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.

Produce reports and summaries using Microsoft Excel and other business tools.

Identify common themes and trends from customer feedback to support service improvement initiatives.

Support management with customer experience reporting and analysis.

Essential

Excellent verbal and written communication skills.

Strong customer service and interpersonal skills.

Ability to remain professional and calm when dealing with challenging situations.

Strong organisational and time management skills.

High level of attention to detail.

Confident using Microsoft Office, including:

Excel

Word

Outlook

Ability to learn and navigate multiple business systems.

Experience maintaining accurate records and updating databases.

Other

Applicants must have a 5-year checkable history.

You must successfully pass a PSNI check as per BS5979 and BS7858 screening as per industry standard.

Please note: We do not accept applications from anyone who has been unsuccessful at interview for the same grade role in the past 6 months.

We will consider flexible working requests from day one of employment.