Job Details: Customer Experience Specialist
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Full details of the job.
Vacancy Name: Customer Experience Specialist
Requisition No: VN3927
Time Type: Full Time
Location: Remote - Thames Ditton
Country: United Kingdom
Job Description:
Join a community that is shaping the future of work! SHL, People Science. People Answers.
Do you have a natural flair for and interest in Customer Service and would like to develop your career in this field? At SHL, we are passionate about people. We are continually innovating to provide award-winning solutions for our customers. This is a fantastic opportunity to join the Customer Experience team situated in our Global Customer Service Centre (GCSC), the heart of SHL's international and dynamic culture.
This UK-based role supports our US customer base and involves a shift pattern (Weekdays - 09:45am - 6pm / 12:45pm – 9pm / 3:45pm – 12am on a rotational basis).
We offer a great benefits package in a culture that values career development, ongoing guidance from managers and team leads, collaboration, flexibility, diversity, and inclusivity. There is significant investment in SHL, making now a great time to join us.
This is a permanent contract, fully remote, with a requirement to be office-based 1 day a week during training. Candidates should reside within a reasonable commute to our UK head office in Surrey.
Responsibilities include:
* Working in our busy Customer Service team and being a main point of contact for customers regarding SHL products and services.
* Answering inquiries via telephone, email, web, fax, or post, adhering to Service Level Agreements, aiming for first-time resolution.
* Maximizing all sales opportunities within the GCSC.
* Handling accounts of small and medium enterprises (SMEs) - Transactional accounts.
* Representing company values: Customer First and Solution Focused, taking ownership proactively.
* Providing support for SHL’s IT products, including 'Off the Shelf' and 'Internet-Based' solutions.
* Identifying potential revenue streams and providing feedback for process improvements.
Candidate requirements:
Essential:
* Strong IT skills
* Excellent communication skills, both written and oral
* Effective time management and ability to meet deadlines
* Ability to work under pressure and deliver results
* Strong organizational skills
* Experience in building relationships across functions
Desirable:
* Experience in a contact centre environment
* Degree qualification preferred
The candidate must have the right to work in the UK.
Get in touch:
Apply now to explore how this opportunity can help achieve your career goals. Closing date: 12th September 2025.
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About Us:
We unlock business possibilities through people, science, and technology. With over 40 years in the industry, SHL leads with innovative products and ground-breaking science, transforming workplaces globally. More at shl.com.
What SHL offers:
* An inclusive culture
* A fun, flexible workplace
* Comprehensive employee benefits
* Support, coaching, and development opportunities
* The chance to make a global impact
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