Customer Experience Advisor
Customer Experience Team
Band C (£27,756), Swindon / Newport
UKSBS is a public sector shared service centre providing high quality HR, Payroll, Finance, Procurement and IT services and expertise to our partners. We are proud of the part we play in enabling our partners to achieve the best outcomes for the British people and the UK economy.
This is a great time to join UKSBS. As we continue to invest in and grow our Customer Experience capability, we are looking for a Customer Experience Advisor to join our Customer Experience team.
This is an excellent opportunity for an experienced, customer-focused problem solver who is passionate about improving customer journeys, resolving complex queries and complaints, and driving continuous improvement.
As a Customer Experience Advisor, you will take ownership of complaints, escalations, queries and feedback, working closely with subject matter experts and operational teams to ensure high-quality, consistent and timely responses for our customers.
The duties for this role include but are not limited to the following:
- Ownership of the successful resolution of complaints, compliments and comments, with the customer at the heart of each interaction
- Work with subject matter experts and operational teams to ensure a consistent, high-quality and customer-centred approach
- Produce customer-focused feedback responses in line with best practice and agreed service levels
- Capture and analyse root cause and complaint themes, working with Operational Excellence teams to identify continuous improvement opportunities
- Represent the Customer Experience team as a subject matter expert to support change requests and improvement activity
- Use customer insight to inform customer journey mapping, identifying pain points in key processes
- Support customer experience initiatives including surveys, feedback and reporting
- Support the maintenance of customer-facing content to enable effective self-service
- Manage and respond to complex queries within Customer Experience work queues
- Provide flexible support to the service, including ad-hoc projects in line with business priorities
To do this role well, you would need to demonstrate the following:
- Strong customer service and interpersonal skills
- Experience handling complaints, escalations and feedback across multiple channels
- Experience capturing and analysing root cause data to drive customer-focused improvements
- Ability to analyse data and insight to provide quality customer feedback
- Exposure to customer journey mapping and identifying process pain points
- Strong relationship management skills with internal and external stakeholders
- Ability to work collaboratively and manage competing priorities
The following would be advantageous but are not essential:
- Knowledge or experience of HR, Payroll, Finance or Procurement transactional services
- Experience working in a shared services or public sector environment
We are an inclusive and Disability Confident employer and welcome all applications.
UKSBS does not hold a Home Office Sponsor Licence under the UK Immigration System, therefore candidates are required to have eligibility to live and work in the UK prior to applying.
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