Customer Experience Operator

Job Title - Customer Experience Operator

Job Summary

• We are seeking a proactive and customer-focused Customer Experience Operator to join our Customer Experience Team. This role is responsible for managing customer feedback, concerns, and service-related queries, ensuring every customer interaction is handled professionally, empathetically, and efficiently.
• The successful candidate will act as a central point of contact between customers and internal departments, gathering information, coordinating investigations, and providing timely updates to customers throughout their journey. The role plays a vital part in understanding customer experiences and helping drive continuous improvement across the business.
• Pay Rate: £13.45 p/h
• Shift Pattern: Monday-Friday, 9am-5pm
• What is in it for you?
• A friendly and supportive team
• Training, career development & progression
• Overtime opportunities
• A great selection of benefits incl. access to on-line GP services, share options and discounts across thousands of retailers.
• Free on-site parking

Main Duties -

Customer Experience Management

• Receive and manage customer feedback, concerns, and service-related queries through various communication channels.
• Conduct initial triage of customer concerns to establish the nature of the issue and identify required actions.
• Log all customer interactions and relevant information onto internal systems.
• Ensure customer cases are assigned to the appropriate department for review or investigation.

Customer Communication

• Act as a professional and empathetic point of contact for customers.
• Provide regular updates to customers regarding the progress of their case.
• Handle inbound and outbound calls relating to customer feedback, concerns, and service experiences.
• Respond to emails and correspondence within agreed service levels.
• Manage customer expectations through clear and effective communication.

Internal Stakeholder Coordination

• Liaise with operational teams, service delivery departments, engineers, helpdesk teams, account managers, and management to obtain necessary information.
• Chase outstanding responses and updates to ensure customer cases progress in a timely manner.
• Escalate urgent or high-risk cases where appropriate.
• Maintain strong working relationships across all departments to facilitate effective resolution of customer concerns.

Reporting & Administration

• Maintain accurate records and documentation on company systems.
• Track open customer cases and ensure timely follow-up actions are completed.

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