Customer Experience Specialist
Location: London, Hybrid Working
Duration: 3-Months
Role type: Fixed Term Contract
Day rate: £120 - £130 per day
Sector: Not-for-Profit
An exciting opportunity has arisen for an experienced Customer Engagement Specialist to join a not-for-profit organisation in London on an initial 3-month fixed term contract.
The role will play a key role in delivering an exceptional customer experience across a diverse customer base. You will work closely with an outsourced contact centre partner, ensuring consistently high service standards while identifying opportunities to improve customer journeys, reduce inbound contact and enhance processes through data, technology and automation.
This is a varied, hands-on role suited to someone who combines strong customer service experience with excellent communication, organisation and continuous improvement skills.
Key responsibilities
Act as a key point of contact for an outsourced contact centre partner, supporting day-to-day coordination, performance and service delivery.
Monitor performance against agreed KPIs and SLAs, identifying issues, escalating risks and supporting improvements where required.
Own and maintain customer-facing templates, knowledge base content, process documentation and training materials.
Develop and support onboarding and training for contact centre agents to ensure consistent, high-quality customer service.
Undertake quality assurance reviews of customer interactions, identifying training requirements, recurring issues and opportunities for improvement.
Manage and triage complex customer escalations, working with internal stakeholders and the contact centre partner to achieve appropriate resolutions.
Analyse customer data and feedback to identify friction points, reduce avoidable inbound contact and improve the end-to-end customer journey.
Monitor and respond to social media enquiries, using insights to support continuous improvement.
Work with digital colleagues to develop and refine AI-assisted customer engagement and automation processes.
Provide face-to-face customer service support at events when required.
Essential experience
Previous experience within a customer se...
Customer Engagement Specialist employer: Cedar Careers
As a leading PE-backed services group based in Leeds, we pride ourselves on fostering a dynamic work culture that encourages innovation and collaboration. Our commitment to employee growth is evident through tailored development programmes and opportunities to lead transformative finance initiatives, making us an excellent employer for those seeking meaningful and rewarding careers in finance.
