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.
• 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.