Proactive Customer Enablement Specialist

Lloyds Banking Group; Basildon; On-site; GBP 30,000 - 45,000; Full time

Job summary

A leading UK financial services provider is seeking a Proactive Servicing Specialist to enhance merchant experiences and manage customer feedback effectively. This role involves proactive outreach, resolving issues in customer journeys, and working closely with Trustpilot reviews to drive service improvements. Ideal candidates will possess strong customer service skills, analytical abilities, and familiarity with digital tools. Join a team focused on helping Britain prosper and contributing to an inclusive workplace.

Benefits

Generous pension contribution of up to 15%

Annual performance-related bonus

Share schemes including free shares

Adaptable benefits like discounted shopping

22 days' holiday plus bank holidays

Wellbeing initiatives and generous parental leave policies

Qualifications

• Strong customer service and relationship management skills.
• Ability to analyse customer behaviour and identify pain points.
• Excellent communication skills for proactive engagement.
• Familiarity with digital tools and self-service platforms.
• Experience in merchant services or financial services preferred.

Responsibilities

• Conduct proactive outreach to merchants post-onboarding to ensure smooth activation.
• Identify and resolve frictions in the join journey.
• Respond promptly to Trustpilot reviews to demonstrate responsiveness.
• Drive improvements in Net Promoter Score (NPS) and reduce complaints.

Skills

Customer service and relationship management

Analytical skills

Excellent communication

Familiarity with digital tools

Job description

A leading UK financial services provider is seeking a Proactive Servicing Specialist to enhance merchant experiences and manage customer feedback effectively. This role involves proactive outreach, resolving issues in customer journeys, and working closely with Trustpilot reviews to drive service improvements. Ideal candidates will possess strong customer service skills, analytical abilities, and familiarity with digital tools. Join a team focused on helping Britain prosper and contributing to an inclusive workplace.