At a Glance
- Tasks: Lead the team in delivering top-notch customer experiences and managing order processing.
- Company: Join a well-established global manufacturing business in a niche industry.
- Benefits: Competitive salary, supportive team environment, and opportunities for professional growth.
- Other info: Flexible working hours and a dynamic team culture await you!
- Why this job: Make a real impact by enhancing customer satisfaction and driving operational excellence.
- Qualifications: Experience in customer service or sales administration, with strong communication and organisational skills.
The predicted salary is between 28500 - 28500 £ per year.
Working for a well-established global manufacturing business that operates in a niche industry. As the Senior Customer Experience Specialist, you will deliver an excellent customer experience and support to internal and external customers for orders and general enquiries. Ensuring all requests are prioritised, organised and processed accurately and on time, taking ownership for resolution.
As the Senior Customer Experience Specialist you will be the daily operational lead, supporting the Customer Experience Manager with escalations and ensuring the team delivers and exceeds KPI’s.
- Operational Rigour: Drive operational rigour within Team to meet or exceed KPIs and deliver customer satisfaction. Support Customer Experience Manager to drive operations. Hold Team accountable for individual and team objectives.
- Order Processing: Spend 25% of time at a minimum undertaking order entry. Process all sales orders within 1 working day to a high degree of accuracy. Proactively informing any issues and any date changes to the customer.
- Communication: Internal and External communication to ensure fast and accurate processing of orders.
- Export Compliance: Ensure all orders are processed whilst adhering to company export compliance policies, elevate to leadership when necessary.
- Calls: Ensure all phone calls are answered within SLA of 20 seconds.
- Quality Checks: Conduct monthly quality checks on assigned team members in adherence with timetable set by the Customer Experience Manager. Giving constructive feedback to enable enhanced excellence.
- Escalations: Communicate any significant complaints to the Customer Experience Manager so that the relevant action is taken to address the complaint and to minimise any adverse effect on the customer and company.
- Coaching: Actively support the customer experience evolution to best in class. Identify opportunities to provide coaching and support with Team, be a subject matter expert. Drive the CS vision with the Management Team to evolve the CS operation.
- Backlog Report: Run and update order backlog report. Ensure compliance to GDP, ISO 9001 & other applicable quality standards.
Candidate Requirements: Experience in Customer Service, Sales Administration, Customer Experience, Key Account Manager or similar role is essential. Previous experience working as a Team Senior is essential. Experience working in a B2B environment. Attention to detail. English fluency. Excellent communication skills, being able to communicate at all levels. Strong organisational skills. IT skills on MS Office Suite; specifically, outlook and excel. Proven ability to work flexibly and accurately across a broad range of processes. Teamwork and coaching/training. Passion for delivering excellent customer experiences. Confident in taking decisions.
This role is commutable from: Stone, Stafford, Newcastle under Lyme, Cheadle, Yarnfield, Eccelshall, Woore, Rugeley, Stoke on Trent, Uttoxeter, Abbots Bromley, Keele, Penkridge and surrounding areas.
Ideal Experience: Senior Customer Experience, Senior Sales Admin, Senior Customer Service, Team Senior, Internal Account Manager.
Hours: Monday – Thursday, 9:00 am – 5:00 pm; Friday 8:00 am – 4:00 pm.
Salary: £28,500 per annum.
Senior Customer Experience Specialist. Job in Stone LilyLifestyle Jobs employer: United Cerebral Palsy of Georgia
Join a well-established global manufacturing business in Stone as a Senior Customer Experience Specialist, where you will thrive in a supportive and dynamic work culture that prioritises employee growth and development. With a focus on operational excellence and customer satisfaction, you'll have the opportunity to lead a team, drive KPIs, and receive ongoing coaching to enhance your skills. Enjoy a competitive salary, a collaborative environment, and the chance to make a meaningful impact within a niche industry.
Contact Details:
United Cerebral Palsy of Georgia Recruitment Team
StudySmarter Expert Advice🤫
We think this is how you could land Senior Customer Experience Specialist. Job in Stone LilyLifestyle Jobs
✨Tip Number 1
Network like a pro! Reach out to your connections in the industry and let them know you're on the hunt for a Senior Customer Experience Specialist role. You never know who might have the inside scoop on job openings or can put in a good word for you.
✨Tip Number 2
Prepare for those interviews by practising common questions related to customer experience and operational rigour. We recommend doing mock interviews with friends or using online resources to get comfortable with articulating your skills and experiences.
✨Tip Number 3
Showcase your passion for customer service during interviews. Share specific examples of how you've gone above and beyond to deliver excellent customer experiences. This will help you stand out as a candidate who truly cares about 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 genuinely interested in joining our team at Stone LilyLifestyle.
We think you need these skills to ace Senior Customer Experience Specialist. Job in Stone LilyLifestyle Jobs
Some tips for your application 🫡
Tailor Your CV:Make sure your CV is tailored to the Senior Customer Experience Specialist role. Highlight your experience in customer service and any leadership roles you've had. We want to see how your skills align with our needs!
Craft a Compelling Cover Letter:Your cover letter is your chance to shine! Use it to explain why you're passionate about delivering excellent customer experiences and how you can contribute to our team. Keep it engaging and relevant to the job description.
Showcase Your Communication Skills:Since communication is key in this role, make sure your application reflects your ability to communicate effectively. Use clear language and structure your application well. We love a good, organised presentation!
Apply Through Our Website:Don't forget to apply through our website! It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it’s super easy to do!
How to prepare for a job interview at United Cerebral Palsy of Georgia
✨Know Your Customer Experience Stuff
Make sure you brush up on your customer service principles and best practices. Be ready to discuss how you've handled customer complaints in the past and what strategies you've used to ensure satisfaction. This role is all about delivering an excellent experience, so show them you know what that means!
✨Demonstrate Operational Rigour
Since this position involves driving operational rigour, come prepared with examples of how you've met or exceeded KPIs in previous roles. Think about specific metrics you’ve improved and how you ensured accuracy in order processing. They’ll want to see that you can take ownership and lead a team effectively.
✨Communication is Key
You’ll need to communicate with both internal teams and external customers, so practice articulating your thoughts clearly. Prepare to discuss how you’ve managed communication in high-pressure situations, especially when dealing with escalations or complex orders. Show them you can keep everyone in the loop!
✨Be Ready for Team Dynamics
As a Senior Customer Experience Specialist, you'll be leading a team. Think about your coaching style and how you’ve supported team members in the past. Be ready to share examples of how you’ve provided constructive feedback and fostered a collaborative environment. They’ll want to see your passion for developing others!
