Job Title: Client Experience Specialist
Location: Hybrid, 3 days in office in Wrexham
Remuneration: £27,000 to £31,000 DOE
Contract Details: Permanent
Responsibilities:
- Become the go-to expert on our client’s journey, understanding the clients organisation’s history, methodology, systems, and products to provide top-notch support.
- Guide clients in leveraging our products and services, ensuring they receive clear, proactive support through both verbal and written communication.
- Collect and relay client feedback to relevant teams to drive improvements, reduce churn, and boost product adoption.
- Create and maintain high-quality educational resources and evergreen content to facilitate seamless product adoption and ongoing client engagement.
- Deliver engaging digital demonstrations and contribute to automating product walkthroughs to enhance usability.
- Resolve client queries efficiently via the Help Centre, case management, phone, or video calls, adopting a solution-focused approach.
- Identify client needs proactively and introduce relevant product features and services to enhance their experience and drive value.
- Maintain consistent communication with clients and collaborate with internal teams for timely issue resolution and continuous service improvement.
- Conduct regular check-ins with client accounts, identify upselling opportunities, and strengthen long-term relationships.
- Recognise growth opportunities within the client base, working closely with the Client Outcomes team to foster community growth.
- Stay updated on industry trends to provide clients with valuable guidance that supports their success.
- Ensure all client data is handled with the utmost confidentiality and compliance.
Skills / Traits:
- Self-motivated and organised, thriving in a fast-paced environment.
- Warm, confident communicator with a knack for building strong client relationships.
- Influential and adept at demonstrating products digitally to drive engagement and adoption.
- Strong market awareness and understanding of customer behaviours.
- Collaborative team player with a passion for problem-solving.
- Technologically savvy, proficient in Microsoft Suite, including Excel and PowerPoint.
- Commercially aware, skilled at identifying client needs and providing tailored solutions.
Benefits:
- Annual leave of 25–30 days based on length of service.
- Sports and fitness allowance.
- Private Health Insurance after 3 months.
- Pension scheme after 3 months (5% company contribution and 5% employee contribution).
- Life insurance (4 times salary) after 3 months.
- Flexi-time working arrangements.
- Free car parking and complimentary lunches.
Join us in making a difference! If you are passionate about creating exceptional client experiences and are ready to take on a rewarding challenge, we want to hear from you!
Apply now to become our next Client Experience Specialist!