Location: Field Based
Salary: Up to £38,000 + Car allowance
As a Customer Excellence Specialist, you will play a key role in helping our existing customers get the most value from the features and solutions available to them.
This is a field-based, customer-facing role focused on increasing adoption, improving engagement and ensuring customers are using our solutions effectively within their day-to-day workflows.
Working within the Customer Experience team and reporting to the Customer Excellence Manager, you will work closely with Customer Success and Training to identify customers who would benefit from additional support and deliver targeted, practical interventions that improve how they use our solutions.
Role responsibilities:
- Support the delivery of the Customer Excellence strategy by increasing feature and solution adoption across our existing customer base.
- Identify customers with low or underdeveloped usage and work with them to improve adoption.
- Deliver targeted customer engagement activities designed to increase utilisation and demonstrate value.
- Drive measurable and sustained improvements in customer usage, engagement and adoption.
- Maintain a strong field presence, regularly visiting customers to support adoption and optimisation.
- Conduct face-to-face customer sessions to understand current usage, identify challenges and agree practical improvement plans.
- Build strong relationships with customers, becoming a trusted point of contact for improving their use of our solutions.
- Prioritise customer engagement activity in line with agreed objectives and guidance from the Customer Excellence Manager.
- Contribute to wider customer retention, satisfaction and growth objectives through improved product adoption and engagement.
- Maintain accurate and detailed records of customer visits, adoption activities, agreed actions and outcomes.
You are going to enjoy this job if you also…
- Have a passion for helping customers get the most from technology and services.
- Enjoy working directly with customers and making a visible difference to how they use our solutions.
- Like building strong relationships and becoming a trusted advisor.
- Enjoy explaining technology in a clear, practical and engaging way.
- Are naturally curious and enjoy understanding how customers work and identifying ways to improve their experience.
- Take satisfaction from seeing customers adopt new features and achieve better outcomes.
- Enjoy being out in the field, meeting different customers and managing a varied workload.
- Thrive in a collaborative environment where sharing knowledge and continuous improvement are encouraged.
- Are motivated by achieving measurable results and making a positive impact.
Skills Required:
- Experience in Customer Success, Customer Experience, Customer Adoption, Training, Account Management or a similar customer-facing role.
- Confidence working face-to-face with customers and building strong professional relationships.
- The ability to explain complex functionality in a clear, simple and practical way.
- A proactive approach to identifying customer needs and resolving barriers to adoption.
- The ability to influence customer behaviour and encourage positive changes in working practices.
- Good organisational and time-management skills, with the ability to manage a varied, field-based workload.
- Confidence using customer data and insights to identify opportunities and measure improvements.
- A customer-focused mindset with a strong commitment to delivering excellent service.
- Clean Driving License
- DBS Check will be required
Benefits:
- 25 Days Holiday
- Birthday Day Off
- Buy Holiday Scheme
- Cycle to Work Scheme
- Winter Flu Jabs
- Free On-Site Parking
- Learning and development budget with Professional Qualification Support
- Social benefits (paid social events)
- Employee Assistance Program
- Discount on Health Insurance
- Annual Salary Review
- Enhanced Company Sick Pay
- Monthly pizza in the office (Hybrid employees) / coffee voucher (Remote employees)
- SCG Mobile Benefit
- Employee Referral Bonus
- Pension Scheme
SCG is proud to be an equal opportunities employer.
We welcome applications from all parts of the community and are committed to upholding the principles of the Equality Act 2010.
We are committed to supporting applicants with disabilities. We will endeavour to make necessary adjustments to ensure a fair and accessible recruitment process.
Customer Excellence Specialist in Essex employer: X-On Health
X-on Health is an exceptional employer that prioritises employee growth and development, offering a dynamic work culture that fosters collaboration and innovation. Located in Melton, Woodbridge, the company provides a hybrid working model, allowing for flexibility while ensuring that team members are supported in their professional journeys. With a strong focus on financial strategy and sustainability in the UK primary care market, employees can expect meaningful contributions to both their careers and the community.
