Digital Experience Coordinator

Places for People; Northwich; Hybrid; GBP 28,000 - 40,000; Full time

Benefits offered by this job

27 days' holiday

Option to buy/sell up to five days' AN

Healthcare cashback plan

24/7 remote GP services

Study and professional qualifications,

Pension scheme (matched contributions)

Life assurance (4x salary)

Our Place Rewards discounts

Job summary

Places for People is seeking a Digital Experience Coordinator to support day-to-day management, performance and ongoing improvement of digital customer platforms. You’ll cover online chat, self-service and automated journeys, investigating issues and identifying opportunities to simplify processes.

You’ll explore AI and automation to enhance experiences for customers and colleagues. You’ll collaborate with CX, IT, Product and suppliers to resolve issues, test releases and ensure accessible,

Qualifications

• 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.

Responsibilities

• 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.

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.

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