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Customer Experience Executive
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:
Client & Learner Support
- 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 escalate defects or suggestions from clients and learners to relevant teams.
Communication, Sales & Escalation
- 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.
Desirable Experience
- 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.