Hybrid Customer Experience Specialist - First-Contact Expert

The Methodist Church in Britain; Nottingham; Hybrid; GBP 23,000 - 31,000; Full time

Benefits offered by this job

Salary lenient

35 days' annual leave

10% employer pension contribution

Three-day Christmas closedown

Option to buy up to five additionalle

Wellbeing support

Ongoing learning and development

Job summary

Plus Dane's frontline customer team is seeking a specialist to be the first point of contact for customers across a wide range of services. The work centres on high volumes of calls, digital enquiries and reception visits, aiming to resolve them first time with accurate records.

Hybrid working applies, with at least two days a week at the Congleton office, and customer-focused experience from housing, a contact centre, retail or care is relevant.

Qualifications

• Respond to customer enquiries and give clear, accurate advice.
• Record enquiries and actions accurately on systems, including the CRM.
• Handle high volumes of enquiries by telephone, digital channels and at office reception.
• Listen with empathy and stay calm with upset customers, using judgement to resolve enquiries.
• Take ownership, follow up and keep customers informed.
• Escalate issues appropriately when they cannot be resolved directly.

Responsibilities

• Respond to customer enquiries and give clear, accurate advice.
• Aim to resolve enquiries at the first point of contact.
• Record all enquiries and actions accurately on systems, including the CRM.
• Handle high volumes of enquiries by telephone, digital channels and at office reception.
• Listen with empathy and stay calm with upset customers, using judgement to resolve enquiries.
• Take ownership, follow up and keep customers informed.
• Escalate issues appropriately when they cannot be resolved directly.
• Make sure support from other teams reaches the right people while keeping ownership.
• Work with colleagues to provide a consistent service.
• Work across different systems.
• Identify feedback, trends and opportunities to improve the customer experience.

Skills

Clear communication

Customer focus

Resilience

Problem solving

IT skills

Numeracy & literacy

Job description

Plus Dane's frontline customer team is seeking a specialist to be the first point of contact for customers across a wide range of services. The work centres on high volumes of calls, digital enquiries and reception visits, aiming to resolve them first time with accurate records.

Hybrid working applies, with at least two days a week at the Congleton office, and customer-focused experience from housing, a contact centre, retail or care is relevant.