Customer Experience Specialist

We have an exciting new role for a Customer Experience Specialist to join our new team in Warrington! This role is office based, hybrid working is not available.

The Customer Experience Specialist will support in driving service excellence and be the voice of our “Customer First” culture, ensuring every interaction leaves customers feeling valued and supported.

• Carry out root cause analysis through investigating recurring invoice-related issues, collaborating with cross-functional teams to implement corrective actions, and monitor and evaluate implemented solutions to prevent issue recurrence
• Demonstrate proactivity to identify areas where processes can be improved to enhance service delivery, reduce errors, and provide value to the customer.
• Address and resolve administrative issues related to the account, including breakdowns and invoicing discrepancies.  
• Handle and resolve customer queries and complaints to ensure fair outcomes for the customer and the business, keeping customers informed throughout
• Provide feedback and insights to senior management to help improve processes and enhance service delivery, while producing reports to monitor performance and trends
• Collaborate across teams by working closely with Operations, Sales, and other departments to ensure seamless customer journeys
• Monitor performance through tracking KPI’s, and ensure compliance with health, safety, environmental standards in collaboration with the wider business
• Manage customer interactions across multiple channels, including LiveChat, social media, and other digital avenues.
• Utilise case management systems and support the end-to-end complaint process.

• Proven experience in a customer service or support role, ideally handling complex queries
• Experience of using excel or AI to analyse data and drive process improvement 
• Strong problem-solving skills with the ability to make decisions under pressure
• Excellent communication skills, both written and verbal, with a customer-centric mindset
• Ability to balance customer needs with business objectives
• Good IT skills, including MS Office and experience with CRM systems (Salesforce experience is advantageous)
• Highly organised with strong attention to detail and accuracy
• A proactive, flexible approach and willingness to learn and adapt
• Experience of carrying out root cause analysis and process optimisation techniques (desirable)
• Knowledge of pricing models, rate card management, and invoicing processes (desirable)