At a Glance
- Tasks: Lead the team in delivering top-notch customer experiences and managing order processing.
- Company: Join a well-established global manufacturing business with a niche focus.
- Benefits: Enjoy a competitive salary, hybrid working, and opportunities for professional growth.
- Other info: Flexible working hours and a supportive team environment await you.
- Why this job: Make a real impact by enhancing customer satisfaction and driving operational excellence.
- Qualifications: Experience in customer service and strong communication skills are essential.
The predicted salary is between 28500 - 28500 £ per year.
Permanent - Hybrid 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.
As the Senior Customer Experience Specialist, you will be the daily operational lead, supporting the Customer Experience Manager with escalations, ensuring the team is delivering and exceeding KPI’s.
- 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, and escalate to leadership when necessary.
- Calls: Ensure all phone calls are answered within the 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 and be a subject matter expert. Drive the CS vision with the Management Team to evolve the CS operation.
- Backlog Report: Run and update the order backlog report. Ensure compliance with GDP, ISO 9001 specifically, Outlook and Excel.
- Teamwork and Coaching/Training: Passion for delivering excellent customer experiences. Confident in making 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 Service Representative employer: Brampton Recruitment
Join a well-established global manufacturing business that values operational excellence and customer satisfaction. With a hybrid working model, you will thrive in a supportive work culture that prioritises employee growth through coaching and development opportunities. Enjoy competitive benefits and the chance to make a meaningful impact in a niche industry while being part of a dynamic team dedicated to exceeding customer expectations.
StudySmarter Expert Advice🤫
We think this is how you could land Senior Customer Service Representative
✨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 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! Research the company and its customer service ethos. Be ready to share examples of how you've driven operational rigour and exceeded KPIs in your previous roles. Show them you're the perfect fit for their team!
✨Tip Number 3
Follow up after interviews! A quick thank-you email can go a long way. Mention something specific from your conversation to remind them why you're the ideal candidate for the Senior Customer Experience Specialist position.
✨Tip Number 4
Don't forget to apply through our website! We make it super easy for you to find and apply for roles that match your skills. Plus, it shows you're serious about joining our team and delivering excellent customer experiences.
We think you need these skills to ace Senior Customer Service Representative
Some tips for your application 🫡
Tailor Your CV:Make sure your CV is tailored to the Senior Customer Experience Specialist role. Highlight your experience in customer service, order processing, and any relevant KPIs you've met. We want to see how you can bring your skills to 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 previous roles have prepared you for this position. We love seeing genuine enthusiasm!
Showcase Your Communication Skills:Since communication is key in this role, make sure your application reflects your ability to communicate clearly and effectively. Whether it's through your writing style or examples of past experiences, we want to see that you can engage with both internal and external customers.
Apply Through Our Website:We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it shows you’re keen on joining our team at StudySmarter!
How to prepare for a job interview at Brampton Recruitment
✨Know the Company Inside Out
Before your interview, take some time to research the company’s history, values, and recent news. Understanding their niche in the manufacturing industry will help you tailor your answers and show that you're genuinely interested in the role.
✨Demonstrate Your Customer Service Skills
Prepare specific examples from your past experiences where you’ve successfully handled customer inquiries or complaints. Highlight how you prioritised tasks and ensured customer satisfaction, as this role heavily focuses on delivering an excellent customer experience.
✨Showcase Your Team Leadership Abilities
Since this position involves supporting the Customer Experience Manager and leading a team, be ready to discuss your leadership style. Share instances where you’ve coached or mentored team members, and how you’ve driven operational excellence in previous roles.
✨Be Ready for Scenario-Based Questions
Expect questions that assess your problem-solving skills and ability to handle escalations. Think of scenarios where you had to make quick decisions under pressure, and be prepared to explain your thought process and the outcomes.
