At a Glance
- Tasks: Be the go-to person for customer queries and sales orders, ensuring top-notch service.
- Company: Join a dynamic team in Luton with a focus on customer experience.
- Benefits: Enjoy hybrid work, competitive pay, and opportunities for personal growth.
- Other info: Collaborative environment with ongoing training and development opportunities.
- Why this job: Make a real difference by helping customers and enhancing their experience.
- Qualifications: Experience in customer service or admin roles, with strong communication skills.
The predicted salary is between 25185 - 28500 £ per year.
Customer Experience Representative Location: Luton Hybrid 3 site days per week
Role Overview
As a Customer Experience Representative, you will act as a primary point of contact for customer enquiries and sales orders.
The role is heavily administration- and communication-focused, requiring a high level of accuracy, organisation, and professionalism.
You will manage inbound calls, emails, and internal tickets, process orders and pricing queries, and maintain accurate customer and order records across internal systems.
While technical queries may be supported by a dedicated Technical Support team, you will be expected to resolve customer issues independently where possible and escalate appropriately when specialist input is required.
This is a hybrid position, with a requirement to work on-site min of three days per week to support collaboration, training, and cross-functional working.
Key Responsibilities
- Answer inbound customer calls promptly and professionally, acting as the first point of contact for enquiries, order updates, and general support.
- Respond to customer emails and internal tickets, ensuring accuracy, clarity, and a high standard of service.
- Accurately process and maintain customer orders across all relevant systems.
- Process returns, debit and credit notes correctly and communicate updates to customers in a professional manner.
- Manage customer queries relating to shipping, order status, and dispatch information.
- Proactively manage customer expectations and provide timely updates on orders and open queries.
- Liaise with internal teams including Technical Support, Supply Chain, Dispatch, and Finance to ensure efficient issue resolution.
- Monitor, identify, and escalate order or system issues, contributing to continuous service improvement.
- Take ownership of customer enquiries wherever possible, escalating to specialist teams when required.
- Participate in monthly performance reviews, identifying development needs, recognising strong performance, and supporting continuous improvement.
- Support the wider team in delivering a consistent, high-quality customer experience across all channels.
- Attend team meetings, training sessions, and one-to-one coaching as part of ongoing development.
Experience and Knowledge Requirements
- Previous experience in a customer-facing internal sales, customer service, or administrative support role.
- Confident and professional telephone manner.
- Excellent verbal and written communication skills.
- High level of attention to detail and accuracy, particularly in data entry and order processing.
- Proficiency in Microsoft Office, with experience using ERP and CRM systems.
- Strong organisational skills with the ability to manage multiple tasks in a fast-paced environment.
- Proactive approach with a willingness to learn and resolve issues independently where appropriate.
- A positive, flexible team player with a collaborative mindset.
- Behaviours & Attributes
- Customer-focused, with a commercial and solution-oriented mindset
- Proactive and organised, with a strong eye for detail
- Strong communicator with a supportive and collaborative approach
- Keen to take ownership of key processes and continuously improve outcomes
- Enthusiastic about building customer relationships and contributing to team success
- Additional Information
Applicants must have the right to live and work in the UK. Documentary evidence will be required as part of the recruitment process
Customer Experience Advisor employer: Europa
At Europa School of English, we pride ourselves on being an exceptional employer, offering a vibrant and supportive work culture that values the contributions of our staff. As a Residential EFL Trip Teacher, you'll not only engage in meaningful teaching but also enjoy comprehensive training, full-board accommodation, and opportunities for professional development while working in beautiful UK locations like Bournemouth and Winchester. Join us this summer to inspire young learners and create unforgettable experiences in a dynamic team environment!
StudySmarter Expert Advice🤫
We think this is how you could land Customer Experience Advisor
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Europa. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Europa before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Customer Experience Advisor
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Europa:Your cover letter is your chance to shine! Tell us why you want to work at Europa specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Europa!
How to prepare for a job interview at Europa
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
