Hybrid Customer Experience Specialist

Healthxchange; Reading; Hybrid; GBP 27,000 - 33,000; Full time

Benefits offered by this job

Company pension

annual performance bonus

23 days holiday plus bank holidays (in

staff discount

staff social events

access to Health Assured EAP

Job summary

Healthxchange is seeking a dynamic Customer Services Executive for our Reading-based, hybrid role. You will deliver outstanding support across phone, email and live chat, help resolve queries, and ensure orders are processed accurately while upholding company SOPs.

You'll work with internal teams, maintain CRM records, and look for opportunities to upsell or promote Healthxchange products. The role offers a proactive, customer-focused environment with a discretionary annual performance bonus.

Qualifications

• Excellent understanding of what a great customer experience is.
• Experience in a Customer Support/Contact Centre environment.
• Strong organisational skills and able to work to deadlines and deliver results under pressure.
• High attention to detail with a focus on quality.
• Excellent email writing skills.
• Ability to work under pressure in a fast-paced environment, whilst being flexible and adaptable.
• Self-motivated, with the ability to work under minimal supervision.
• Excellent time management capability.
• Proven communication skills, and confident telephone manner.
• IT skill such as Microsoft Office and CRM systems (Salesforce desirable)

Responsibilities

• Act as a customer champion, always delivering an excellent customer experience and support with increasing our customer satisfaction and retention.
• Take ownership of customer queries, working with internal stakeholders to investigate and provide a full resolution for the customer.
• Ensure orders are processed promptly and accurately, adhering to company Standard Operating Procedures and all compliance requirements.
• Liaise with external third-party suppliers e.g. delivery companies to investigate and resolve customer delivery issues.
• Investigate and respond to customer complaints, providing a resolution in line with customer expectations and in line with company policies.
• Ensure customer emails, phone calls and Live Chats are responded to within agreed department response times.
• Act as a brand ambassador when interacting with customers, consistently demonstrating high levels of integrity, diligence, and professionalism.
• Always act as a team player, working with your colleagues to achieve department goals and objectives.
• Maintain accurate records within our customer database and CRM system.
• Support with initiatives to upsell or promote HXP’s products or services.
• Maintain an up-to-date knowledge of company products and procedures.
• Provide support with ad-hoc projects and tasks as required.

Skills

Customer support

Email writing

Communication skills

Time management

Organisational skills

Self-motivated

Working under pressure

Attention to detail

Phone manner

Tools

CRM systems

Microsoft Office

Salesforce (desirable)

Job description

Healthxchange is seeking a dynamic Customer Services Executive for our Reading-based, hybrid role. You will deliver outstanding support across phone, email and live chat, help resolve queries, and ensure orders are processed accurately while upholding company SOPs.

You'll work with internal teams, maintain CRM records, and look for opportunities to upsell or promote Healthxchange products. The role offers a proactive, customer-focused environment with a discretionary annual performance bonus.