Associate Customer Experience Specialist (UK)

We are seeking an Associate Customer Experience Specialist in the UK. This is a remote work from home position, and the individual is required to reside and be authorized to work in the UK.

At First Advantage, people are at the heart of everything we do. Operating with empathy and compassion, First Advantage fosters a global inclusive workforce devoted to the diverse voices that make up our talent and products. Our team members empower each other to be their authentic selves and treat all with respect, integrity, and fairness.

Say hello to a rewarding career and come join a leading provider of mission-critical background screening solutions to some of the most recognized Fortune 100 and Global 500 brands.

What You’ll Do:

• Deliver high-quality service to our clients and their candidates across various communication channels including voice, chat, and email.
• Manage multiple business applications, handle customer inquiries, and resolve issues efficiently and professionally.
• Provide timely solutions with an empathetic approach.
• Log into multiple business applications promptly and remain available during scheduled work hours, except during scheduled breaks.
• Respond to incoming customer contacts via chat, voice, email, and new communication channels as they are introduced.
• Determine the purpose of each contact through targeted questions, as no scripts are used.
• Resolve customer issues quickly and accurately by utilizing information within various business applications.
• Conduct all interactions with professionalism, maintaining a calm, polite, and empathetic tone.
• Manage and de-escalate customer frustrations effectively.
• Document all interactions in company systems promptly and accurately.
• Follow up with internal teams as needed by using email and case notes in the CRM.
• Participate in required training to enhance customer support and stay informed about system updates.
• Contribute to the company’s knowledge reference center by helping enhance resources for future cases.
• Manage your work pace and quality to meet performance goals.

What You Will Need to be Successful:

• Two years of experience in a customer-facing or knowledge delivery role preferred.
• Handle a high volume of customer contacts across various channels.
• Use multiple software applications and systems simultaneously with ease.
• Communicate professionally and empathetically, both verbally and in writing.
• Document all customer interactions accurately and follow procedures closely.
• Maintain a calm, empathetic, and solution-focused demeanor in all situations.
• Demonstrate strong time management by handling tasks and applications efficiently.
• Ensure attention to detail in all documentation to maintain accuracy and customer satisfaction.

Other requirements for Remote support:

• You must have a dedicated workspace that is free from distractions and ensures privacy.
• A minimum download speed of 120mbps and 10mbps upload is required.
• Computers must be hard wired to a router (we provide equipment).
• All remote employees must be on camera for all training sessions.

Why First Advantage is Your Next Big Career Move:

First Advantage is going through a technology transformation! We are looking for experts who are excited to work with advanced technologies and provide best-in-class user experiences.

Additional benefits offered to our eligible people include:

• Medical, Vision, Dental, Bike2Work Scheme, Employee Assistance Programme.
• Pension with employer contribution, Life Assurance and Financial and Legal Helpline.
• Holidays (PTO), Enhanced Maternity Leave, Sick Pay.
• Mentoring Programme, SOAR Programme (Manager development), and Annual Performance Reviews.

If you think this position and our company are a great fit for your areas of interest and expertise, tell us about you by applying now!

First Advantage is proud to be a global leader in removing barriers and supporting our community members to ensure the changing demographics of the workforce are reflected in our hiring and employment practices.