At a Glance
- Tasks: Design and improve customer journeys to enhance satisfaction and loyalty.
- Company: Join a not-for-profit organisation committed to fairness and exceptional service.
- Benefits: Generous pension, healthcare, learning opportunities, and flexible hybrid working.
- Other info: Dynamic workplace with social events and volunteering opportunities.
- Why this job: Make a real impact on customer experiences while growing your skills.
- Qualifications: Experience in customer journey mapping and a passion for problem-solving.
The predicted salary is between 60000 - 75000 £ per year.
- CX Specialist 12 months FTC
- About People’s Partnership
At the heart of our not-for-profit organisation is a commitment and a motivation to make the future-saving experience a simple one for our members.
We champion fairness and simplicity, not profit-chasing.
Imagine a financial adventure where everyone's a winner, fuelled by our exceptional service and brought to life by the fantastic individuals who work for us.
We're a diverse employer with a flexible, hybrid working approach, ensuring everyone gets the opportunity to come to work and be the best version of themselves.
What You'll Be Doing
The Customer Experience (CX) Specialist is responsible for designing and improving end-to-end customer journeys, using customer insights to identify pain points and deliver solutions that enhance satisfaction, loyalty, and value.
Working within the Proposition team, they collaborate with cross-functional teams to ensure customer-centric product experiences, accurate and consistent communications, and effective documentation of business requirements to support product success and strategic objectives.
- Act as the subject matter expert for customer journeys, maintaining and improving end-to-end process flows and ensuring customer needs, risks, and regulatory requirements are embedded throughout.
- Map, analyse, and optimise customer journeys across channels, identifying pain points and opportunities to improve customer satisfaction, loyalty, retention, and overall value.
- Partner with digital, customer service, marketing, product, and proposition teams to design and deliver seamless, customer-centric experiences aligned to business objectives.
- Support change initiatives by identifying impacted customer journeys, documenting business requirements, and ensuring product messaging and communications remain accurate, consistent, and compliant.
- Use customer research, feedback, usability testing, and data insights to develop actionable recommendations and continuously improve customer experiences through a test-and-learn approach.
- Champion CX best practice by advocating customer-centred design, recommending new tools and technologies, and staying informed of emerging customer experience trends and innovations.
- What We’re Looking For
- Boundless drive, attention to detail, desire to solve problems, identify improvements for the benefit of all our customers.
- Expertise in mapping and improving customer journeys.
- Deep understanding of customer needs, through direct exposure, research, data and insight.
- A balanced internal and external perspective – important not only to improve and assess how we do things, but also referencing against the competition and non-industry best practice.
- Dedication to proving the value of the function and demonstrating this to the wider business so that the function can demonstrate a ROI for the company.
- Understanding of CX methodologies and measures (eg CSAT, CES, NPS)
- Strong understanding of customer research methodologies, behavioural analytics, and data-driven design
- Experience using journey management software eg Cemantica, They Do, Journey Track or similar.
What you can expect from us
- Generous pension contributions with an employer contribution of up to 14%
- Real living wage
- Income protection, critical illness cover & death in service insurance
- Employee healthcare
- Parental and adoption leave
- Learning & development opportunities and study support
- Travel season ticket loans
- Grab & Go Deli Café at our Crawley offices
- Volunteering days and charity payroll giving
- Onsite gym
- Ride-to-Work scheme
- Social clubs and events
- You can learn more about how we support our employees on our website
- Disability Statement
People's Partnership is an equal opportunities employer.
We believe everyone has the right to be treated fairly, with dignity and respect.
We are committed to treating all our people (and all who apply for a role at People's Partnership) equally and enabling them to perform at their best and demonstrate what they have to offer.
This role may support hybrid working.
To make use of this arrangement, employees must have an appropriate home working environment, including a private workspace and reliable, secure high speed internet that enables them to perform their duties effectively.
We are a disability committed employer, please let us know if you need any reasonable adjustments made to our recruitment process (application, selection assessments where relevant, and interview) to enable you to show us the best “you”.
Customer Experience Specialist in Chichester employer: People's Partnership
At People's Partnership, we pride ourselves on being a not-for-profit organisation dedicated to creating a fair and simple experience for our members. Our flexible, hybrid working culture fosters diversity and personal growth, while our generous benefits, including substantial pension contributions and extensive learning opportunities, ensure that our employees can thrive both personally and professionally. Join us in making a meaningful impact where everyone's a winner, supported by a team that values collaboration and innovation.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Experience Specialist in Chichester
✨Get Social with Customer Support Communities
Join customer support groups on platforms like Facebook or Reddit. They often share job openings or temp opportunities. Engaging with these communities can help you learn more about the specific skills and experiences employers are looking for, plus you'll meet folks who might know about openings at companies like People's Partnership.
✨Leverage Seasonal Hiring Trends
Since customer support roles can spike during busy seasons (think holidays and sales periods), keep an eye out for timelines when companies ramp up hiring. Make sure to apply early and stay active; sending a quick follow-up a week after applying can show your enthusiasm for the role.
✨Flex Your Communication Skills
In customer support, communication is key! Prepare for hypothetical scenarios that test your problem-solving and customer interaction skills. Practising answers to common role-play questions can really help you shine in interviews—trust us, it makes a difference!
✨Make the Most of Job Boards
Use industry-specific job boards like Glassdoor or Indeed to find temporary roles. Don’t forget to set up alerts for customer support positions at companies like People's Partnership. The earlier you apply, the better your chances, so keep your finger on the pulse!
We think you need these skills to ace Customer Experience Specialist in Chichester
Some tips for your application 🫡
Highlight Your Communication Skills:In customer support, top-notch communication is key. Make sure your CV showcases any previous experience where you’ve had to clearly convey information or resolve issues. If you’ve handled customer queries via email or chat, mention it! Let’s see those strong verbal and written skills shine through.
Showcase Problem-Solving Experience:Employers love to see how you've handled tricky situations. Include examples in your application where you’ve tackled customer concerns or had to think on your feet. It's all about proving you can keep cool under pressure and find solutions—something super important in a temporary customer support role!
Tailor Your Approach for Temporary Roles:Since this is a temporary gig, make sure your cover letter emphasises your flexibility and eagerness to dive right in. Mention that you're ready to hit the ground running and are adaptable to new tools or systems—this shows that you understand the urgency often needed in temporary positions.
Proof of Customer Satisfaction:If you’ve got any quantifiable achievements from past customer support roles, like improved customer satisfaction scores or successful project completions, make sure to include them. Numbers speak volumes! This not only shows your capability but also gives us a reason to believe you'll bring that same success to People's Partnership.
How to prepare for a job interview at People's Partnership
✨Master the Customer Interaction Game
In customer support, we need to showcase our people skills. Prepare for role-playing scenarios where you'll demonstrate how to handle difficult customers or resolve complaints. Think about the types of issues common in People's Partnership's industry and how you can respond empathetically and effectively!
✨Know Your Products Inside Out
For a temporary role, it's crucial to familiarize yourself with the products or services People's Partnership offers. Brush up on key features, common issues, and FAQs. This knowledge will enable you to respond quickly and confidently to customer queries, showing you’re ready to jump in at a moment’s notice!
✨Flexibility is Key - Emphasise Your Adaptability!
Since this is a temporary role, we're looking to convey how quickly we can adapt to new systems or processes. Be ready to share examples of how you've quickly learned new tools or adjusted to changing environments in past roles. Show them you're the go-to person when the pressure's on!
✨Prepare for Quick Conversational Q&A
You might face a rapid-fire round of questions about customer service principles or how you'd handle specific situations. To ace this, think through different customer scenarios ahead of time, and practice your responses to ensure they're concise and impactful. The aim is to demonstrate your quick thinking and problem-solving skills!
