Client Experience Specialist - Global in Harrogate

Purpose
You will be part of the Client Experience Team, delivering an exceptional end-to-end experience for NaughtOne’s global sales teams and clients. This includes supporting and coordinating larger or more complex client requirements and projects. As a key point of contact, you will work cross-functionally to ensure orders are delivered seamlessly, building strong relationships and maintaining a consistently high level of service throughout the client journey. You will play an important role in managing client interactions, supporting order delivery, identifying opportunities for process improvement, and contributing to the growth and development of our global and national accounts. Success in this role will be measured through a combination of client satisfaction, responsiveness, and effectiveness, including First Contact Resolution (FCR), Net Promoter Score (NPS), client feedback utilisation, and overall case/query management. Sustainability is an integral pillar at NaughtOne. As a member of the Client Experience team, you will work in collaboration with the Sustainability team to provide clients with essential sustainability and compliance information.

Responsibilities / Key Deliverables

• Client Experience & Account Support
  • Act as a primary point of contact for clients on receipt of order, ensuring a seamless and positive experience throughout the order lifecycle.
  • Build strong relationships with clients to understand their needs and support long-term growth and retention.
  • Represent the client in internal discussions to ensure the best possible outcomes.
  • Handle client enquiries, issues, and complaints promptly and professionally.
  • Maintain accurate records of client interactions, transactions, and feedback.
• Order Management
  • Process incoming purchase orders accurately and efficiently.
  • Monitor order status daily, identifying risks and proactively resolving issues.
  • Coordinate with internal teams (sales, operations, logistics) to ensure timely delivery.
  • Communicate updates clearly to clients, including delays or changes.
• Operational Excellence & Continuous Improvement
  • Identify opportunities to improve client experience and internal processes.
  • Support the implementation of process improvements to enhance efficiency and satisfaction.
  • Share client feedback with relevant teams to drive improvements and prevent recurring issues.
  • Maintain up-to-date knowledge of company products, services, and systems.
• Collaboration & Communication
  • Work cross-functionally with internal teams to align on client needs and priorities.
  • Support global sales teams in delivering a consistent, high-quality client experience.
  • Contribute to team initiatives that enhance client engagement and service delivery.

Qualifications, Skills & Experience

• A-level or equivalent, with GCSE passes in Maths & English.
• 3-5 years’ experience in a fast‑paced client-facing or order management role.
• Excellent verbal and written communication skills.
• Strong organisational and time management skills, with the ability to prioritise tasks.
• Ability to work both independently and collaboratively within a team.
• Experience in managing client relationships and handling queries professionally.
• Proficiency in Microsoft Office; experience with ERP systems (e.g. MS Dynamics NAV) desirable.
• Proactive, resourceful, and solutions‑focused mindset.
• High attention to detail and accuracy.

Based from the NaughtOne head office in Harrogate or the Showroom in central London, this is a full-time permanent position reporting to the Head of Client Services. As part of a wider team of 10, the role holder will be expected to collaborate closely with the Operations function as well as the NaughtOne Sales teams. We support hybrid working. Company culture, relationships and collaboration are really important to us, so we’ll encourage you to spend the majority of your time on site. We hire qualified applicants representing a wide range of backgrounds and abilities – we are committed to equal opportunity employment. We honour and celebrate people's individuality, diversity and authenticity. In this inclusive environment, we thrive together, creating endless opportunities for us all to shine. Here, you can bring your whole self to work.