2,793 Customer Satisfaction jobs in the United Kingdom
Customer Experience Executive
Stroud, South West
Freja Bone Broth
Posted today
Job Viewed
Job Description
Role: Customer Experience Executive Location: Remote first role (Stroud) Salary: £28k About Freja Freja is the UK’s leading bone broth brand — sitting between premium ingredients and functional food — with an ecommerce-first model. After four years of rapid growth and a recent investment round, we’re refreshing our brand and building a team to scale. We’re a small team with a flat structure and a “get things done” mentality. Everyone rolls up their sleeves and executes. About the Role We’re looking for an enthusiastic customer services professional to help make Freja a household name through exceptional customer experience . You’ll engage directly with customers, manage online touchpoints, and use insights to improve how people experience and talk about Freja. Key Responsibilities Customer Support & Service Handle customer enquiries and reviews across Website, Amazon and social with thoughtful, prompt responses Work with Ops on order queries and ensure positive resolutions Manage our customer inbox and be a bone broth evangelist to support on all product queries Acknowledge and reply to reviews, maintaining a high online rating Support on retailer, stockist or wholesale enquiries as needed Content & Reputation Keep FAQs, blog and recipe content clear and up to date Manage Trustpilot and monitor other forums for brand reputation Proactively check online listings for accuracy and consistency Support on frontline social comments and customer DMs Insights & Reporting Report on customer enquiries, reviews and recurring questions Share feedback themes with the wider team to help inform product, ops and marketing decisions About You 2 years’ experience in customer service or experience, ideally ecommerce or consumer brand. Skilled communicator with strong writing and people skills. Confident using helpdesk tools and social media. Genuinely interested in health food, nutrition, and Freja’s mission . Proactive, curious, and eager to grow with the company. Right to work and live in the UK . Benefits We are committed to continuous improvements to our team benefits and ways of working The opportunity to play a key role in a growing challenger brand. Competitive salary Remote-first role, 3-4 days per month in the office. Flexible working hours. 25 days holiday plus bank holidays. The tech you need to get the job done. Allocated budget and time off for personal and professional training and development. Plenty of bone broth!
This advertiser has chosen not to accept applicants from your region.
0
Customer Experience Executive
Manchester, North West
Vocational Training Hub
Posted today
Job Viewed
Job Description
NO AGENCIES Customer Experience Executive Job Type: Permanent - Office based, Manchester Salary: £35,000 performance Related Bonus About us We are a passionate, purpose-driven organisation specialising in upskilling and supporting those who work directly with vulnerable children and adults in the children looked after and care sectors. Our mission is to empower care professionals with the skills, confidence, and knowledge to provide the highest quality of care—ultimately transforming the lives of those they support. By joining us, you will not only make a tangible impact within our business but also help improve the lives of vulnerable individuals who rely on skilled, compassionate care. The Role We are seeking a proactive, professional, and detail-oriented individual to join our Customer Experience team as a Customer Experience Officer. In this role, you will act as the first point of contact for clients and learners, ensuring their journey with us is seamless, supportive, and of the highest standard. You will handle client and learner queries, provide tailored training proposals, and support both online and face-to-face training administration. You will also play a key role in delivering demonstrations via zoom, updating stakeholders on product and service developments, escalating issues and suggestions, and maintaining the accuracy of our data systems. Additionally, you will identify opportunities to cross-sell and up-sell relevant training services and products to clients, enhancing the overall customer experience and contributing to business growth. Strong communication skills, excellent phone etiquette, and a solutions-focused mindset are essential. Key Responsibilities: Client & Learner Support Respond promptly and professionally to client and learner issues via telephone, email & CRM tickets. Provide clear, accurate information on training, services, and updates during all calls. Resolve client or learner concerns and issues. Proposals & Demonstrations Prepare and deliver proposals tailored to client needs. Develop and present proposals for face-to-face training sessions. Conduct demonstrations to showcase our training services and solutions. Account Management Act as a consistent point of contact for allocated client accounts, ensuring regular engagement and support. Build and maintain strong, long-term relationships with clients to drive satisfaction, retention, and loyalty. Monitor client activity, renewal dates, and contract performance, ensuring all commitments are fulfilled. Identify opportunities to expand relationships through proactive communication, training insights, and solution recommendations. Collaborate with internal teams to ensure a seamless client experience and timely delivery of agreed services. Provide management with regular feedback and updates on client health, risks, and potential growth opportunities. Administration & Data Management Support the smooth administration of face-to-face training, including scheduling, documentation, and coordination. Maintain and cleanse databases to ensure accurate, up-to-date information. Record and escalate defects or suggestions from clients and learners to relevant teams. Communication, Sales & Escalation Ensure all communications are professional, courteous, and solution-focused. Keep stakeholders informed of updates during all interactions. Identify opportunities to cross-sell and up-sell additional training or services. Escalate issues, feedback, and ideas to management promptly and constructively. About You We’re looking for someone who: Proven experience in customer service, client relations, or learner support roles. Excellent listening, verbal, and written communication skills. Strong phone etiquette with the ability to build rapport quickly. Confident in delivering demonstrations and explaining proposals clearly. Highly organised, detail-oriented, and accurate in record-keeping. Ability to manage multiple tasks and priorities simultaneously. Proactive, solution-focused, and confident in escalating issues and suggestions. A collaborative team player with strong stakeholder engagement skills. Commercial awareness with experience in cross-selling or up-selling. Experienced and confident using CRM systems, email systems and live chat tools. Desirable Experience Background in training, education, or care sectors. Experience preparing and delivering proposals. Familiarity with CRM or LMS systems for managing client and learner interactions. Knowledge of regulatory and safeguarding requirements. What we offer Supportive Team: Join a mission-driven, collaborative workplace where compassion and excellence are core values. Meaningful Work: Play a vital role in supporting care professionals and enhancing learner and client experiences. Central Location: Work in a comfortable, accessible city-centre office. Competitive Package: £35,000 base salary, 33 days of paid holiday, plus Performance Related bonus. Growth Opportunities: The chance to grow your skills in sales, client engagement, and customer experience.
This advertiser has chosen not to accept applicants from your region.
1
Customer Experience Representative
High Wycombe, South East
ITW
Posted 10 days ago
Job Viewed
Job Description
**Job Description:**
Working closely with the other members of our service administration team you will be responsible for selling our after-sales products in a defined region. Ensuring our customers have a wonderful ownership experience.
**_Commercial_**
As part of the Customer support team for the UK, take primary responsibility for supporting and growing the business in a designated area by:
+ Seeking to recover lost business and penetrate competitor accounts.
+ Develop a relationship with each of your customers to understand their business and the industry within which they operate in order to position yourself as a trusted advisor and sell the appropriate service products within our range.
+ Renew all your contract customers by engaging in conversation to understand how their needs might have changed since prior year and seek to grow the contract year on year.
+ Engage with your customers under warranty early on in the cycle in order to better inform them of on-going support options and costs, working together within their budget cycle.
+ Grow the number of contracts in your territory by encouraging customers who normally operate under 'book and bill' to purchase a contract
+ Understand the financial position of UK service, work towards achieving the AOP targets and understand your own costs and how they can add value to both revenue and margin
+ Develop a solid understanding of Instron service's products
+ Take on the responsibility and assume the lead for specific projects and be prepared to present at the monthly catch-up's
+ Mentor the more junior or less experienced team members
+ Act as a backup for your administrative focused colleagues as and when required.
**_Administration (as and when required)_**
+ Process all first line customer contact, via telephone, email or other, and generate job requests and relay the information regarding customer service requirements efficiently and effectively to the Field Service Team to ensure the highest level of customer satisfaction. Where applicable to close and invoice the chargeable calls generated above.
+ Generate manual quotations for non-contract Service visits and to follow up offers in a timely fashion. Where practical offers should be converted to renewable contract options.
+ Set up all new Installations on the service system and generate the appropriate documentation for the service team.
+ Generate and review all contract renewals and ensure the renewal is completed on time.
+ Oversee the Extracare inbox
+ Responsible for the diversion of calls from the main Service number and ensuring that this line is always manned.
+ Complete the necessary paperwork relating but not limited to NDA's, accreditation etc. and involve legal expertise where required.
**_Key Competencies_**
+ **Customer oriented** : create and sustain a culture that puts a high priority on responsiveness to customer needs and that values a high degree of customer satisfaction.
+ **Commercially aware** : Become knowledgeable on all our products and have an understanding of the business requirements of our customers in order to be able to advise and sell our products to meet their needs.
+ **Customer Records Management** : Be able to effectively maintain a customer records management system
+ **Self-starter** : be pro-active and able to work with minimum supervision.
+ **Analytical and Challenging:** challenges both upwards and downwards and across peer groups to solve issues
+ **Problem Solver:** Take the lead on complex issues and negotiations.
+ **Relationship farmer and creator:** Effectively engages with customers with a focus on building long term partnerships and seeks out new opportunities and converts competitor accounts.
+ **Computer literate** : a good working knowledge of Microsoft Office
+ **Excellent Communicator** : be able to communicate to varying audience both through verbal and non-verbal means.
+ **Team player** : works well with others, contributes effectively and ensures team success.
+ **Organizational Agility** : be well organized, able to navigate the organization as required to get the job done.
+ **Prioritization** : be able to prioritize through the evaluation of open tasks and our customer needs.
**_Qualifications_**
+ Professional training/qualification is preferred.
+ 4 plus years of previous relevant aftersales experience.
Working closely with the other members of our service administration team you will be responsible for selling our after-sales products in a defined region. Ensuring our customers have a wonderful ownership experience.
**_Commercial_**
As part of the Customer support team for the UK, take primary responsibility for supporting and growing the business in a designated area by:
+ Seeking to recover lost business and penetrate competitor accounts.
+ Develop a relationship with each of your customers to understand their business and the industry within which they operate in order to position yourself as a trusted advisor and sell the appropriate service products within our range.
+ Renew all your contract customers by engaging in conversation to understand how their needs might have changed since prior year and seek to grow the contract year on year.
+ Engage with your customers under warranty early on in the cycle in order to better inform them of on-going support options and costs, working together within their budget cycle.
+ Grow the number of contracts in your territory by encouraging customers who normally operate under 'book and bill' to purchase a contract
+ Understand the financial position of UK service, work towards achieving the AOP targets and understand your own costs and how they can add value to both revenue and margin
+ Develop a solid understanding of Instron service's products
+ Take on the responsibility and assume the lead for specific projects and be prepared to present at the monthly catch-up's
+ Mentor the more junior or less experienced team members
+ Act as a backup for your administrative focused colleagues as and when required.
**_Administration (as and when required)_**
+ Process all first line customer contact, via telephone, email or other, and generate job requests and relay the information regarding customer service requirements efficiently and effectively to the Field Service Team to ensure the highest level of customer satisfaction. Where applicable to close and invoice the chargeable calls generated above.
+ Generate manual quotations for non-contract Service visits and to follow up offers in a timely fashion. Where practical offers should be converted to renewable contract options.
+ Set up all new Installations on the service system and generate the appropriate documentation for the service team.
+ Generate and review all contract renewals and ensure the renewal is completed on time.
+ Oversee the Extracare inbox
+ Responsible for the diversion of calls from the main Service number and ensuring that this line is always manned.
+ Complete the necessary paperwork relating but not limited to NDA's, accreditation etc. and involve legal expertise where required.
**_Key Competencies_**
+ **Customer oriented** : create and sustain a culture that puts a high priority on responsiveness to customer needs and that values a high degree of customer satisfaction.
+ **Commercially aware** : Become knowledgeable on all our products and have an understanding of the business requirements of our customers in order to be able to advise and sell our products to meet their needs.
+ **Customer Records Management** : Be able to effectively maintain a customer records management system
+ **Self-starter** : be pro-active and able to work with minimum supervision.
+ **Analytical and Challenging:** challenges both upwards and downwards and across peer groups to solve issues
+ **Problem Solver:** Take the lead on complex issues and negotiations.
+ **Relationship farmer and creator:** Effectively engages with customers with a focus on building long term partnerships and seeks out new opportunities and converts competitor accounts.
+ **Computer literate** : a good working knowledge of Microsoft Office
+ **Excellent Communicator** : be able to communicate to varying audience both through verbal and non-verbal means.
+ **Team player** : works well with others, contributes effectively and ensures team success.
+ **Organizational Agility** : be well organized, able to navigate the organization as required to get the job done.
+ **Prioritization** : be able to prioritize through the evaluation of open tasks and our customer needs.
**_Qualifications_**
+ Professional training/qualification is preferred.
+ 4 plus years of previous relevant aftersales experience.
This advertiser has chosen not to accept applicants from your region.
2
Customer Experience Executive
Vocational Training Hub
Posted 4 days ago
Job Viewed
Job Description
NO AGENCIES
Customer Experience Executive
Job Type: Permanent - Office based, Manchester
Salary: £35,000 + performance Related Bonus
About us
We are a passionate, purpose-driven organisation specialising in upskilling and supporting those who work directly with vulnerable children and adults in the children looked after and care sectors.
Our mission is to empower care professionals with the skills, confidence, and knowledge to provide the highest quality of care—ultimately transforming the lives of those they support. By joining us, you will not only make a tangible impact within our business but also help improve the lives of vulnerable individuals who rely on skilled, compassionate care.
The Role
We are seeking a proactive, professional, and detail-oriented individual to join our Customer Experience team as a Customer Experience Officer. In this role, you will act as the first point of contact for clients and learners, ensuring their journey with us is seamless, supportive, and of the highest standard.
You will handle client and learner queries, provide tailored training proposals, and support both online and face-to-face training administration. You will also play a key role in delivering demonstrations via zoom, updating stakeholders on product and service developments, escalating issues and suggestions, and maintaining the accuracy of our data systems.
Additionally, you will identify opportunities to cross-sell and up-sell relevant training services and products to clients, enhancing the overall customer experience and contributing to business growth.
Strong communication skills, excellent phone etiquette, and a solutions-focused mindset are essential.
Key Responsibilities:
Client & Learner Support
- Respond promptly and professionally to client and learner issues via telephone, email & CRM tickets.
- Provide clear, accurate information on training, services, and updates during all calls.
- Resolve client or learner concerns and issues.
Proposals & Demonstrations
- Prepare and deliver proposals tailored to client needs.
- Develop and present proposals for face-to-face training sessions.
- Conduct demonstrations to showcase our training services and solutions.
Account Management
- Act as a consistent point of contact for allocated client accounts, ensuring regular engagement and support.
- Build and maintain strong, long-term relationships with clients to drive satisfaction, retention, and loyalty.
- Monitor client activity, renewal dates, and contract performance, ensuring all commitments are fulfilled.
- Identify opportunities to expand relationships through proactive communication, training insights, and solution recommendations.
- Collaborate with internal teams to ensure a seamless client experience and timely delivery of agreed services.
- Provide management with regular feedback and updates on client health, risks, and potential growth opportunities.
Administration & Data Management
- Support the smooth administration of face-to-face training, including scheduling, documentation, and coordination.
- Maintain and cleanse databases to ensure accurate, up-to-date information.
- Record and escalate defects or suggestions from clients and learners to relevant teams.
Communication, Sales & Escalation
- Ensure all communications are professional, courteous, and solution-focused.
- Keep stakeholders informed of updates during all interactions.
- Identify opportunities to cross-sell and up-sell additional training or services.
- Escalate issues, feedback, and ideas to management promptly and constructively.
About You
We’re looking for someone who:
- Proven experience in customer service, client relations, or learner support roles.
- Excellent listening, verbal, and written communication skills.
- Strong phone etiquette with the ability to build rapport quickly.
- Confident in delivering demonstrations and explaining proposals clearly.
- Highly organised, detail-oriented, and accurate in record-keeping.
- Ability to manage multiple tasks and priorities simultaneously.
- Proactive, solution-focused, and confident in escalating issues and suggestions.
- A collaborative team player with strong stakeholder engagement skills.
- Commercial awareness with experience in cross-selling or up-selling.
- Experienced and confident using CRM systems, email systems and live chat tools.
Desirable Experience
- Background in training, education, or care sectors.
- Experience preparing and delivering proposals.
- Familiarity with CRM or LMS systems for managing client and learner interactions.
- Knowledge of regulatory and safeguarding requirements.
What we offer
- Supportive Team: Join a mission-driven, collaborative workplace where compassion and excellence are core values.
- Meaningful Work: Play a vital role in supporting care professionals and enhancing learner and client experiences.
- Central Location: Work in a comfortable, accessible city-centre office.
- Competitive Package: £35,000 base salary, 33 days of paid holiday, plus Performance Related bonus.
- Growth Opportunities: The chance to grow your skills in sales, client engagement, and customer experience.
This advertiser has chosen not to accept applicants from your region.
3
Customer Experience Executive
Stroud, South West
Freja Bone Broth
Posted 5 days ago
Job Viewed
Job Description
Role: Customer Experience Executive
Location: Remote first role (Stroud)
Salary: £28k
About Freja
Freja is the UK’s leading bone broth brand — sitting between premium ingredients and functional food — with an ecommerce-first model. After four years of rapid growth and a recent investment round, we’re refreshing our brand and building a team to scale.
We’re a small team with a flat structure and a “get things done” mentality. Everyone rolls up their sleeves and executes.
About the Role
We’re looking for an enthusiastic customer services professional to help make Freja a household name through exceptional customer experience .
You’ll engage directly with customers, manage online touchpoints, and use insights to improve how people experience and talk about Freja.
Key Responsibilities
Customer Support & Service
- Handle customer enquiries and reviews across Website, Amazon and social with thoughtful, prompt responses
- Work with Ops on order queries and ensure positive resolutions
- Manage our customer inbox and be a bone broth evangelist to support on all product queries
- Acknowledge and reply to reviews, maintaining a high online rating
- Support on retailer, stockist or wholesale enquiries as needed
Content & Reputation
- Keep FAQs, blog and recipe content clear and up to date
- Manage Trustpilot and monitor other forums for brand reputation
- Proactively check online listings for accuracy and consistency
- Support on frontline social comments and customer DMs
Insights & Reporting
- Report on customer enquiries, reviews and recurring questions
- Share feedback themes with the wider team to help inform product, ops and marketing decisions
About You
- 2+ years’ experience in customer service or experience, ideally ecommerce or consumer brand.
- Skilled communicator with strong writing and people skills.
- Confident using helpdesk tools and social media.
- Genuinely interested in health food, nutrition, and Freja’s mission .
- Proactive, curious, and eager to grow with the company.
- Right to work and live in the UK .
Benefits
We are committed to continuous improvements to our team benefits and ways of working
- The opportunity to play a key role in a growing challenger brand.
- Competitive salary
- Remote-first role, 3-4 days per month in the office.
- Flexible working hours.
- 25 days holiday plus bank holidays.
- The tech you need to get the job done.
- Allocated budget and time off for personal and professional training and development.
- Plenty of bone broth!
This advertiser has chosen not to accept applicants from your region.
4
Customer Experience Executive
Greater London, London
Galeta
Posted 7 days ago
Job Viewed
Job Description
About Us
Galeta Bakery, a fast-paced pioneer in premium bakery products across London and the UK. Known for quality, innovation, and a rich selection of artisanal goods. Our products are a staple in prestigious locations including the likes of Curzon, Tate, Selfridges and cutting-edge restaurants, cafes and coffee shops throughout the UK.
Role Overview
Join us as a Customer Experience Executive to leverage technology, cultivate key accounts, and deliver unparalleled customer service. This role is a blend of order management, cultivating customer relationships, business development and strategic account growth.
Responsibilities
- Efficient order processing and management.
- Nurture and expand key customer accounts.
- Lead communication efforts with accounts, ensuring clarity and responsiveness. Champion exceptional customer service standards.
- Meeting with customers – to help grow accounts.
- Being a key point of contact between manufacturing, dispatch, sales & finance to help optimise operational processes.
- Exhibit ambition with a readiness to embrace growth within the company.
Essential Skills
- Strong verbal and written communication skills.
- Tech-savvy, especially in sales and order processing systems.
- Strong academics from top university, minimum 2:1 degree.
- Attention to detail and a meticulous approach to tasks.
- Self-starter with a drive for continuous personal and professional growth.
Nice-to-Have Skills
- Experience in the bakery or food industry.
- Proven excellence in customer service.
- Willingness to explore and contribute to various company departments.
- SQL skills for data management and analysis.
- Commercial acumen to understand and drive business growth.
- Passion for premium bakery products.
Why Join Galeta?
- Impactful work in a growing company.
- A culture of innovation and excellence.
- Opportunities for advancement and professional development.
- Engage with high-quality, NPD and EPD of our well-loved products.
- Part of an environmentally driven company with strong sustainability manufacturing credentials.
Additional info
- 06.00am - 15.00pm or 08.30am- 17.30pm, office-based.
- 5 shifts a week Monday- Sunday organised through rota.
- 3 step recruitment process - screening call, face-to-face and final face-to-face with senior members of the team.
- Must have the right to work in the UK.
- Salary range- £30,000-£32,000 per year
Apply Now
Submit your CV and a cover letter detailing your suitability for the Customer Experience Executive role. We’re looking for someone passionate about all things food and drink who is looking to make a difference in the premium bakery sector.
This advertiser has chosen not to accept applicants from your region.
5
Customer Experience Manager
DE1 3BY Derby, East Midlands
£45000 Annually
WhatJobs
Posted today
Job Viewed
Job Description
Our client is looking for a strategic and customer-focused Customer Experience Manager to lead their efforts in enhancing customer satisfaction and loyalty. This is a fully remote position, allowing you to shape customer journeys and drive best practices from anywhere. You will be responsible for developing and implementing strategies that improve every touchpoint a customer has with the company, from initial contact through to ongoing support and retention. This involves analysing customer feedback, identifying pain points, and collaborating with various departments (sales, marketing, product, support) to implement impactful changes. The ideal candidate will have a deep understanding of customer journey mapping, CX metrics (NPS, CSAT), and best practices in customer service and engagement. You will be adept at using data to inform decisions, possess excellent communication and influencing skills, and be passionate about advocating for the customer. Your responsibilities will include managing customer feedback programs, developing training materials for front-line staff, and overseeing customer service initiatives. This role requires a proactive approach, strong leadership qualities, and the ability to drive change across an organisation in a remote setting. We are seeking an individual who is committed to delivering exceptional customer experiences and understands how to build long-term customer relationships.
Key Responsibilities:
Key Responsibilities:
- Develop and execute a comprehensive customer experience strategy.
- Map and analyse customer journeys to identify areas for improvement.
- Implement initiatives to enhance customer satisfaction, loyalty, and retention.
- Manage customer feedback collection and analysis systems (surveys, reviews, social media).
- Collaborate with cross-functional teams to ensure a consistent and positive customer experience.
- Develop and deliver training programs to customer-facing staff on CX best practices.
- Monitor and report on key customer experience metrics (NPS, CSAT, CES).
- Act as a champion for the customer within the organisation.
- Identify and implement new technologies and tools to improve customer engagement.
- Stay informed about industry trends and best practices in customer experience management.
- Bachelor's degree in Business, Marketing, Communications, or a related field.
- Minimum of 5 years of experience in customer experience, customer service management, or a related field.
- Proven experience in developing and implementing successful CX strategies.
- Strong understanding of customer journey mapping, voice of the customer programs, and CX metrics.
- Excellent analytical, problem-solving, and strategic thinking skills.
- Exceptional communication, presentation, and interpersonal skills.
- Proficiency in CX software and CRM systems.
- Experience managing remote teams or working effectively in a remote environment.
- Ability to influence stakeholders at all levels of the organisation.
- A passion for delivering outstanding customer service.
This advertiser has chosen not to accept applicants from your region.
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6
Customer Experience Specialist
BD1 1AA Bradford, Yorkshire and the Humber
£25000 Annually
WhatJobs
Posted today
Job Viewed
Job Description
Our client, a rapidly growing e-commerce company, is seeking a dedicated and empathetic Customer Experience Specialist to join their team in Bradford, West Yorkshire, UK . This role is vital in ensuring our customers receive outstanding support and have positive interactions with our brand. The Customer Experience Specialist will be the primary point of contact for customers, handling inquiries via phone, email, and live chat. Responsibilities include resolving customer issues efficiently and effectively, processing orders and returns, providing product information, and gathering customer feedback to identify areas for improvement. You will be expected to de-escalate challenging situations and offer solutions that maintain customer loyalty. A deep understanding of customer service principles and a commitment to exceeding customer expectations are essential. Excellent communication skills, both written and verbal, are required, along with strong listening skills and a patient, friendly demeanour. The ability to multitask, prioritise workload, and adapt to a fast-paced environment is crucial. Proficiency in CRM software and other customer support tools is a plus. This position offers a fantastic opportunity for an individual passionate about customer service to grow within a supportive and dynamic organisation. Previous experience in a customer-facing role is highly desirable. A proactive approach to problem-solving and a genuine desire to help customers are key attributes for success in this role.
This advertiser has chosen not to accept applicants from your region.
7
Customer Experience Manager
BN1 1YS East Sussex, South East
£45000 Annually
WhatJobs
Posted 1 day ago
Job Viewed
Job Description
Our client, a forward-thinking e-commerce business, is seeking a passionate and data-driven Customer Experience Manager to join their team, working entirely remotely from anywhere in the UK. This role is crucial in shaping and enhancing the overall customer journey, ensuring a consistently positive and memorable experience across all touchpoints. You will be responsible for developing and implementing customer experience strategies, analyzing customer feedback, identifying pain points, and driving initiatives to improve customer satisfaction, loyalty, and retention. Key responsibilities include mapping the customer journey, conducting user research, implementing CX technologies, collaborating with marketing, product, and support teams to align strategies, and measuring the impact of CX initiatives through relevant KPIs. A deep understanding of customer behaviour, digital marketing, CRM systems, and CX metrics is essential. The ideal candidate will possess strong analytical skills, a creative approach to problem-solving, and a proven ability to champion customer-centric initiatives within an organization. Excellent communication and stakeholder management skills are vital to effectively influence and collaborate across departments. You should be highly organized, self-motivated, and capable of working independently in a remote setting. This is an exceptional opportunity to take ownership of the customer experience strategy and drive significant improvements for a growing online brand.
Responsibilities:
Qualifications:
Responsibilities:
- Develop and execute a comprehensive customer experience strategy.
- Map and analyze the customer journey to identify areas for improvement.
- Collect and interpret customer feedback (surveys, reviews, support interactions).
- Collaborate with cross-functional teams to implement CX enhancements.
- Champion customer-centric initiatives throughout the organization.
- Define and track key CX metrics (e.g., NPS, CSAT, CES).
- Manage customer feedback platforms and tools.
- Stay current with CX best practices and emerging trends.
Qualifications:
- Bachelor's degree in Marketing, Business, or a related field.
- Proven experience in Customer Experience (CX) management or a similar role.
- Strong understanding of customer journey mapping and user research methodologies.
- Proficiency with CX software and analytics tools.
- Excellent analytical, problem-solving, and communication skills.
- Demonstrated ability to influence stakeholders and drive change.
- Experience in an e-commerce or digital business environment is preferred.
This advertiser has chosen not to accept applicants from your region.
8
Customer Experience Specialist
LE1 5AB Leicester, East Midlands
£25000 Annually
WhatJobs
Posted 2 days ago
Job Viewed
Job Description
Our client is looking for an exceptional Customer Experience Specialist to join their vibrant team based in **Leicester, Leicestershire, UK**. This role is pivotal in ensuring our customers receive outstanding support and service at every touchpoint. You will be the first point of contact for a wide range of customer inquiries, providing timely, accurate, and empathetic assistance across multiple channels.
Key Responsibilities:
Key Responsibilities:
- Handle inbound customer calls, emails, and live chat inquiries with professionalism and efficiency.
- Troubleshoot and resolve customer issues, escalating complex problems to the appropriate departments when necessary.
- Provide detailed information about products and services, guiding customers towards the best solutions for their needs.
- Document all customer interactions accurately in the CRM system, maintaining a comprehensive record of inquiries and resolutions.
- Identify opportunities to improve the customer experience by providing feedback to management and participating in team discussions.
- Proactively engage with customers to build rapport and foster loyalty.
- Stay up-to-date with product knowledge and company policies to ensure accurate information delivery.
- Assist with customer onboarding processes and follow-up post-service to ensure satisfaction.
- Collaborate with sales and technical support teams to ensure a seamless customer journey.
- Contribute to building a positive and supportive team environment.
- Participate in training sessions to enhance product knowledge and customer service skills.
- Previous experience in a customer service, helpdesk, or similar client-facing role.
- Excellent communication skills, both written and verbal, with the ability to articulate complex information clearly.
- Strong problem-solving abilities and a knack for de-escalating challenging situations.
- Proficiency in using CRM software and other customer support tools.
- A patient, empathetic, and customer-centric approach.
- Ability to multitask and manage time effectively in a fast-paced environment.
- A team player with a positive attitude and strong work ethic.
- High school diploma or equivalent; further education or certifications in customer service are a plus.
- Familiarity with (Industry-specific knowledge, e.g., retail, tech, finance) is advantageous.
This advertiser has chosen not to accept applicants from your region.
9