At a Glance
- Tasks: Drive service excellence and support customers with their queries and complaints.
- Company: Join Sunbelt Rentals, a leader in delivering equipment and expertise across industries.
- Benefits: Enjoy competitive pay, development opportunities, and exceptional benefits like life assurance.
- Other info: Dynamic role with opportunities for growth and a supportive team environment.
- Why this job: Be the voice of our 'Customer First' culture and make a real difference.
- Qualifications: Experience in customer service, strong problem-solving skills, and excellent communication.
The predicted salary is between 22050 - 26950 £ per year.
We have an exciting new role for a Customer Experience Specialist to join our new team in Warrington! This role is office based, hybrid working is not available. The Customer Experience Specialist will support in driving service excellence and be the voice of our “Customer First” culture, ensuring every interaction leaves customers feeling valued and supported.
Key Responsibilities
- Carry out root cause analysis through investigating recurring invoice-related issues, collaborating with cross-functional teams to implement corrective actions, and monitor and evaluate implemented solutions to prevent issue recurrence.
- Demonstrate proactivity to identify areas where processes can be improved to enhance service delivery, reduce errors, and provide value to the customer.
- Address and resolve administrative issues related to the account, including breakdowns and invoicing discrepancies.
- Handle and resolve customer queries and complaints to ensure fair outcomes for the customer and the business, keeping customers informed throughout.
- Provide feedback and insights to senior management to help improve processes and enhance service delivery, while producing reports to monitor performance and trends.
- Collaborate across teams by working closely with Operations, Sales, and other departments to ensure seamless customer journeys.
- Monitor performance through tracking KPI’s, and ensure compliance with health, safety, environmental standards in collaboration with the wider business.
- Manage customer interactions across multiple channels, including LiveChat, social media, and other digital avenues.
- Utilise case management systems and support the end-to-end complaint process.
What we offer?
- Real Living Wage Payer
- Excellent development opportunities
- Exceptional benefits including: Incentive scheme, Life Assurance, Employee assistance programme, Opportunity to buy and sell holidays
About You
To succeed in this role, you will bring the following skill set and behaviours:
- Proven experience in a customer service or support role, ideally handling complex queries.
- Experience of using excel or AI to analyse data and drive process improvement.
- Strong problem-solving skills with the ability to make decisions under pressure.
- Excellent communication skills, both written and verbal, with a customer-centric mindset.
- Ability to balance customer needs with business objectives.
- Good IT skills, including MS Office and experience with CRM systems (Salesforce experience is advantageous).
- Highly organised with strong attention to detail and accuracy.
- A proactive, flexible approach and willingness to learn and adapt.
- Experience of carrying out root cause analysis and process optimisation techniques (desirable).
- Knowledge of pricing models, rate card management, and invoicing processes (desirable).
About Us
Whether it's construction sites, energy projects, government initiatives, or unforgettable events, Sunbelt Rentals deliver the equipment and expertise to move every industry forward. With our ambition to be an employer of choice, this makes Sunbelt Rentals an ideal destination for your next career move. We are committed to the fair treatment of our staff, potential staff, and users of our services, regardless of race, gender, religion, sexual orientation, responsibilities for dependants, age, physical/mental disability, or offending background. Having a criminal record will not automatically bar an individual from working with us. We judge each case on its own merits, taking into account the relevance of the conviction to the role, the circumstances, and the time passed since the offence.
Customer Experience Specialist in Warrington employer: Sunbelt Rentals Limited
At Sunbelt Rentals, we pride ourselves on being an exceptional employer, offering a dynamic work culture that fosters collaboration and innovation. As a Lead Business Analyst, you'll not only have the opportunity to shape our business analysis practices but also benefit from comprehensive support for your professional growth, including mentorship and access to mental health resources. Our commitment to diversity, inclusion, and employee wellbeing ensures that you will thrive in a supportive environment while contributing to meaningful digital transformations across various sectors.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Experience Specialist in Warrington
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Sunbelt Rentals 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 Sunbelt Rentals 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 Specialist in Warrington
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 Sunbelt Rentals Limited:Your cover letter is your chance to shine! Tell us why you want to work at Sunbelt Rentals 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 Sunbelt Rentals Limited!
How to prepare for a job interview at Sunbelt Rentals 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.
