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- Tasks: Help improve customer journeys and resolve queries in a dynamic team.
- Company: Join UKSBS, a public sector shared service centre making a difference.
- Benefits: Competitive salary, inclusive culture, and opportunities for professional growth.
- Other info: Flexible support for various projects and a chance to make an impact.
- Why this job: Be the voice of customers and drive meaningful improvements in their experience.
- Qualifications: Strong customer service skills and experience in handling complaints.
The predicted salary is between 27756 - 27756 £ per year.
UKSBS is a public sector shared service centre providing high quality HR, Payroll, Finance, Procurement and IT services and expertise to our partners. We are proud of the part we play in enabling our partners to achieve the best outcomes for the British people and the UK economy. This is a great time to join UKSBS. As we continue to invest in and grow our Customer Experience capability, we are looking for a Customer Experience Advisor to join our Customer Experience team.
This is an excellent opportunity for an experienced, customer-focused problem solver who is passionate about improving customer journeys, resolving complex queries and complaints, and driving continuous improvement.
As a Customer Experience Advisor, you will take ownership of complaints, escalations, queries and feedback, working closely with subject matter experts and operational teams to ensure high-quality, consistent and timely responses for our customers. The duties for this role include but are not limited to the following:
- Ownership of the successful resolution of complaints, compliments and comments, with the customer at the heart of each interaction
- Work with subject matter experts and operational teams to ensure a consistent, high-quality and customer-centred approach
- Produce customer-focused feedback responses in line with best practice and agreed service levels
- Capture and analyse root cause and complaint themes, working with Operational Excellence teams to identify continuous improvement opportunities
- Represent the Customer Experience team as a subject matter expert to support change requests and improvement activity
- Use customer insight to inform customer journey mapping, identifying pain points in key processes
- Support customer experience initiatives including surveys, feedback and reporting
- Support the maintenance of customer-facing content to enable effective self-service
- Manage and respond to complex queries within Customer Experience work queues
- Provide flexible support to the service, including ad-hoc projects in line with business priorities
To do this role well, you would need to demonstrate the following:
- Strong customer service and interpersonal skills
- Experience handling complaints, escalations and feedback across multiple channels
- Experience capturing and analysing root cause data to drive customer-focused improvements
- Ability to analyse data and insight to provide quality customer feedback
- Exposure to customer journey mapping and identifying process pain points
- Strong relationship management skills with internal and external stakeholders
- Ability to work collaboratively and manage competing priorities
The following would be advantageous but are not essential:
- Knowledge or experience of HR, Payroll, Finance or Procurement transactional services
- Experience working in a shared services or public sector environment
We are an inclusive and Disability Confident employer and welcome all applications. UKSBS does not hold a Home Office Sponsor Licence under the UK Immigration System, therefore candidates are required to have eligibility to live and work in the UK prior to applying.
Locations
Customer Experience Advisor in Newport, Wales employer: UK Shared Business Services Ltd
Contact Detail:
UK Shared Business Services Ltd Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Experience Advisor in Newport, Wales
✨Tip Number 1
Get to know the company! Research UKSBS and its Customer Experience team. Understanding their values and goals will help you tailor your approach during interviews and show that you're genuinely interested in being part of their mission.
✨Tip Number 2
Practice your problem-solving skills! Since this role is all about resolving customer queries and complaints, think of examples from your past experiences where you've successfully tackled similar challenges. Be ready to share these stories during your interview.
✨Tip Number 3
Network like a pro! Connect with current or former employees on LinkedIn. They can provide insider tips about the interview process and what it’s really like to work at UKSBS. Plus, it shows your initiative and interest in the role!
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, it shows you’re serious about joining the team and makes it easier for us to keep track of your application.
We think you need these skills to ace Customer Experience Advisor in Newport, Wales
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your CV and cover letter for the Customer Experience Advisor role. Highlight your customer service skills and any experience you have with complaints and feedback. We want to see how your background aligns with our mission to improve customer journeys!
Showcase Your Problem-Solving Skills: In your application, share specific examples of how you've resolved complex queries or complaints in the past. We love seeing candidates who can demonstrate their ability to think critically and drive continuous improvement in customer experiences.
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 makes it easy for us to see your qualifications and enthusiasm for the role.
Apply Through Our Website: Don’t forget to submit your application through our website! It’s the best way for us to receive your details and ensures you’re considered for the Customer Experience Advisor position. We can’t wait to hear from you!
How to prepare for a job interview at UK Shared Business Services Ltd
✨Know Your Customer Experience Stuff
Make sure you brush up on customer service principles and best practices. Familiarise yourself with common complaints and how to resolve them effectively. This will show that you're not just passionate about customer experience, but also knowledgeable.
✨Showcase Your Problem-Solving Skills
Prepare examples of how you've successfully resolved complex queries or complaints in the past. Use the STAR method (Situation, Task, Action, Result) to structure your answers, making it easy for the interviewer to see your thought process.
✨Understand the Role's Requirements
Read through the job description carefully and think about how your skills align with the responsibilities listed. Be ready to discuss how you can contribute to improving customer journeys and driving continuous improvement within the team.
✨Ask Insightful Questions
Prepare a few thoughtful questions to ask at the end of the interview. This could be about the team's current challenges or how they measure success in customer experience. It shows your genuine interest in the role and helps you gauge if it's the right fit for you.