Customer Experience and Quality Specialist - Remote - UK Based in Wigan

The Customer Experience and Quality Specialist is responsible for delivering exceptional customer service across multiple communication channels, including webchat and email, while effectively managing and resolving customer complaints in line with company policies. The role also involves supporting customer-focused events and activities, conducting quality analysis, and performing audits to ensure compliance with established standards and procedures. This position plays a critical part in enhancing customer satisfaction, safeguarding service quality, and driving continuous improvement initiatives across the organisation.

Key Responsibilities

• Respond to customer enquiries promptly and professionally via webchat and email.
• Manage and resolve customer complaints in accordance with company policies and service standards.
• Support our third party relationship with HGS by day to day support, to include meetings and training when required.
• Conduct quality analysis of customer interactions to identify areas for improvement.
• Perform regular audits on HGS deliverables to ensure compliance with internal processes, policies, and regulatory requirements.
• Prepare reports and provide feedback to management on trends, risks, and opportunities for QA improvement.
• Collaborate with internal teams to ensure consistent service delivery and continuous improvement.
• Uphold company values and represent the organisation in a professional and customer-focused manner.

Skills and Competencies

• Communication Skills: Strong written and verbal communication skills, with the ability to convey information clearly and professionally.
• Customer Service Orientation: Demonstrated ability to handle customer enquiries and complaints with empathy, patience, and professionalism.
• Analytical Ability: Skilled in evaluating data and customer feedback to identify patterns, trends, and opportunities for improvement.
• Attention to Detail: High level of accuracy in handling communications, audits, and reporting.
• Problem-Solving Skills: Proactive in identifying issues and implementing effective solutions.
• Organisational Skills: Ability to manage multiple tasks, events, and priorities in a fast-paced environment.
• Team Collaboration: Strong interpersonal skills and ability to work effectively with colleagues across departments and other third party representatives.
• Adaptability: Flexible and resilient when managing change, with the ability to remain focused under pressure.
• Compliance Awareness: Understanding of audit processes, quality standards, and adherence to organisational policies.

Qualifications and Experience

• Previous experience in customer service, complaints handling, and quality assurance (essential).
• Experience in conducting audits or quality monitoring within a service environment (desirable).
• Strong proficiency in written communication, with experience handling webchat and email-based customer interactions.
• Proficiency in Microsoft Office Suite (Word, Excel, Outlook, PowerPoint).
• Demonstrated ability to manage multiple priorities and meet deadlines.

Reporting Line

This role reports directly to the Head of the UK Contact Centre.

Work Environment

Based on a remote working arrangement (WFH). You will work 9am-5pm, any 5 out of 7 days, (including weekends - you must have availability to work both Saturday & Sunday’s weekly), with occasional flexibility required to support events, holidays or business priorities. This role requires occasional evening work too.

Salary: £27,100 per annum