Customer Experience Representative

About the role

As a Customer Experience Representative, you will play a key role in delivering exceptional service to our customers, providing the primary customer relationship and interface for overall service experience. You will perform the role of customer advocate in Cloud Clevr, proactively engaging customers to assess experience and identify potential issues taking ownership and managing through to resolution.

You will be responsible for on-boarding new customers ensuring readiness across internal systems and teams, plus providing customers with necessary information such as welcome packs. You will manage customer queries, coordinating with suppliers and internal teams, prioritising multiple requests through to resolution. Strong organisational skills, attention to detail, and a customer-first approach are essential, along with the ability to problem-solve and build strong long-term relationships.

This role offers the opportunity to work in a fast-paced IT and Communications environment, where agility and resilience are key to success.

• Perform the primary customer relationship & interface for overall experience
• Ensure a positive Cloud Clevr experience & engagement for each customer
• Perform the role of customer advocate within Cloud Clevr
• Proactively engage customers to frequently assess experience & identify potential issues
• Regularly attend service review calls or meetings with customers & vendors as required with focus on overall customer experience
• Take ownership to collate information in a supporting role for service review calls or meetings working with other departments as required
• Take ownership to collate service performance information in a supporting role related to customer renewals working with other departments as required

• Drive a positive customer experience from initial engagement with Cloud Clevr
• Ensure full setup of new customers across systems is completed as per process working with other departments as required
• Take ownership for preparing & sending customer contracts (MFA)
• Proactively engage new customers to introduce the role of Customer Experience team, key contacts, and engagement model
• Provide customers with access to up-to-date key information & welcome packs

• Proactively identify & track customer experience or service issues
• Proactively monitor & manage any negative customer feedback on tickets
• Take clear ownership of customer problems & manage through to resolution within Cloud Clevr
• Document experience issues & frequently update customer on progress of resolution plan
• Ensure effective management of escalated requests
• Perform periodic customer ticket reviews as required to ensure open tickets are proactively managed

• Handle customer requests raised via email, phone, or web within SLA ensuring these are accurately logged in internal systems
• Respond to customer requests in a professional & timely manner within process ensuring accurate information in response
• Prioritisation of multiple requests raised based on customer, severity, & business impact
• Escalation of requests working closely with other teams & suppliers to ensure seamless support & service delivery
• Perform approved customer change requests on supplier portals
• Handle processing of service cancellations or device returns as per process

• Perform periodic internal ticket reviews to ensure open tickets are frequently updated
• Proactively engage customers dealing with complaints or cease requests
• Take ownership of performance reporting for aligned customer accounts

• Accurately record activity on business systems in a timely manner
• Accurately record customer, service & asset information on business systems
• Proactively contribute to a customer knowledgebase & internal documentation
• Participate in the support out-of-hours rota according to process & SLAs
• Ensure any relevant service notifications are communicated to customers
• Perform the role of Customer Success as per specification as required (overlay)

• Adherence to all Group Information Security policies and procedures in all aspects of your job role, with emphasis on confidentiality, integrity and availability of information assets

• Have a duty to take care of your own health and safety and that of others who may be affected by your actions at work

• Delivery of objectives & key results within agreed time frames
• Responsibility for mapping a…