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- Tasks: Lead a team to deliver exceptional customer experiences and manage order processing.
- Company: Join a well-established global manufacturing business in a niche industry.
- Benefits: Competitive salary of £28,500, supportive work environment, and career growth opportunities.
- Other info: Flexible working hours with a focus on teamwork and coaching.
- Why this job: Make a real impact by enhancing customer satisfaction and driving operational excellence.
- Qualifications: Experience in customer service or sales administration, strong communication, and organisational skills.
Working for a well-established global manufacturing business who operate in a niche industry. As the Senior Customer Experience Specialist, you will deliver an excellent customer experience and support to internal and external customers for orders and general enquiries. Ensuring all requests are prioritised, organised and processed accurately and on time, taking ownership for resolution. You will be the daily operational lead, supporting the Customer Experience Manager with escalations, ensuring the team are delivering and exceeding KPIs.
Operational Rigour: Drive operational rigour within the team to meet or exceed KPIs and deliver customer satisfaction. Support the Customer Experience Manager to drive operations. Hold the team accountable for individual and team objectives.
Order Processing: Spend 25% of time at a minimum undertaking order entry. Process all sales orders within 1 working day to a high degree of accuracy. Proactively inform any issues and any date changes to the customer.
Communication: Internal and external communication to ensure fast and accurate processing of orders.
Export Compliance: Ensure all orders are processed whilst adhering to company export compliance policies, escalate to leadership when necessary.
Calls: Ensure all phone calls are answered within SLA of 20 seconds.
Quality Checks: Conduct monthly quality checks on assigned team members in adherence with the timetable set by the Customer Experience Manager. Give constructive feedback to enable enhanced excellence.
Escalations: Communicate any significant complaints to the Customer Experience Manager so that the relevant action is taken to address the complaint and to minimise any adverse effect on the customer and company.
Coaching: Actively support the customer experience evolution to best in class. Identify opportunities to provide coaching and support with the team, be a subject matter expert. Drive the CS vision with the Management Team to evolve the CS operation.
Backlog Report: Run and update order backlog report. Ensure compliance to GDP, ISO 9001 & other applicable quality standards.
Candidate Requirements:
- Experience in Customer Service, Sales Administration, Customer Experience, Key Account Manager or similar role is essential.
- Previous experience working as a Team Senior is essential.
- Experience working in a B2B environment.
- Attention to detail.
- English fluency.
- Excellent communication skills, being able to communicate at all levels.
- Strong organisational skills.
- IT skills on MS Office Suite; specifically, Outlook and Excel.
- Proven ability to work flexibly and accurately across a broad range of processes.
- Teamwork and coaching/training.
- Passion for delivering excellent customer experiences.
- Confident in taking decisions.
This role is commutable from: Stone, Stafford, Newcastle under Lyme, Cheadle, Yarnfield, Eccleshall, Woore, Rugeley, Stoke on Trent, Uttoxeter, Abbots Bromley, Keele, Penkridge and surrounding areas.
This role would suit candidates with the following experience: Senior Customer Experience, Senior Sales Admin, Senior Customer Service, Team Senior, Internal Account Manager.
Hours: Monday – Thursday, 9:00 am – 5:00 pm – Friday 8:00 am – 4:00 pm.
Salary: £28,500 Per Annum.
Senior Customer Experience Specialist in Stone employer: Brampton Recruitment Ltd
Contact Detail:
Brampton Recruitment Ltd Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Senior Customer Experience Specialist in Stone
✨Tip Number 1
Network like a pro! Reach out to your connections in the industry and let them know you're on the hunt for a Senior Customer Experience Specialist role. You never know who might have the inside scoop on job openings or can put in a good word for you.
✨Tip Number 2
Prepare for those interviews by practising common questions related to customer experience and operational rigour. We recommend using the STAR method to structure your answers, showcasing your skills in handling escalations and delivering excellent customer service.
✨Tip Number 3
Don’t forget to follow up after your interviews! A quick thank-you email can go a long way in leaving a positive impression. Mention something specific from your conversation to show you were engaged and are genuinely interested in the role.
✨Tip Number 4
Apply through our website for the best chance at landing that dream job! We’re always looking for passionate individuals who want to drive customer experience excellence, so make sure your application stands out by highlighting your relevant experience and skills.
We think you need these skills to ace Senior Customer Experience Specialist in Stone
Some tips for your application 🫡
Tailor Your CV: Make sure your CV speaks directly to the role of Senior Customer Experience Specialist. Highlight your experience in customer service and any leadership roles you've had, as we want to see how you can drive operational rigour and support our team.
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Use it to explain why you're passionate about delivering excellent customer experiences and how your skills align with our needs. Don’t forget to mention your experience in B2B environments!
Showcase Your Communication Skills: Since communication is key in this role, make sure your application reflects your ability to communicate effectively. Use clear and concise language, and don’t hesitate to share examples of how you've successfully managed internal and external communications in the past.
Apply Through Our Website: We encourage you to apply through our website for a smoother process. It helps us keep track of your application and ensures you don’t miss out on any important updates from us!
How to prepare for a job interview at Brampton Recruitment Ltd
✨Know Your Customer Experience Stuff
Make sure you brush up on your customer service principles and best practices. Be ready to share specific examples of how you've delivered excellent customer experiences in the past, especially in a B2B environment.
✨Demonstrate Operational Rigour
Since this role focuses on meeting KPIs and ensuring accuracy, prepare to discuss how you've driven operational efficiency in previous roles. Think about times when you’ve improved processes or held your team accountable for their objectives.
✨Show Off Your Communication Skills
Communication is key in this role, so be prepared to showcase your ability to communicate effectively with both internal teams and external customers. Practice articulating your thoughts clearly and confidently, as well as how you handle escalations and complaints.
✨Highlight Your Coaching Experience
As a Senior Customer Experience Specialist, you'll need to support and coach your team. Share examples of how you've mentored others, provided constructive feedback, and contributed to a positive team culture. This will show that you're not just a leader but also a team player.