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For Companies At a Glance
- Tasks: Support clients and learners, ensuring a seamless experience while managing queries and proposals.
- Company: Purpose-driven organisation focused on upskilling care professionals for vulnerable individuals.
- Benefits: £35,000 salary, 33 days holiday, performance bonus, and growth opportunities.
- Other info: Join a supportive team in a central Manchester office with excellent career growth potential.
- Why this job: Make a real difference in the lives of vulnerable individuals while developing your career.
- Qualifications: Experience in customer service and strong communication skills are essential.
The predicted salary is between 28000 - 42000 £ per year.
Job Type:Permanent – Office based, Manchester
Salary:£35,000 + performance Related Bonus
About us
We are a passionate, purpose-driven organisation specialising in upskilling and supporting those who work directly with vulnerable children and adults in the children looked after and care sectors.
Our mission is to empower care professionals with the skills, confidence, and knowledge to provide the highest quality of care—ultimately transforming the lives of those they support. By joining us, you will not only make a tangible impact within our business but also help improve the lives of vulnerable individuals who rely on skilled, compassionate care.
The Role
We are seeking a proactive, professional, and detail-oriented individual to join our Customer Experience team as a Customer Experience Officer. In this role, you will act as the first point of contact for clients and learners, ensuring their journey with us is seamless, supportive, and of the highest standard.
You will handle client and learner queries, provide tailored training proposals, and support both online and face-to-face training administration. You will also play a key role in delivering demonstrations via zoom, updating stakeholders on product and service developments, escalating issues and suggestions, and maintaining the accuracy of our data systems.
Additionally, you will identify opportunities to cross-sell and up-sell relevant training services and products to clients, enhancing the overall customer experience and contributing to business growth.
Strong communication skills, excellent phone etiquette, and a solutions-focused mindset are essential.
Key Responsibilities
- Respond promptly and professionally to client and learner issues via telephone, email & CRM tickets.
- Provide clear, accurate information on training, services, and updates during all calls.
- Resolve client or learner concerns and issues.
Proposals & Demonstrations
- Prepare and deliver proposals tailored to client needs.
- Develop and present proposals for face-to-face training sessions.
- Conduct demonstrations to showcase our training services and solutions.
Account Management
- Act as a consistent point of contact for allocated client accounts, ensuring regular engagement and support.
- Build and maintain strong, long-term relationships with clients to drive satisfaction, retention, and loyalty.
- Monitor client activity, renewal dates, and contract performance, ensuring all commitments are fulfilled.
- Identify opportunities to expand relationships through proactive communication, training insights, and solution recommendations.
- Collaborate with internal teams to ensure a seamless client experience and timely delivery of agreed services.
- Provide management with regular feedback and updates on client health, risks, and potential growth opportunities.
Administration & Data Management
- Support the smooth administration of face-to-face training, including scheduling, documentation, and coordination.
- Maintain and cleanse databases to ensure accurate, up-to-date information.
- Record and elevate defects or suggestions from clients and learners to relevant teams.
- Ensure all communications are professional, courteous, and solution-focused.
- Keep stakeholders informed of updates during all interactions.
- Identify opportunities to cross-sell and up-sell additional training or services.
- Escalate issues, feedback, and ideas to management promptly and constructively.
About You
We’re looking for someone who:
- Proven experience in customer service, client relations, or learner support roles.
- Excellent listening, verbal, and written communication skills.
- Strong phone etiquette with the ability to build rapport quickly.
- Confident in delivering demonstrations and explaining proposals clearly.
- Highly organised, detail-oriented, and accurate in record-keeping.
- Ability to manage multiple tasks and priorities simultaneously.
- Proactive, solution-focused, and confident in escalating issues and suggestions.
- A collaborative team player with strong stakeholder engagement skills.
- Commercial awareness with experience in cross-selling or up-selling.
- Experienced and confident using CRM systems, email systems and live chat tools.
- Background in training, education, or care sectors.
- Experience preparing and delivering proposals.
- Familiarity with CRM or LMS systems for managing client and learner interactions.
- Knowledge of regulatory and safeguarding requirements.
What we offer
- Supportive Team: Join a mission-driven, collaborative workplace where compassion and excellence are core values.
- Meaningful Work: Play a vital role in supporting care professionals and enhancing learner and client experiences.
- Central Location: Work in a comfortable, accessible city-centre office.
- Competitive Package: £35,000 base salary, 33 days of paid holiday, plus Performance Related bonus.
- Growth Opportunities: The chance to grow your skills in sales, client engagement, and customer experience.
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Customer Experience Executive employer: Vocational Training Hub
Contact Detail:
Vocational Training Hub Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Experience Executive
✨Tip Number 1
Get to know the company inside out! Research their mission, values, and recent projects. This will help you tailor your conversations and show that you're genuinely interested in making a difference in the lives of vulnerable individuals.
✨Tip Number 2
Practice your communication skills! Since you'll be the first point of contact for clients and learners, being articulate and friendly is key. Try role-playing with a friend or family member to get comfortable with handling queries and delivering proposals.
✨Tip Number 3
Showcase your problem-solving abilities! Be ready to discuss how you've resolved issues in the past. Think of specific examples where you turned a negative experience into a positive one, as this will highlight your solutions-focused mindset.
✨Tip Number 4
Don't forget to follow up! After any interviews or meetings, send a quick thank-you email. It shows your appreciation and keeps you fresh in their minds. Plus, it’s a great opportunity to reiterate your enthusiasm for the role!
We think you need these skills to ace Customer Experience Executive
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your CV and cover letter for the Customer Experience Executive role. Highlight your relevant experience in customer service and how it aligns with our mission of supporting vulnerable individuals.
Showcase Your Communication Skills: Since strong communication is key for this role, use clear and concise language in your application. Don’t forget to demonstrate your phone etiquette and ability to build rapport in your examples.
Be Proactive and Solutions-Focused: We love candidates who can think on their feet! Share examples of how you've resolved client issues or improved customer experiences in the past. This will show us you have the right mindset for the job.
Apply Through Our Website: To make sure your application gets to us directly, apply through our website. It’s the best way to ensure we see your application and can consider you for this exciting opportunity!
How to prepare for a job interview at Vocational Training Hub
✨Know the Company Inside Out
Before your interview, take some time to research the organisation thoroughly. Understand their mission, values, and the specific services they provide. This will not only help you answer questions more effectively but also show your genuine interest in the role and the impact you can make.
✨Prepare for Common Scenarios
Think about the types of client and learner queries you might encounter in this role. Prepare examples from your past experience where you've successfully resolved similar issues. This will demonstrate your problem-solving skills and your ability to handle challenging situations with ease.
✨Showcase Your Communication Skills
Since strong communication is key for this position, practice articulating your thoughts clearly and confidently. You might even want to do a mock interview with a friend or family member to refine your phone etiquette and ensure you can build rapport quickly during the actual interview.
✨Highlight Your Organisational Skills
Being detail-oriented and organised is crucial for a Customer Experience Executive. Be ready to discuss how you manage multiple tasks and priorities. Share specific tools or methods you use to stay organised, as this will reassure the interviewer that you can handle the demands of the role.