Customer Experience Specialist

About the role

We are looking for a Customer Experience Specialist to join our permanent team in Guildford. You will be a key member of the Customer Care Team, delivering friendly, trustworthy and customer‑centric service across phone and email channels.

Key responsibilities

• Serve as the primary point of contact for customers, handling enquiries and providing accurate information.
• Respond promptly and professionally to inbound calls and service emails.
• Resolve queries efficiently while maintaining quality standards.
• Route complex issues to the appropriate department and escalate when necessary.
• Collaborate with internal teams and external customers to action requests.
• Process administrative tasks and manage the customer portal.
• Provide feedback on customer issues, concerns and trends to management.

Required profile

• Previous experience delivering phone‑based customer support with high satisfaction levels.
• Strong verbal communication and ability to build rapport quickly.
• Basic understanding of the financial sector.
• Excellent organisational skills and attention to detail.
• Proactive ownership of queries through to resolution.

Required skills

• Microsoft Office (Word, Excel, Outlook)

What we offer

• Hybrid working (3 days office, 2 days remote).
• 37.5‑hour week (8.30 am – 5 pm).
• Salary between £28,000 and £30,000 per year.