Customer Experience Specialist

About the role

An exciting opportunity has arisen for an experienced Customer Experience Specialist to join a busy, customer‑focused contact centre in Newcastle upon Tyne. The role is ideal for individuals who thrive in fast‑paced environments and are passionate about delivering outstanding service.

Key responsibilities

• Resolve customer queries efficiently at first contact, delivering a first‑class experience.
• Handle a high volume of inbound calls (typically 150+ per day).
• Meet quality‑assurance, compliance and customer‑satisfaction targets.
• Participate in ongoing training, coaching and personal‑development activities.
• Collaborate with colleagues to achieve team objectives.
• Identify customer trends and escalate technical issues to support business improvements.
• Ensure adherence to all legal, regulatory and compliance requirements.

Required profile

• Previous experience in a customer service or contact‑centre environment.
• Excellent verbal communication and interpersonal skills.
• Strong customer‑focused approach with a passion for service excellence.
• Good IT and computer literacy.
• Ability to work effectively in a fast‑paced, target‑driven setting.
• Positive, flexible attitude and strong team‑working skills.
• Willingness to learn and continuously develop.

Required skills

What we offer

• Flexible shift patterns including full‑time, late, 4‑day and part‑time options.
• 12‑month initial contract with the possibility of extension.
• Supportive, inclusive workplace that values diversity.