At a Glance
- Tasks: Lead a team to deliver top-notch customer service and manage order processing.
- Company: Join a well-established global manufacturing business in a niche industry.
- Benefits: Competitive salary, hybrid working, and opportunities for professional growth.
- Other info: Dynamic role with excellent career progression in a supportive environment.
- Why this job: Make a real impact by enhancing customer experiences and driving team success.
- Qualifications: Experience in customer service and strong communication skills required.
The predicted salary is between 28500 - 28500 £ per year.
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 KPIs.
Job Description:- 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 & other applicable quality standards.
- 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 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.
Brampton Recruitment are an independent Commercial and Accounts & Finance recruitment agency working in partnership with employers spanning Stoke on Trent, Staffordshire, Cheshire, and the Greater Manchester region.
Senior Customer Service Representative in Stone employer: Brampton Recruitment
Join a well-established global manufacturing business that prioritises operational excellence and customer satisfaction. With a hybrid working model, you will thrive in a supportive work culture that encourages professional 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 delivering exceptional customer experiences.
StudySmarter Expert Advice🤫
We think this is how you could land Senior Customer Service Representative in Stone
✨Tip Number 1
Get to know the company inside out! Research their values, mission, and recent news. This will help you tailor your conversations and show that you're genuinely interested in being part of their team.
✨Tip Number 2
Practice your communication skills! As a Senior Customer Experience Specialist, you'll need to communicate effectively with both customers and your team. Role-play common scenarios with a friend to boost your confidence.
✨Tip Number 3
Network like a pro! Connect with current employees on LinkedIn or attend industry events. Building relationships can give you insider info and might even lead to a referral!
✨Tip Number 4
Don't forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you're serious about joining our awesome team!
We think you need these skills to ace Senior Customer Service Representative in Stone
Some tips for your application 🫡
Tailor Your CV:Make sure your CV is tailored to the Senior Customer Experience Specialist role. Highlight your relevant experience in customer service and any leadership roles you've held. We want to see how your skills align with our needs!
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 you can contribute to our team. Keep it engaging and personal – we love a bit of personality!
Showcase Your Achievements:Don’t just list your responsibilities; showcase your achievements! Use specific examples to demonstrate how you've exceeded KPIs or improved processes in previous roles. We’re all about operational rigour, so show us what you’ve done!
Apply Through Our Website:We encourage you to apply through our website for a smoother application process. It’s the best way for us to receive your application directly and ensures you don’t miss out on any important updates from us!
How to prepare for a job interview at Brampton Recruitment
✨Know Your Customer Service Stuff
Make sure you brush up on your customer service knowledge, especially in a B2B context. Be ready to discuss your previous experiences and how they relate to the role. Think about specific examples where you’ve exceeded KPIs or resolved complex issues.
✨Show Off Your Organisational Skills
Since this role requires strong organisational skills, prepare to talk about how you manage your workload. You might want to share a time when you successfully prioritised tasks or handled multiple orders efficiently. This will show you can keep things running smoothly.
✨Communicate Like a Pro
Effective communication is key in this role. Practice articulating your thoughts clearly and confidently. You could even do a mock interview with a friend to get comfortable discussing how you handle internal and external communications.
✨Be Ready for Team Dynamics
As a Senior Customer Experience Specialist, you'll be leading a team. Think about your leadership style and how you’ve coached or supported team members in the past. Be prepared to discuss how you would drive the customer service vision and improve team performance.
