Customer Experience Specialist

Customer Experience Specialist – Xero, Milton Keynes

Location:

Milton Keynes, England, United Kingdom

As a CX Specialist, you will be a passionate Xero brand ambassador, responsible for providing timely, high‑quality support and guidance to customers of all levels, from beginners to experts. This includes support for accounting and bookkeeping queries.

You will deliver consistently high customer satisfaction across all contact channels by demonstrating empathy, actively listening, and effectively resolving inquiries.

• Provide timely, high‑quality support and guidance to customers across all channels (phone, email, chat).
• Proactively engage with customers to help them maximise the benefits of Xero.
• Make proactive and reactive outbound calls to manage and resolve customer inquiries.
• Manage customer inquiries through to resolution, accurately recording case details in the case management system (e.g., Salesforce).
• Escalate unresolved issues appropriately while keeping customers informed.
• Stay up to date with Xero product changes and training.
• Achieve quality and productivity targets, ensuring best‑in‑class customer experiences.

We are looking to add Customer Experience Specialists who will work one of the following schedules:

• Monday through Friday, 10:30 AM – 19:00 PM
• Tuesday through Saturday, 10:30 AM – 19:00 PM
• Sunday through Thursday, 10:30 AM – 19:00 PM

Note: The anticipated start date will be in February and March 2026.

• Prior experience in a service environment, meeting service levels and quality targets.
• Proven problem‑solving and resolution skills.
• Clear and concise communication, both written and verbal.
• Comfort and confidence in making proactive and reactive outbound calls.
• Initiative, self‑management skills, and flexibility, embracing challenges and adapting quickly to change.
• Team player with willingness to assist and collaborate with other team members.

Apply even if your experience isn't a perfect match! At Xero, we hire based on your skills, passion, and the unique perspective you can bring to enhance our culture and team.