Customer Experience Agent; Multichannel Job Leeds area,England UK,Customer Service/HelpDesk

Position: Customer Experience Agent (Multichannel)

Our Customer Experience Team is here to make selling to feel simple, reassuring and straightforward
Based in Leeds, the team supports customers throughout their journey with us, answering questions, solving problems and making sure people understand what is happening with their items
We speak to customers across phone, email, webchat and other digital channels, working together and with teams across to find answers, resolve issues and deliver a consistently good customer experience
As a Multichannel Customer Experience Agent, you’ll be one of the people our customers turn to when they need information, reassurance or support
You’ll manage customer conversations across phone, email, webchat and other digital channels, helping people understand what is happening at each stage of their journey and resolving enquiries wherever possible
Some conversations will be straightforward. Others will need you to investigate what has happened, work with another team or support a customer through a more difficult situation. You’ll take ownership rather than simply passing an issue on, while knowing when something needs to be escalated
Every interaction is an opportunity to build trust. By listening carefully, communicating clearly and getting things right, you’ll help make the experience simple, transparent and genuinely customer-focused
What success looks like:
Customers receive clear, accurate and helpful support regardless of how they choose to contact us
Enquiries are resolved as quickly and completely as possible, with customers kept informed when further investigation is needed
Customer conversations and case information are recorded accurately and consistently
Conversations are handled confidently across phone, email, webchat and other channels while maintaining quality and attention to detail
Difficult or sensitive conversations are handled calmly, respectfully and with appropriate ownership
Customer information is handled carefully and in line with data protection and internal requirements
Recurring customer issues and feedback are identified and shared so we can improve our processes and customer experience
Agreed service, quality and productivity expectations are consistently met while maintaining a positive customer experience
Respond to customer enquiries across phone, email, webchat and other digital channels, adapting your communication to the customer and situation
Provide clear and accurate information about ’s services, processes and customer journey so customers understand what happens next
Listen carefully to customer concerns, ask the right questions and identify the information needed to reach an appropriate resolution
Handle difficult conversations professionally, using appropriate de-escalation and conflict-resolution techniques where needed
Keep customers informed when an enquiry requires further investigation rather than leaving them unsure about what is happening
Take ownership of customer enquiries from initial contact through to resolution wherever possible
Investigate issues using the systems, information and resources available before escalating to another team
Work with colleagues across to resolve more complex customer cases and make sure actions are followed through
Escalate appropriately when an issue requires specialist support, additional authority or further investigation
Maintain clear and accurate case notes so the history, actions and outcome of an enquiry can be easily understood
Record customer interactions accurately and handle personal information in line with data protection requirements and internal standards
Navigate multiple systems and platforms confidently so different contact types can be managed efficiently
Follow agreed customer processes and quality standards while…