Customer Experience Specialist

Your mission

THE JOB 
This role plays an important part in the Customer Experience team in improving customer experience across all customer interactions, as well as driving process and operational efficiency. You will be responsible for handling our higher level and escalated customer complaints from a number of sources including the Communication Ombudsman, SLT escalations, Trustpilot and appealed complaints. With full accountability for improving performance against both qualitative and quantitative VOC metrics, you will take a supporting role on embedding a customer first culture across the business. 
 

Your profile

WHAT WILL YOU BE DOING?

• Proactively collaborate with stakeholders and operational managers providing support to aid them in meeting their performance objectives, whilst supporting improvements across process to deliver a best-in-class customer experience.
• Demonstrate critical thinking and challenge ways of working to promote new ways of working and processes.
• Build and manage effective relationships with stakeholders.
• Coordinate groups and support people working together.
• Identify and challenge processes and feed into continuous improvement.
• Production of and concern for detail and accuracy in all VOC reporting.

WHAT WILL YOU BRING?

• A track record of managing customer inte