Customer experience specialist

Customer Experience Specialist


We are currently recruiting for a Customer Experience Specialist to join a busy, customer-focused contact centre team based in Durham. This is an office-based role offering flexible working patterns.



The Role


You'll be responsible for handling inbound customer enquiries, resolving issues at first point of contact, and delivering a consistently high level of customer service. You'll work in a fast-paced environment, using multiple systems while ensuring all interactions meet quality, compliance, and regulatory standards.



Key Responsibilities

* Handle customer queries efficiently and professionally
* Provide accurate information and resolve issues first time
* Update customer records using internal systems
* Follow set processes, quality standards, and compliance requirements
* Work collaboratively as part of a supportive team
* Engage in training, coaching, and continuous improvement activities


Skills & Experience Required

1. Previous customer service or contact centre experience preferred
2. Strong communication and listening skills
3. Confident using computers and multiple systems
4. Customer-focused with a positive and professional approach
5. Ability to work flexibly, including some