Client Experience Administrator

Location: Pury Hill Business Park, Alderton Road, Towcester. NN12 7LS

Status: Full-time, Permanent

Hours: 37.5 hours per week between 8am – 6pm Mon to Fri

Salary: Available upon application

The Company:

At Digital Origin, we are transforming the way UK businesses stay connected by delivering seamless Connectivity asa Service (CaaS) solutions. With IT, Connectivity, Telephony, and Mobile services all interconnected, we offer thesimplicity of a single supplier, one helpdesk, and one monthly bill. Guided by our mission to Find, Win, Keep, andEvolve, we are dedicated to building lasting client relationships and exceeding expectations. At the heart of oursuccess is a high-energy, positive culture of teamwork that sets us apart and drives us forward.

The Role

In this role, you will act as a key point of contact for clients who have recently engaged with our helpdesk teams.

Your primary responsibility will be to ensure that client issues have been resolved to their satisfaction and tocapture valuable feedback that helps us enhance our service delivery.

This is a fully outbound calling role, requiring excellent communication skills, attention to detail, and a strong commitment to customer satisfaction.

Main Duties

• Contact clients following the resolution of their helpdesk tickets to confirm that the issue has been resolved to their satisfaction.
• Gather client feedback regarding their experience and identify any areas for improvement.
• Support other strategic outbound client services-based initiatives: including NPS and CSAT surveys.

Action Tracking:

• Log any additional actions, requests, or unresolved concerns back to the helpdesk team for follow-up and resolution.
• Maintain accurate and detailed records of all client interactions in the company CRM system.

Client Relationship Management:

• Build positive relationships with clients by demonstrating empathy, professionalism, and a genuine interest in their needs.
• Act as a liaison between clients and internal teams to ensure their concerns are addressed effectively.
• Identify recurring issues or feedback themes and report them to the management team to support service improvement initiatives.

Skills & Qualifications

• Excellent verbal communication and active listening skills.
• Strong organisational skills with attention to detail.
• Ability to manage multiple tasks and prioritise effectively.
• Proficient in using CRM software and basic IT tools.
• Positive attitude and ability to handle client concerns with professionalism.
• Previous experience in a customer service, client experience, or similar role.
• Knowledge of IT services or helpdesk operations (advantageous but not essential).

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