Job Description Location: Solihull, Birstall, Manchester, Sevenoaks Contract Type: Permanent, Full Time The team of Customer Experience Specialists plays a vital role in our business as the first point of contact for our customers. This position is essential in ensuring that customers receive exceptional support and service. As a Customer Experience Specialist, you will be responsible for answering queries, resolving issues, and providing administrative support to promote a high-quality service. Building strong internal relationships across the Group is crucial to your success in this role. We are looking for an ambitious, customer-centric individual to join our team. Key Responsibilities: First Point of Contact: Deliver a warm and professional welcome to all customers through incoming support calls. Customer Rapport: Build strong relationships with callers to ensure a positive experience and provide world-class customer service. Ticket Management: Accurately log support tickets using our in-house CRM system, capturing detailed information for efficient issue resolution. Ownership of Queries: Take ownership of customer queries, ensuring timely responses and resolutions within agreed service levels. Collaboration: Work closely with colleagues and third-party partners to progress support tickets, keeping customers informed via phone or CRM updates. Record Maintenance: Maintain accurate and up-to-date records for all customer accounts to support seamless service delivery. Call Direction: Redirect calls to appropriate departments, ensuring customers connect with the right teams quickly and effectively. The Ideal Candidate Will Have: Customer Service Experience: Proven track record in a customer-facing role, preferably in a call center environment. Communication Skills: Experience liaising with customers over the phone and via email. IT Proficiency: Strong IT skills with proficiency in Microsoft Office applications. Organisational Skills: Ability to stay organized and manage multiple tasks effectively. Problem-Solving Ability: Comfortable resolving issues and influencing customers and colleagues. Telecommunications Background: Previous experience in telecommunications is an advantage.