Role SummaryThe Customer Relationship Specialist will be responsible for serving customers with excellent communication skills through multiple contact channels such as email, voice, and messaging.They can evaluate previous interactions to identify the root cause of contact and understand where corrective actions are outstanding working to resolve customer contact.They naturally support and coach peers within the team to create an inclusive collaborative team culture both internally and externally with outsourced agents.Alongside serving customers they will review our customer experience delivery, analysing contact theme, and sentiment analysis, using critical thinking skills to understand the inner workings of the customer journey, challenge the why and how of service delivery to drive customer-centric improvements.They will be responsible for the creation and maintenance of help center content to ensure our customers have a seamless self serve experience.They will make data-driven decisions to suggest product changes and work collaboratively within the business to shape those ideas and then support the customer team project delivery.Key ResponsibilitiesPrimary duties will include but are not limited to:record and resolve customer contact through various contact channels against service delivery and key performance metrics.escalated contacts and raise service desk investigations wherever the business process needs correction to ensure the customer has a seamless experience.analysing customer data – to look for crucial trends in topics and identify issues within the customer journey.in the analysis and monthly statistics regarding the numbers of contacts, themes, and sentiment.Help Centre content using data from various platforms/channels to ensure they are aimed at the correct target audience and have the desired effect of reduced contact and effort.Key Skills, Knowledge & ExperienceTo be considered for the role you must be self-confident and resilient, with the following key skills and experiences are essential:Excellent interpersonal skills and a team player.Competent IT skills with experience in the use of Microsoft Office packages, most notably Excel, Word, and PowerPointArticulate with a good grasp of English grammar and able to communicate effectively and negotiate at all levels.The ability to work on own initiative and work under pressure, effective decision making, and good time management skills.A confident and positive attitude with high resilienceCalm professional approach at all timesorganised, adaptable and self-motivatedcritical thinker with excellent problem-solving skillsKPIsHandle TimeContact resolutionAssuranceSatisfactionDeflectionImprovement