45,734 Customer Experience Specialist jobs in the United Kingdom

• Analyze customer feedback from various channels (surveys, reviews, social media, direct interactions) to identify trends and insights.
• Develop and implement strategies to improve customer satisfaction, retention, and loyalty.
• Map and optimize customer journeys, identifying pain points and opportunities for enhancement.
• Collaborate with cross-functional teams (Marketing, Sales, Product Development, Support) to ensure a consistent and positive customer experience.
• Design and manage customer feedback mechanisms and reporting.
• Champion customer-centric initiatives across the organization.
• Train and mentor junior members of the customer experience team.
• Prepare detailed reports and presentations on CX performance and recommendations for senior management.
• Stay abreast of the latest trends and best practices in Customer Experience Management.
• Contribute to the development of customer service standards and guidelines.
• Assist in resolving complex customer issues that impact the overall experience.

• Proven experience in a Customer Experience, Customer Service Management, or related role, with at least 3 years in a senior capacity.
• Strong analytical skills with the ability to interpret complex data and derive actionable insights.
• Excellent understanding of customer journey mapping, user research, and feedback analysis tools.
• Exceptional communication, presentation, and interpersonal skills.
• Proficiency in CRM systems and CX management platforms.
• A proactive and results-oriented approach to problem-solving.
• Ability to work effectively in a collaborative, team-oriented environment.
• Bachelor's degree in Marketing, Business Administration, Communications, or a related field is preferred.
• Experience in the (Specific Industry related to the company) sector is a plus.
• This role requires a hybrid working arrangement, involving a mix of remote work and in-office presence at our Brighton, East Sussex, UK location for team collaboration and strategic meetings.

• Lead and mentor a team of customer service representatives, providing guidance and support.
• Develop and implement strategies to enhance the overall customer experience.
• Analyze customer feedback, satisfaction surveys, and other data to identify areas for improvement.
• Design and refine customer service processes and workflows.
• Manage customer inquiries, complaints, and escalations effectively and efficiently.
• Develop and deliver training programs for the customer service team.
• Collaborate with product, sales, and marketing teams to ensure a cohesive customer journey.
• Establish and track key performance indicators (KPIs) for customer service effectiveness.
• Act as a primary point of contact for complex customer issues.
• Champion a customer-centric culture throughout the organization.

• Bachelor's degree in Business Administration, Communications, or a related field, or equivalent practical experience.
• Minimum of 6 years of experience in customer service or customer experience management, with at least 2 years in a supervisory or leadership role.
• Proven ability to lead and develop a customer service team.
• Deep understanding of customer service best practices and CX methodologies.
• Excellent problem-solving, conflict resolution, and decision-making skills.
• Strong analytical skills with the ability to interpret data and derive actionable insights.
• Exceptional written and verbal communication and interpersonal skills.
• Proficiency in CRM software and customer support platforms.
• Ability to work independently and manage workload effectively in a remote setting.

• Lead, mentor, and motivate a team of customer service representatives to achieve high performance and exceptional customer satisfaction.
• Develop and implement comprehensive customer service policies, procedures, and quality standards.
• Monitor customer interactions across various channels (phone, email, chat, social media) to ensure adherence to service level agreements and quality benchmarks.
• Identify trends in customer inquiries and feedback to pinpoint areas for service improvement and product enhancement.
• Handle escalated customer complaints and complex issues with empathy, professionalism, and a focus on resolution.
• Train new hires and conduct ongoing training for the existing team on product knowledge, service protocols, and communication skills.
• Collaborate with other departments, such as Sales and Product Development, to ensure a cohesive customer journey.
• Manage workforce scheduling and performance metrics to ensure optimal team coverage and efficiency.
• Contribute to the selection and implementation of customer service technologies and tools.
• Prepare regular reports on team performance, customer satisfaction metrics, and key service trends for management review.
• Act as a brand ambassador, embodying the company's values and commitment to customer satisfaction in every interaction.
• Champion a customer-centric culture throughout the organization.

• A minimum of 5 years of experience in a customer service role, with at least 2 years in a supervisory or lead capacity.
• Proven experience in developing and implementing customer service strategies and best practices.
• Excellent understanding of customer support software and CRM systems.
• Strong leadership, coaching, and team-building skills.
• Exceptional communication, interpersonal, and problem-solving abilities.
• Ability to remain calm and professional under pressure and manage difficult customer situations effectively.
• Proficiency in data analysis and reporting on customer service metrics.
• A passion for delivering outstanding customer experiences.
• Familiarity with e-commerce or retail customer service environments is a plus.
• Bachelor's degree in a relevant field or equivalent work experience.

• Handle complex customer inquiries and issues via multiple channels (phone, email, chat) with professionalism and efficiency.
• Provide empathetic and personalized support, going above and beyond to ensure customer satisfaction.
• Investigate and resolve customer complaints, identifying root causes and implementing solutions.
• Escalate unresolved issues to appropriate departments, ensuring timely follow-up and resolution.
• Analyze customer feedback and support trends to identify areas for service improvement and product enhancement.
• Develop and update knowledge base articles, FAQs, and training materials for customer support.
• Mentor and guide junior customer service representatives, sharing best practices and providing constructive feedback.
• Assist in training new team members on company policies, procedures, and support tools.
• Contribute to the development and implementation of new customer service initiatives.
• Maintain accurate and detailed records of customer interactions and resolutions in the CRM system.

• Proven experience in a customer service or customer support role, with at least 2 years in a senior capacity.
• Excellent communication, listening, and interpersonal skills.
• Strong problem-solving and conflict-resolution abilities.
• Proficiency in using CRM software and helpdesk ticketing systems.
• Ability to multitask and manage time effectively in a fast-paced environment.
• Adept at de-escalating tense situations and turning negative experiences into positive ones.
• Experience in mentoring or leading a team is a plus.
• Familiarity with e-commerce platforms is advantageous.
• A commitment to delivering a superior customer experience.

• Handle high-volume inbound and outbound customer communications via phone, email, and chat.
• Address and resolve complex customer complaints and escalations with empathy and professionalism.
• Provide in-depth product and service information, troubleshooting technical issues, and guiding customers through solutions.
• Train and mentor junior customer service representatives, sharing best practices and fostering a positive team environment.
• Analyze customer feedback and identify trends to recommend service improvements.
• Develop and update knowledge base articles and customer support documentation.
• Collaborate with other departments to resolve customer issues and improve cross-functional processes.
• Monitor customer service performance metrics and contribute to achieving team goals.
• Proactively identify opportunities to enhance the customer experience and company reputation.
• Maintain accurate and detailed records of customer interactions and resolutions in the CRM system.

• Proven experience as a Customer Service Representative or in a similar customer-facing role, with at least 2 years in a senior or lead capacity.
• Excellent verbal and written communication skills, with a patient and understanding demeanor.
• Strong problem-solving abilities and the capacity to de-escalate difficult situations.
• Proficiency in using customer relationship management (CRM) software and ticketing systems.
• Ability to work effectively in a fast-paced environment and manage multiple priorities.
• Experience in training or mentoring team members is a significant advantage.
• A passion for delivering outstanding customer service and a customer-centric mindset.
• Knowledge of (Industry-specific product/service) is a plus.
• Adaptability and willingness to learn new products and processes.
• Ability to work collaboratively within a team and across departments.

WHJS1_UKTJ

• Respond promptly and professionally to all guest inquiries via email, phone, and live chat, providing accurate information about services, bookings, and general queries.
• Handle guest complaints and feedback with empathy and efficiency, aiming for first-contact resolution and escalating complex issues to the appropriate department when necessary.
• Proactively engage with guests to anticipate needs and offer personalized recommendations or solutions to enhance their stay or experience.
• Assist with booking modifications, cancellations, and special requests, ensuring all changes are accurately reflected in the reservation system.
• Develop and maintain a comprehensive knowledge base of the client's offerings, policies, and procedures to provide informed support.
• Contribute to the development of FAQs and customer support documentation to improve self-service options.
• Gather and analyze customer feedback to identify trends and areas for improvement in service delivery.
• Collaborate with other departments, such as operations and sales, to ensure a cohesive guest experience.
• Maintain a high level of professionalism and a positive attitude in all customer interactions.
• Adhere to all company policies and procedures, including data privacy and security protocols.

• Proven experience in customer service, preferably within the hospitality, travel, or tourism sector.
• Exceptional communication skills, both written and verbal, with a talent for building rapport with diverse clientele.
• Strong problem-solving abilities and the capacity to remain calm and effective under pressure.
• Proficiency in using customer relationship management (CRM) software and online booking platforms.
• Excellent organizational skills and the ability to manage multiple tasks simultaneously in a fast-paced, remote environment.
• A dedicated home office setup with reliable high-speed internet access is required.
• Ability to work independently and as part of a distributed team.
• A passion for delivering outstanding service and a genuine desire to help people.
• Flexibility to work various shifts, including evenings, weekends, and public holidays, as operational needs dictate.