Customer Experience Specialist

About the role

We are seeking a motivated Customer Experience Specialist to join our friendly team in Guildford. You will be the first point of contact for customers, guiding them through their journey and ensuring every interaction is handled with care, clarity, and efficiency.

Key responsibilities

• Serve as the central contact for customers, managing their journey from initial inquiry to resolution.
• Handle inbound and outbound calls, as well as service‑related emails.
• Respond to information requests and support queries across regional sales branches.
• Resolve issues directly or escalate them appropriately within the business.
• Perform administrative duties and manage customer interactions via the company portal.
• Collaborate with other departments to ensure timely and accurate service delivery.
• Provide valuable customer insights to the management team.

Required profile

• Proven experience in a phone‑based customer service role.
• Proactive, solutions‑focused mindset with strong attention to detail.
• Excellent written and verbal communication skills.
• Confidence using Microsoft Office applications.
• Team‑oriented with the ability to manage your own workload.

Required skills

• Microsoft Word
• Microsoft Excel
• Microsoft Outlook

What we offer

• Hybrid working model (3 days in the office, 2 days remote).
• Free on‑site parking, kitchen facilities, and showers.
• Supportive training and onboarding process.
• Collaborative, inclusive team culture with clear progression opportunities.