Customer Experience Specialist

Customer Experience Specialist

10114|GRENKELEASING Ltd.|UK

Location:

Guildford, Surrey, GU1 1UN
.

Reports To:

Team Leader, Customer Experience

Job:
You will ensure an excellent and valuable customer experience as the first point of contact. Your day will include taking inbound calls, making outbound calls, handling email queries for all sales branches, performing straightforward administrative tasks, and managing the customer portal. Queries outside the remit of the role will be forwarded to or escalated to the appropriate department.

• Be the central contact for lease customers, taking ownership of their needs and delivering an exceptional experience.
• Respond promptly and professionally to customer enquiries via inbound calls and service emails.
• Provide knowledgeable assistance to resolve queries accurately and efficiently, ensuring quality standards.
• Maintain a solutions‑oriented approach to challenges, ensuring efficient and effective problem resolution.
• Route calls to specific departments when queries are outside the team’s responsibilities.
• Collaborate with internal departments or external customers to action customer requests successfully.
• Process administrative tasks and manage the customer portal.
• Escalate customer issues to the appropriate department or management team as appropriate.
• Provide feedback to management on customer issues, concerns and trends.

• Previous experience delivering customer support via phone, ensuring high levels of satisfaction through clear communication.
• A strong communicator who is confident engaging with customers over the phone and able to build rapport quickly and professionally.
• Basic knowledge of the financial sector.
• Passion for customer service and driven to achieve first contact resolution by putting the customer first.
• Demonstrate exceptional organisational skills and the ability to handle multiple responsibilities with efficiency and accuracy.
• Excellent written and verbal communication skills.
• Take pro‑active ownership of a customer query through to resolution.
• Problem‑solving mentality with attention to detail.
• IT literate with a good knowledge of Microsoft Office products.