Senior Customer
Service Specialist

We’re now looking for a Senior Customer Experience Specialist to join our team and place customer experience at the heart of everything we do to make our success inevitable.

Job Title:  Senior Customer Service Specialist

Location: Telford – Midlands
Salary
: £21,000 to £22,000 circa
Reporting to: Customer Experience Manager


Introduction

You may not have heard of our name, but you soon will…

A rare and exciting opportunity has arisen to join a progressive forward-looking business with vision, growth mindset, significant YoY customer growth, expanding product portfolio and strong financial backing from one of the largest VC’s in Europe.

The business plan is to become a major player and disrupter in the UK Telco UCaaS sector, with a 20-year history it’s more than ready to take that next step having been acquired by a major European VC group.

We’re now looking for a Senior Customer Experience Specialist to join our team and place customer experience at the heart of everything we do to make our success inevitable.

The Role

We’re looking for a superstar with a strong leadership background to ensure exceptional customer service is provided to our customers’ evolving journey. You would be helping lead and motivate the customer service team to achieve optimum performance. You will deliver effective leadership and motivation, whilst managing KPI’s, call performance and customer support always safeguarding the businesses brand and reputation.

Key Responsibilities    

  • Ensure all customers get the best experience by coaching and managing employees with effective SLA’s
  • Ensure company goals and objectives are being met by each employee by coaching and supporting them and developing a high performing team culture
  • Actively seek to resolve any concerns while adhering to the company policy standard or behaviour
  • Identify any skills gaps in the department and undertake a training programme to support this
  • Define and implement skills-based workstream routine to ensure daily/weekly targets are achieved
  • Develop key processes- standard operating procedures
  • Act as a liaison to senior management to keep them up to date with customer service matters, along with reporting KPI’s to management weekly
  • General support with de–escalation as and when required

Who we’re looking for

  • A warm, positive, confident professional, adaptable to change and evolving requirements
  • Proven high performance levels
  • Extensive experience in complaint management/resolutions
  • A team player, who engages with the relevant colleagues and departments necessary to enhance the customer experience
  • Knowledge of performance evaluation and customer service metrics
  • Highly literate with excellent written, oral communication and interpersonal skills
  • 2 years working in a corporate environment (business to business).

What’s in it for me?

  • Be part of something special
  • Expanding business with ambitious growth plans
  • 23 days’ holiday (more for long service)
  • Pension & healthcare scheme and life cover
  • Perkbox – access to over 250 discounts
  • Strong social ethos
  • Accredited Investors in People organisation

Interested?

If so, Apply today

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Enreach UK Ltd, Communications House, Hadley Park, Telford TF1 6QJ
Call us: 0800 097 6543 Email: enquiries.uk@enreach.com


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