Customer Experience Specialist – Guildford (Permanent, Full Time, Customer Service)

The Opportunity

We are currently recruiting for a Customer Experience Specialist based in Guildford, Surrey. This is a full-time, permanent position within an established and professional organisation.

This is an excellent opportunity for an experienced customer service professional who enjoys building relationships, resolving queries and delivering a consistently high standard of service. Acting as a central point of contact for customers, you will manage enquiries across both telephone and email while taking ownership of queries through to resolution.

The role offers plenty of variety, combining inbound and outbound customer communication with administration, customer portal management and collaboration with different internal departments. It would suit someone who is organised, confident on the telephone and genuinely enjoys finding solutions for customers.

Key Responsibilities

• Act as a central point of contact for customers, taking ownership of their needs and delivering an excellent customer experience
• Handle inbound customer calls professionally and efficiently
• Make outbound calls to customers where required
• Respond promptly and professionally to customer service emails
• Provide accurate information and assistance relating to customer contracts
• Take ownership of customer queries and work towards first-contact resolution wherever possible
• Investigate queries and provide appropriate solutions
• Liaise with internal departments to successfully resolve customer requests
• Route enquiries to the appropriate department when they fall outside the scope of the role
• Complete straightforward administrative tasks accurately and efficiently
• Manage and maintain the customer portal
• Escalate more complex customer issues to the appropriate department or management team
• Provide feedback to management regarding recurring customer issues, concerns and trends
• Maintain high standards of customer service across all communications

Requirements

• Previous experience delivering customer service or customer support by telephone
• Experience handling inbound customer enquiries
• Confident communicating with customers over the phone and by email
• Ability to build rapport quickly and professionally
• Strong focus on delivering excellent customer service
• Ability to take ownership of customer queries through to resolution
• Excellent written and verbal communication skills
• Strong organisational skills
• Ability to manage multiple responsibilities accurately and efficiently
• Good problem-solving ability and attention to detail
• IT literate with good knowledge of Microsoft Office
• Basic knowledge or experience of the financial sector would be advantageous

Skills and Qualities

• Customer-focused approach
• Confident and professional telephone manner
• Excellent communication skills
• Strong relationship-building ability
• Positive and solutions-focused attitude
• Excellent organisational skills
• High attention to detail
• Proactive approach to problem solving
• Ability to prioritise multiple customer enquiries
• Calm and professional when dealing with challenging queries
• Strong sense of ownership and accountability
• Collaborative approach when working with other departments

What’s On Offer

• Full-time permanent position
• Office-based role in Guildford
• Opportunity to join an established and professional organisation
• Varied customer service and administration role
• Regular interaction with customers across telephone and email
• Opportunity to work collaboratively with multiple internal departments
• Professional and supportive team environment
• Opportunity to develop experience within a specialist commercial environment

How to Apply

This role is being recruited by Halmer Group on behalf of our client. To be considered, please submit your CV along with a brief covering note outlining your experience, qualifications and suitability for this position. All applications will be treated in strict confidence.