Customer Experience Associate

Organisation: ESPO

Work Location: Barnsdale Way, Grove Business Park, Enderby, Leicestershire, LE19 1ES

Salary: Grade 7 £26,832 - £28,146 Per annum (Pro rata for part time)

Working Hours: 37 per week

Contract Type: 12 Months Fixed Term

Do you have a passion for delivering excellent customer experience? If so, you could be exactly what we are looking for.

We have an exciting opportunity to join ESPO's busy, fast paced, Customer Experience Team based in Leicester.

About the Role

Our Customer Experience Team is the first point of contact for our customers. The role involves dealing with a wide range of customer enquiries, including taking and entering new orders, general customer enquiries, product and account advice, and more.

You will liaise directly with our customers, internal teams and third‑party support partners to achieve the best outcome for our customers.

The role is both challenging and rewarding. We need people who can work at pace, make sound decisions and work as part of a team.

You will have experience of working in a customer service environment, be able to build rapport, accurately record information and problem‑solve, with a genuine desire to help customers.

Great verbal and written communication skills are essential, as is a positive, flexible and resilient mindset with the ability to work collaboratively with colleagues throughout our organisation.

About You

To apply for this post, you must:

• Minimum of 4 GCSEs A–C grades including English Language, or an equivalent level of qualification or demonstrable experience.
• Experience of handling a high volume of customer enquiries by phone and email in a contact centre or fast‑paced customer service environment.
• Clear understanding of how to deliver excellence in customer service and good understanding of working in a retail environment; ability to utilise information and technology to resolve issues.
• Excellent verbal and written communication skills.
• Take ownership and resolve enquiries for customers.
• Excellent IT skills, including experience working with complex systems and databases to interrogate, record and resolve customer enquiries. Ability to accurately enter customer data.
• Experience of managing workload and achieving targets.

We also expect you to share our commitment to our values and provide evidence of how you have demonstrated them as part of the interview process.

What we offer

• Flexible working opportunities and access to an employee benefits portal with a car lease scheme.
• 25 days annual leave plus bank holidays (increasing to 30 days after 5 years’ service) and a scheme to buy additional leave.
• Local Government Pension Scheme with a generous employer contribution.
• Opportunities for learning and development.
• Great office location next to Fosse Park, with free on‑site parking and easy access to the M1 and M69.

Interested in Flexible Working?

We are open to discussions about flexible working, which may include part‑time working, job sharing, term‑time working, flexible start and finish times, and hybrid working, depending on the requirements of the role and the service.

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