards costs such as optical treatment, dental care, physiotherapy and GP charges
• 24/7 access to remote GP services
• Sponsorship for study and professional qualifications, including up to four study days
• Pension scheme with contributions matched up to 7%
• Life assurance of four times your annual salary
• Access to Our Place Rewards, offering shopping discounts, in-store vouchers, reloadable e-cards, cashback on online purchases and a range of exclusive offers

What's next?

If you meet the criteria and are ready to make the next step in your career then click apply. You will be redirected to our careers site where you can discover more about the role, read a full job description and apply directly to us.

As part of ourcommitment to diversity and inclusion, we offer a guaranteed interview to candidates who are disabled, neurodiverse, or have served in the Armed Forces, provided they meet the essential criteria for the role. If you would like to be considered under this scheme, please indicate this in your application. We are dedicated to creating a supportive and accessible recruitment process for all.

We are committed to creating an inclusive and accessible recruitment process. If you require any reasonable adjustments to support your application or interview experience, please let us know. We're happy to work with you to ensure you have the opportunity to perform at your best.

If you are a Places for People customer and you're looking for support with your application, please contact our skills and employment team on .

We understand the importance of a supportive and inclusive work culture so please talk to us at interview about flexibility you may need. We can't promise to give you exactly what you want, but we promise not to judge you for asking. For this role we are open to discussing the possibility of reduced hours, flexible start and finish times or compressed hours.

Safeguarding

At Places for People, safeguarding is everyone's responsibility. We are committed to creating safe communities for our customers and colleagues by protecting children, young people, and adults at risk from harm, abuse, and neglect.

We follow robust safeguarding policies and procedures, ensuring all employees, volunteers, and contractors uphold the highest standards of safeguarding and accountability. Our recruitment process includes pre-employment checks, including Disclosure and Barring Service (DBS) checks where applicable, to promote a safe and secure working environment.

By joining Places for People, you are expected to contribute to our safeguarding culture, following our policies and reporting concerns to protect those in our communities