Associate Customer Experience Specialist (UK)

We are seeking an Associate Customer Experience Specialist in the UK. This is a Remote work from home position, and the individual is required to reside and be authorized to work in the UK. At First Advantage (Nasdaq: FA), people are at the heart of everything we do. From our customers and partners to our greatest advantage — our team members. Operating with empathy and compassion, First Advantage fosters a global inclusive workforce devoted to the diverse voices that make up our talent and products. Our team members empower each other to be their authentic selves and treat all with respect, integrity, and fairness.

Say hello to a rewarding career and come join a leading provider of mission-critical background screening solutions to some of the most recognized Fortune 100 and Global 500 brands.

What You’ll Do:

• As an Associate Customer Experience Specialist, you will be in the front line of support, delivering high-quality service to our clients and their candidates across various communication channels including voice, chat, and email.
• You will manage multiple business applications, handle customer inquiries, and resolve issues efficiently and professionally, providing timely solutions with an empathetic approach.
• This role requires effective multitasking, proficiency in business applications, and a customer-focused mindset to ensure seamless experience and satisfaction for all customers.
• All remote employees must be on camera for all training sessions, including new hire orientation and meetings with leaders and clients.
• Working at home requires internet speeds that can support the FA systems; a minimum download speed of 120mps and 10mbp upload is required. Computers must be hard wired to a router (We provide equipment).

Responsibilities:

• Efficient Application Login & Availability - Log into multiple business applications promptly and remain available during scheduled work hours, except during scheduled breaks.
• Managing Customer Interactions Across Channels - Respond to incoming customer contacts via chat, voice, email, and new communication channels as they are introduced.
• Effective Inquiry Handling & Issue Resolution - Determine the purpose of each contact through targeted questions, as no scripts are used.
• Multi-tasking for Accurate Problem Resolution - Resolve customer issues quickly and accurately by utilizing information within various business applications.
• Professional & Empathetic Communication - Conduct all interactions with professionalism, maintaining a calm, polite, and empathetic tone.
• De-escalation & Quality Control - Manage and de-escalate customer frustrations effectively.
• Accurate & Timely Documentation - Document all interactions in Company systems promptly and accurately.
• Effective Internal Communication & Follow-up - Follow up with internal teams as needed by using email and case notes in the CRM.
• Continuous Learning & Training - Participate in required training to enhance customer support and stay informed about system updates.
• Contributing to Knowledge Base & Improvement - Contribute to the company’s knowledge reference center by helping enhance resources for future cases.
• Work Pace and Performance Management - Manage your work pace and quality to meet performance goals.

What You Will Need to be Successful:

• Two years of experience in customer-facing or knowledge delivery role preferred.
• Handle a high volume of customer contacts across various channels (phone, chat, email, etc.).
• Use multiple software applications and systems simultaneously with ease.
• Quickly assess customer needs and resolve issues efficiently.
• Communicate professionally and empathetically, both verbally and in writing.
• Document all customer interactions accurately and follow procedures closely.
• Willingness to learn new tools, processes, and adapt to changing customer needs.
• Maintain a calm, empathetic, and solution-focused demeanor in all situations.
• Demonstrate strong time management by handling tasks and applications efficiently.
• Multitask effectively in a fast-paced environment while ensuring high-quality service.
• Ensure attention to detail in all documentation to maintain accuracy and customer satisfaction.
• Adapt quickly to new systems, product updates, and changes in customer requirements.
• Collaborate with internal teams to share information and ensure timely issue resolution.
• Knowledge of common computer configurations and strong computer navigation skills.
• Prior experience with Microsoft Windows Operating Systems.

Other requirements for Remote support:

• For remote, you must have a dedicated workspace that is free from distractions and ensures privacy.
• Working at home requires internet speeds that can support the Company systems; a minimum download speed of 120mps and 10mbp upload is required.
• Computers must be hard wired to a router (We provide equipment).
• All remote employees must be on camera for all training sessions, including new hire orientation and meetings with leaders and clients.

Why First Advantage is Your Next Big Career Move:

First Advantage is going through a technology transformation! We are looking for experts who are excited to work with advanced technologies and provide best-in-class user experiences.

Additional benefits offered to our eligible people include:

• Health & Wellbeing: Medical, Vision, Dental, Bike2Work Scheme, Employee Assistance Programme.
• Personal Financial Planning: Pension with employer contribution, Life Assurance and Financial and Legal Helpline.
• Personal & Family Leave: Holidays (PTO), Enhanced Maternity Leave, Sick Pay.
• Career Development: Mentoring Programme, SOAR Programme (Manager development), and Annual Performance Reviews.

What Are You Waiting For? Apply Today!

If you think this position and our company are a great fit for your areas of interest and expertise, tell us about you by applying now!

First Advantage is proud to be a global leader in removing barriers and supporting our community members to ensure the changing demographics of the workforce are reflected in our hiring and employment practices. We value all our candidates, employees, and clients, and place great emphasis on hiring and supporting qualified individuals in each role. We are an equal opportunity employer.