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- Tasks: Join our Customer Experience Team and be the first point of contact for customers.
- Company: ESPO, a dynamic organisation focused on delivering excellent customer service.
- Benefits: Flexible working, 25 days annual leave, and a generous pension scheme.
- Other info: Great office location with opportunities for learning and development.
- Why this job: Make a real difference by helping customers and solving their enquiries.
- Qualifications: GCSEs or equivalent experience in a fast-paced customer service environment.
The predicted salary is between 26832 - 28146 £ per year.
Organisation: ESPO
Work Location: Barnsdale Way, Grove Business Park, Enderby, Leicestershire, LE19 1ES
Salary: Grade 7 £26,832 - £28,146 Per annum (Pro rata for part time)
Working Hours: 37 per week
Contract Type: 12 Months Fixed Term
Do you have a passion for delivering excellent customer experience? If so, you could be exactly what we are looking for. We have an exciting opportunity to join ESPO’s busy, fast paced, Customer Experience Team based in Leicester.
About the Role
Our Customer Experience Team is the first point of contact for our customers. The role involves dealing with a wide range of customer enquiries, which will include taking and entering new orders, general customer enquiries, product and account advice, to name but a few. You will liaise directly with our customers, internal teams and third‑party support partners to achieve the best outcome for our customers. The role is both challenging and rewarding; we need people who can work at pace, make sound decisions and work as part of a team. You’ll have experience of working in a customer service environment, be able to build rapport, accurately record information and be able to problem solve, with a genuine desire to help customers. Great verbal and written communication skills are essential as is a positive, flexible and resilient mindset with the ability to work collaboratively with colleagues throughout our organisation.
About You
- Minimum of 4 GCSE’s A-C grades including English Language or other qualifications of an equivalent level OR Demonstrable experience
- Experience of handling a high volume of customer enquiries by phone and email.
- Experience of working with customers, in a contact centre or fast paced customer service environment.
- Clear understanding of how to deliver excellence in customer service.
- Good understanding of working in a retail environment.
- Able to utilise information and technology to resolve issues
- Excellent verbal and written communication skills
- Take ownership and resolve enquiries for customers
- Excellent IT Skills, including experience of working with complex systems and databases to interrogate, record and resolve customer enquiries.
- Ability to accurately enter customer data
- Experience of managing workload achieving targets
We’d also expect you to share our commitment to our values and will ask you to evidence when you have demonstrated them as part of the interview process.
What we offer
- Flexible working opportunities and access to employee benefits portal with car lease scheme.
- 25 days annual leave plus bank holidays (increasing to 30 days after 5 years' service), and a scheme to buy additional leave.
- Local Government Pension Scheme with a generous employer contribution.
- Opportunities for learning and development
- Great office location next to Fosse Park, with free on‑site parking and easy access to M1 and M69.
Interested in Flexible Working? We are open to discussions about flexible working, which may include part time working, job sharing, term‑time working, flexible start and finish times, and hybrid working, depending on the requirements of the role and the service.
If you would like to discuss the possible flexible working options that might be applicable to this role, please contact the person named below.
For more information or an informal discussion, please contact James Bagshaw – Customer Experience Manager Telephone: 07551 645788
How to Apply
At ESPO, we’re looking for top talent from all walks of life. Whoever you are, wherever you’re from, and whatever your background – we care about what you bring to our organisation, not just what’s on your CV. That’s why we’ve designed a recruitment process that’s fair, accessible, and focused on potential. And with benefits that support people at every age and stage of life, we make sure you can thrive – both personally and professionally.
Click the apply button to submit your application, ensuring that you upload a supporting statement that explains how you meet the criteria listed in the ‘About You’ section above. Without this information, we won’t be able to assess your suitability for the role, and your application will be rejected.
We reserve the right to close this vacancy early if we receive sufficient applications for the role. Therefore, if you are interested, please submit your application as early as possible.
If you have any technical issues when trying to apply for this post or you want to request an application pack in an alternative format, please contact our Employee Service Centre by telephoning 0300 3030222 (select option 2) or raise a ticket via our online portal: https://emss.org.uk/support.
By applying for this post, you agree to our Terms and Conditions.
Customer Experience Associate in England employer: Nottingham City Council
Contact Detail:
Nottingham City Council Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Experience Associate in England
✨Tip Number 1
Get to know the company! Research ESPO and understand their values and mission. This will help you tailor your approach during interviews and show that you're genuinely interested in being part of their Customer Experience Team.
✨Tip Number 2
Practice your communication skills! Since this role involves a lot of customer interaction, it’s crucial to demonstrate your ability to communicate clearly and effectively. Try role-playing common customer scenarios with a friend or family member.
✨Tip Number 3
Showcase your problem-solving skills! Think of examples from your past experiences where you successfully resolved customer issues. Be ready to share these stories during your interview to highlight your capability in handling enquiries.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen. Plus, make sure to include a supporting statement that clearly outlines how you meet the criteria listed in the job description.
We think you need these skills to ace Customer Experience Associate in England
Some tips for your application 🫡
Tailor Your Supporting Statement: Make sure to customise your supporting statement to highlight how your experience aligns with the criteria listed in the job description. We want to see how you can bring your unique skills to our Customer Experience Team!
Show Off Your Customer Service Skills: Since this role is all about delivering excellent customer experience, don’t forget to showcase your previous customer service experience. Share specific examples of how you've handled enquiries and resolved issues effectively.
Be Clear and Concise: When writing your application, keep it clear and to the point. Use straightforward language and avoid jargon. We appreciate a well-structured application that’s easy to read and understand.
Apply Early!: Don’t wait until the last minute to submit your application. We might close the vacancy early if we get enough applications, so get your application in as soon as you can through our website!
How to prepare for a job interview at Nottingham City Council
✨Know Your Customer Service Basics
Brush up on the fundamentals of excellent customer service. Be ready to discuss your previous experiences in handling customer enquiries, especially in a fast-paced environment. Think of specific examples where you went above and beyond to help a customer.
✨Showcase Your Communication Skills
Since great verbal and written communication skills are essential for this role, practice articulating your thoughts clearly. Prepare to demonstrate how you've effectively communicated with customers in the past, whether through phone calls or emails.
✨Demonstrate Problem-Solving Abilities
Prepare to share instances where you've successfully resolved customer issues. Think about the steps you took to identify the problem, the solutions you offered, and how you ensured customer satisfaction. This will show your ability to take ownership of enquiries.
✨Align with Company Values
Familiarise yourself with ESPO's values and be ready to discuss how your personal values align with theirs. Prepare examples from your past experiences that highlight your commitment to teamwork, flexibility, and resilience, as these traits are crucial for success in this role.