At a Glance
- Tasks: Be the voice of the customer, ensuring their experience is top-notch from onboarding to support.
- Company: Fast-growing IT and Communications managed services provider with a dynamic culture.
- Benefits: Part-time hours, structured training, and opportunities for personal growth.
- Other info: Flexible work schedule with a focus on collaboration and development.
- Why this job: Join a supportive team and make a real difference in customer experiences.
- Qualifications: Strong organisational skills and a genuine customer-first mindset.
Our client, a fast‑growing IT and Communications managed services provider, is looking for a Customer Experience Representative to join their team part‑time, 2.5 days per week (Wednesday to Friday). This is a great opportunity for a customer‑focused individual to join a dynamic, fast‑paced environment, acting as the primary point of contact for a portfolio of customers — owning their experience from onboarding through to day‑to‑day support and issue resolution.
The Role
You’ll be the voice of the customer within the business, proactively engaging clients to understand their experience, spot potential issues early, and see them through to resolution. You’ll also play a key role in onboarding new customers, ensuring they’re set up for success and provided with the right information from day one.
Key Responsibilities
- Own the overall customer relationship, acting as customer advocate
- Proactively assess satisfaction, flag issues, and attend service review calls
- Drive smooth onboarding: account setup, contracts, welcome packs, and introductions to the team
- Support renewal processes with service performance data
- Take ownership of customer issues and escalations through to resolution
- Handle requests via email, phone, and web within SLA, prioritising by severity and impact
- Liaise with internal teams and suppliers; process changes, cancellations, and returns
Performance & Admin
- Maintain accurate records and conduct regular ticket reviews
- Own performance reporting for assigned accounts
- Contribute to the knowledgebase and participate in an out‑of‑hours support rota
- Adhere to Information Security and Health & Safety policies
What We’re Looking For
- Strong organisational skills and attention to detail
- A genuine customer‑first mindset and confident problem‑solving ability
- Resilience and adaptability in a fast‑paced environment
- Prior experience in customer service, account management, or customer success (IT/Communications experience a plus)
What’s on Offer
- Part‑time role: 2.5 days per week (Wed–Fri)
- Opportunity to grow within a technology‑led business
- Structured personal development and training support
- A collaborative, supportive team culture
Customer Experience Specialist employer: Via
Join a dynamic and ambitious team in Glasgow, where your leadership will directly shape the future of a fast-growing business in the sports and hospitality sector. With a strong focus on employee development, you'll enjoy a vibrant work culture that encourages innovation and collaboration, alongside a competitive salary and an impressive benefits package including uncapped commission and opportunities for progression. This is more than just a management role; it's a chance to make a meaningful impact while enjoying a supportive environment that values your contributions.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Experience Specialist
✨Connect with the Community
Get involved in customer support communities online! Platforms like Reddit and specific Facebook groups can be goldmines for sharing opportunities and tips. You can find out about part-time roles that might not even be advertised yet — it's all about who you know!
✨Attend Local Job Fairs
Job fairs are perfect for snagging part-time gigs! Keep an eye out for local hiring events and career expos in your area. It’s a brilliant chance to meet representatives from companies like Via and show off your personality in person.
✨Boost Your Visibility
Showcase your skills in online customer support forums or by offering help on platforms like Zendesk Community. A strong online presence can catch the eyes of recruiters and hiring managers looking for genuinely passionate candidates.
✨Apply Directly Through Us!
Don’t forget, applying through our website is one of the best ways to catch our attention. Tailor your application for the part-time customer support role at Via and let us see your personality shine through!
We think you need these skills to ace Customer Experience Specialist
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, communication is key! Make sure your CV and cover letter highlight your ability to clearly convey information and resolve issues. Use examples that illustrate how you've helped customers or colleagues in the past.
Demonstrate Your Problem-Solving Abilities:Employers want to see how you tackle challenges. Include specific instances where you resolved a tough issue for a customer or improved a process. Real life scenarios are a great way to showcase your critical thinking and adaptability.
Tailor Your Application to Part-Time Work:Since this is a part-time role, be upfront about your availability in your cover letter. Highlight how you can balance work with your other commitments. It shows you're organised and committed to making the role work for both you and Via.
Get Familiar with Our Brand:Before applying, take some time to learn about Via and our approach to customer support. Mention in your cover letter why you're excited about supporting our customers specifically. It’ll show your enthusiasm and that you've done your homework!
How to prepare for a job interview at Via
✨Show Off Your Communication Skills
In customer support, being able to communicate clearly and effectively is key. During the interview, make sure to demonstrate your listening skills and your ability to explain solutions simply. Use examples from past experiences where you resolved customer issues successfully.
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like ticketing systems (think Zendesk or Freshdesk) and chat software. If you’ve used any of these in previous roles or during your studies, be ready to chat about your experiences. Showing you can hit the ground running with these tools will impress Via.
✨Highlight Your Flexibility
Since this is a part-time role, emphasise your ability to adapt to different shifts and your willingness to handle varying customer volumes. Share any experiences where you thrived in a fast-paced environment or juggled multiple tasks, which can highlight your time management skills.
✨Prepare for Scenario-Based Questions
Interviewers often love scenario-based questions in customer support roles. Be ready to tackle common customer situations, like how you'd handle an unhappy customer. Practising responses to these scenarios will showcase your problem-solving ability and customer service mindset, which Via will surely appreciate.
