At a Glance
- Tasks: Provide top-notch support to customers, resolving queries and ensuring satisfaction.
- Company: Join a dynamic team at Xero, a leader in accounting software.
- Benefits: Flexible working hours, evening pay supplement, and opportunities for growth.
- Other info: Work collaboratively in a supportive environment with a global impact.
- Why this job: Be a brand ambassador and make a real difference in customer experiences.
- Qualifications: Experience in customer service, strong problem-solving skills, and excellent communication.
The predicted salary is between 30000 - 40000 £ per year.
The role & impact
As a CX Specialist, you will be a passionate Xero brand ambassador, responsible for providing timely, high-quality support and guidance to customers of all levels, from beginners to experts. This includes providing support for accounting and bookkeeping queries. You will make an impact by demonstrating empathy, actively listening, and delivering consistently high customer satisfaction across all contact channels. The work requires resilience and adaptability. You will manage customer inquiries through to resolution, accurately recording case details in the case management system (e.g., Salesforce), and escalating unresolved issues appropriately while keeping customers informed. Success is measured by achieving quality and productivity targets and ensuring best-in-class customer experiences.
The team & how they connect
The Customer Experience (CX) team works collaboratively to provide proactive and reactive support to a diverse range of Xero users globally, including small business owners, bookkeepers, and accountants. They are dedicated to delighting customers and demonstrating the value Xero brings to their businesses, working 24/7 across various channels. The team is currently working on:
- Providing high-quality support across all channels, such as phone, email, and chat.
- Proactively engaging with customers to help them maximise the benefits of Xero.
- Making proactive and reactive outbound calls to manage and resolve customer inquiries.
- Staying up-to-date with Xero product changes, training, and accurately recording case details.
Where and how you can work
We are looking to add Customer Experience Specialists to our team who will work one of the following schedules:
- Tuesday through Saturday, 11:30AM - 8PM
- Sunday through Thursday, 11:30AM - 8PM
Please note that the anticipated start date will be in 10 August 2026. There will also be an evening pay supplement for shifts ending at 8:00 PM.
Here are some of the things we are looking for, for this role:
- You bring prior experience in a service environment, having demonstrated the ability to meet service levels and quality targets.
- You possess proven problem-solving and resolution skills, showing commitment to following through and resolving customer problems.
- You can communicate clearly and concisely, both written and verbally.
- You will have comfort and confidence in making proactive and reactive outbound calls.
- You demonstrate initiative, self-management skills, and flexibility, embracing challenges and adapting quickly to change.
- You are a proven team player with a willingness to assist and collaborate with other team members.
Customer Experience Specialist in Manchester employer: APPLY
At Xero, we pride ourselves on being an exceptional employer, offering a vibrant work culture that fosters collaboration and innovation. As a Customer Experience Specialist, you will benefit from comprehensive training, flexible working hours, and opportunities for personal and professional growth, all while contributing to a supportive team dedicated to delivering outstanding customer experiences. Our commitment to employee well-being and development, combined with the unique chance to engage with a diverse global customer base, makes Xero an ideal place for those seeking meaningful and rewarding employment.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Experience Specialist in Manchester
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at APPLY. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like APPLY before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Customer Experience Specialist in Manchester
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to APPLY:Your cover letter is your chance to shine! Tell us why you want to work at APPLY specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at APPLY!
How to prepare for a job interview at APPLY
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
