At a Glance
- Tasks: Enhance customer experience through knowledge management and AI-powered support solutions.
- Company: Join Absolute Collagen, the UK's leading liquid collagen brand focused on beauty and wellness.
- Benefits: Gain valuable experience in a dynamic environment with opportunities for growth and development.
- Other info: Collaborate across teams and influence future customer experience initiatives.
- Why this job: Make a real impact by optimising customer journeys and supporting innovative product launches.
- Qualifications: Experience in customer service or content roles, strong communication skills, and a passion for customer satisfaction.
The predicted salary is between 30000 - 40000 £ per year.
Company Overview
Absolute Collagen is the UK's leading liquid collagen brand, operating at the intersection of beauty, wellness and nutrition. Built around a subscription-first model and a highly engaged customer community, the business is focused on delivering exceptional customer experiences that drive loyalty, retention and advocacy.
Why This Role Exists
This role exists to improve and optimise the end-to-end customer experience through knowledge management, AI-powered support solutions and self-service content. The Customer Experience Executive will play a central role in helping the business achieve its goal of 50% ticket deflection and automation by building and maintaining a robust customer knowledge ecosystem that supports customers, advisors and AI-driven support channels. Working across Customer Services, Product, Marketing, Brand and Technology teams, the role will ensure customer communications are clear, consistent, accurate and designed to resolve customer queries quickly and effectively. The position also provides an opportunity to influence future customer experience initiatives, support new product launches and contribute to continuous improvement projects that enhance both customer satisfaction and operational efficiency.
Role Impact
- Build a best-in-class knowledge experience that empowers customers to self-serve, supports advisors and improves the effectiveness of AI-powered support tools.
- Drive customer self service & automation to achieve 50% ticket deflection and enhance automation performance.
- Continuously enhance AI knowledge, conversational flows and automation performance.
- Turn customer insights into action by analysing conversations, support trends and behavioural data.
- Support business growth & action by acting as a key stakeholder during product launches, campaigns and initiatives, ensuring customer support readiness across the organisation.
What Success Looks Like (12 Months)
- Established a comprehensive customer knowledge base that supports customers, advisors and AI powered support tools.
- Significant contribution to the 50% ticket deflection target.
- Improved self service resolution rates.
- Enhanced AI quality scores through continuous optimisation.
- Robust reporting and insight frameworks.
- Successful support of new product launches and business initiatives.
- Strong relationships with product, marketing, brand and customer services teams.
Key Responsibilities
- Develop, maintain and optimise customer facing knowledge base content.
- Create customer friendly support content aligned with brand tone of voice.
- Ensure content is accurate, up to date and easy to navigate.
- Identify gaps and opportunities to improve self service journeys.
- Collaborate with Customer Services teams to reflect real customer needs and trends.
- Support automation and ticket deflection objectives through effective knowledge management.
- Support AI training and optimisation of customer support solutions.
- Monitor automation performance and identify opportunities for improvement.
- Refine AI conversational flows to improve customer outcomes and quality scores.
- Help establish best practices for AI supported customer experiences.
- Analyse customer conversations, interactions and behavioural trends.
- Produce reporting on knowledge base performance, AI effectiveness and customer experience metrics.
- Use customer feedback and performance data to drive continuous improvement initiatives.
- Support customer readiness for campaigns, launches and business changes.
- Assist with new product development activities from a customer experience perspective.
- Ensure Customer Services teams are prepared for new customer propositions and operational changes.
- Act as a key customer experience contact for cross functional projects.
- Communicate customer insights and recommendations clearly to stakeholders.
- Promote customer first thinking throughout the organisation.
Experience & Capability
- Experience within Customer Experience, Customer Services or customer content focused roles.
- Strong written communication and content creation capabilities.
- Experience managing a knowledge base, help centre or customer support content.
- Excellent organisation skills and strong attention to detail.
- Proven ability to work effectively with multiple stakeholders across different functions.
- Strong project management and prioritisation skills.
- Customer first mindset and passion for improving customer experiences.
Desirable Experience
- Experience working with AI powered customer support platforms or chatbot solutions.
- Experience within eCommerce, subscription based or direct to consumer businesses.
- Understanding of customer journey mapping and self service optimisation.
- Experience supporting product launches and new product development initiatives.
- Familiarity with customer service platforms such as Gorgias.
Key Measures of Success
- Macro Usage %
- Knowledge Base Utilisation
- AI Quality Score
- Self Service Resolution Rate
- Customer Satisfaction (CSAT)
- Content Coverage Across Customer Queries
- Reduction in Repeat Customer Contacts
- Customer Services Efficiency Improvements
Customer Experience Executive employer: Job Search Place Limited
Absolute Collagen is an exceptional employer that prioritises employee growth and development within a vibrant and collaborative work culture. Located in the heart of the UK, we offer a unique opportunity to be part of a leading brand at the forefront of beauty and wellness, where your contributions directly impact customer satisfaction and business success. With a focus on innovation and continuous improvement, our team enjoys a supportive environment that encourages creativity and empowers individuals to drive meaningful change.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Experience Executive
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Job Search Place Limited. 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 Job Search Place Limited 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 Executive
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 Job Search Place Limited:Your cover letter is your chance to shine! Tell us why you want to work at Job Search Place Limited 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 Job Search Place Limited!
How to prepare for a job interview at Job Search Place Limited
✨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.
