Hybrid AI-Driven Customer Experience Specialist

Xero; Milton Keynes; Hybrid; GBP 30,000 - 38,000; Full time

Job summary

Xero in Milton Keynes is seeking a Customer Experience Specialist to support small business owners, bookkeepers and accountants, helping them unlock the full value of Xero’s features through proactive outreach and efficient problem-solving across channels.

You will join a collaborative team focused on activation and retention, using AI-enabled tools and a friendly, professional approach. Training requires in-office presence for the initial period, with a hybrid schedule offered after onboarding.

Qualifications

• Accounting or bookkeeping qualification or ongoing studies (e.g. AAT Level 4).
• Excellent written and verbal communication.
• Experience in a service-focused environment with quality targets.
• Ability to build trust with customers and colleagues.
• Comfort using common IT tools.
• Adaptable to change in a fast-paced setting.

Responsibilities

• Support customers via calls and emails.
• Proactively reach out to encourage better product utilisation.
• Capture details in case management tools like Salesforce or similar.
• Apply accounting knowledge to resolve queries for users and professionals.
• Collaborate with the team to drive activation and retention.

Skills

Accounting basics

Clear communication

Problem solving

Trust building

Decision making

Google Workspace

Microsoft Office

Education

AAT Level 4 or equivalent

Tools

Google Workspace

Microsoft Office

Job description

Xero in Milton Keynes is seeking a Customer Experience Specialist to support small business owners, bookkeepers and accountants, helping them unlock the full value of Xero’s features through proactive outreach and efficient problem-solving across channels.

You will join a collaborative team focused on activation and retention, using AI-enabled tools and a friendly, professional approach. Training requires in-office presence for the initial period, with a hybrid schedule offered after onboarding.