Customer Experience Specialist

About Aspire

At Aspire Technology Solutions, we look for dynamic individuals who want to work for one of the fastest growing IT and Cyber Security providers in the UK. Our mission is to deliver technology like no other. This is an exciting time to join us on our journey as we continue to grow and expand.

We are recruiting a customer-oriented service analyst to join our growing Customer Experience team. Aspire constantly seeks to improve and innovate our customers’ experience while delivering leading‑class IT services.

The Customer Experience Specialist will play a pivotal role in ensuring customers have a positive and seamless experience with our products and services, acting as the initial point of escalation for customer queries and working closely with other departments to drive service improvements. The role also involves front‑of‑house responsibilities such as greeting visitors and providing reception cover.

• Managing incoming calls from customers.
• Providing progress updates on existing support incidents.
• Investigating and managing customer billing queries.
• Acting as a point of escalation for customer queries or concerns.
• Managing day‑to‑day issues associated with services and ensuring delivery in line with agreements and targets.
• Gathering and following up on customer feedback after incidents, service requests and projects.
• Investigating and responding to customer complaints and high‑impact incidents.
• Supporting front‑of‑house operations including reception cover, greeting visitors, assisting with annual travel coordination, meeting room setup, and other core tasks as required.

• A clear understanding of the importance and value of delivering high quality customer care.
• Previous experience working in a customer service environment.
• An enthusiastic, committed, and flexible approach to work.
• The ability to work to deadlines and remain calm under pressure.
• Excellent written and verbal communication skills.
• A motivated attitude with the ability to work independently and prioritise tasks.
• Exceptional collaboration skills to help drive service improvements.
• Excellent problem‑solving ability.
• Previous experience dealing with customer complaints.

Although not essential, a basic understanding of how IT services are delivered and previous experience in the technology sector will be an advantage.

We understand you may not have all qualifications and experiences we consider key; we provide continuous learning and development. We look for passion, eagerness to learn, drive, and alignment with our values.

£24,600 – £26,000 per annum (depending on experience).

• Travel benefits including free parking, subsidised travel passes, and more.
• Health Cash Plan.
• Cycle to Work Scheme.
• Network Benefits.
• Employee Assistance Programme.
• Enhanced Annual Leave Entitlement (increasing with length of service).
• Enhanced Maternity, Paternity and Parental Schemes.
• Enhanced Pension Scheme.
• Tech Purchase Scheme.
• Electric Vehicle Salary Sacrifice Scheme.
• Employee referral scheme.
• New business referral scheme.
• Discounted Gym Membership.
• Life Assurance and Critical Illness cover.

You will be based at Aspire’s Gateshead head office, with travel as necessary to meet business requirements.

Full time (37.5 hours per week), Monday to Friday, 8:30 am – 5 pm. Some flexibility may be required to cover staff holidays and increased demand.

Aspire is an equal‑opportunity employer committed to a culture that respects and values differences, promotes dignity, equality and diversity, and encourages individuals to develop their true potential.

• Shortlisted candidates invited to a pre‑screening call via Teams.
• Successful candidates invited to an interview with the Hiring Manager.
• If successful, an informal interview with key stakeholders to meet the wider team.

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