Overview
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, support both online and face‑to‑face training administration, and 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.
Responsibilities
- Respond promptly and professionally to client and learner issues via telephone, email and CRM tickets.
- Provide clear, accurate information on training, services and updates during all calls.
- Resolve client or learner concerns and issues.
- 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.
- 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.
- 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.
Qualifications
- Strong communication skills, excellent phone etiquette and a solutions‑focused mindset.
- 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.
Benefits
Competitive package: £35,000 base salary, 33 days of paid holiday and performance‑related bonus.
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