Customer Experience Specialist

Job title

Customer Experience Specialist

Location 

Birkenhead

Division

Customer Services Unit (CSU)

Reporting to

Customer Experience Manager

Job Purpose (Advert wording)

As a Customer Experience Specialist, you’ll learn how to support customers throughout their project journey. You’ll gain handson experience in customer service, including answering queries, providing updates, and ensuring a smooth process from start to finish. This role consists of practical training, supported by mentoring and a friendly team. We value curiosity and adaptability, so you’ll be encouraged to ask questions, embrace new challenges, and grow your skills while working within industry regulations.

Key Responsibilities:

• Learn how to manage customer accounts and support their journey.

• Assist with customer queries and provide updates by phone and email.

• Make welcome calls and follow-up calls to help customers feel supported.

• Work with different teams (sales, surveying, technical) to understand how we deliver great service.

• Learn to use internal systems to update customer information accurately.

• Support customers with using online tools and answer related questions.

• Help review files and documentation to ensure everything is complete.

• Take ownership of tasks and complete with guidance from your manager.

• Contribute to team goals and learn how performance targets are achieved.

• Show collaboration by working closely with colleagues and sharing ideas.

• Comply at all times with the requirements of the Financial Services and Markets Act 2000 and FCA Rules.

• Commit to staying within the Customer Services team for the duration of your apprenticeship.

Skills & Experience 

• A positive attitude and willingness to learn 

• Previous Customer Service Experience is desirable 

• Good communication skills and an interest in helping customers.

• Basic computer skills (Word, Excel, Outlook) or willingness to learn.

• Ability to stay organised and manage time effectively.

• Curiosity to learn and courage to try new approaches.

Qualifications and Educational Requirements: