Customer Experience Specialist

Customer Experience Specialist – Milton Keynes

We are looking for a proactive Customer Experience Specialist to join our forward‑thinking financial services organisation based in Milton Keynes. The role is hybrid, offering a supportive environment and a clear career progression.

Key Responsibilities:

• Make outbound and receive inbound calls to discuss and resolve overdue payments.
• Communicate with customers through SMS, email and online chat.
• Offer practical, FCA‑compliant solutions to customers in financial difficulty.
• Make informed decisions that balance customer needs and business objectives.
• Maintain high standards of service, professionalism, and compliance.
• Ensure full adherence to internal procedures and FCA regulatory requirements.
• Support wider business teams when required.

Ideal Candidate:

• Previous experience in Collections, Credit Control or Financial Services customer support.
• Strong understanding of FCA regulations and Treating Customers Fairly (TCF).
• Confident handling sensitive or difficult conversations with empathy and resilience.
• Excellent verbal and written communication skills.
• Strong IT skills, including proficiency in Microsoft Office.
• Ability to prioritise workload, work well under pressure, and maintain attention to detail.
• A proactive, positive attitude with a willingness to go above and beyond.

What’s On

Offer:

• Competitive base salary.
• Amazing annual bonus scheme.
• Guaranteed annual salary review.
• Clear career progression opportunities within a growing business.
• Hybrid working model.
• Comprehensive benefits package including private healthcare and discounted gym memberships.
• Ongoing training and development within a supportive environment.
• A collaborative culture that values innovation and continuous improvement.

All applicants will be subject to basic criminal record and credit checks in line with UK government pre‑employment screening standards.

Responsibilities:

• Respond promptly and professionally to customer inquiries regarding software functionality, technical issues and account management.
• Diagnose and resolve software‑related problems for a diverse user base.
• Provide clear, step‑by‑step guidance via phone, email and live chat.
• Document all interactions, issues and resolutions accurately in the CRM system.
• Collaborate with engineering and product teams to report bugs and suggest improvements.
• Develop and maintain knowledge base articles and FAQs.
• Assist with user onboarding and provide training on product features.
• Identify trends and proactively suggest solutions to improve customer experience.
• Contribute to team goals and objectives, aiming for high customer satisfaction.
• Manage multiple support requests simultaneously while maintaining accuracy and attention to detail.

Qualifications:

• Proven experience in a customer support or technical helpdesk role, preferably with SaaS products.
• Excellent communication skills, both written and verbal.
• Strong problem‑solving and analytical abilities.
• Proficiency with CRM software (e.g., Zendesk, Salesforce Service Cloud) and ticketing systems.
• Ability to work independently and manage time effectively in a remote work environment.
• A patient, empathetic, and customer‑centric attitude.
• Familiarity with common web technologies and software applications.
• High school diploma or equivalent; further education or certifications in IT or a related field are a plus.
• Ability to adapt quickly to new software and technologies.

This is an excellent opportunity to build a career in customer support within a dynamic tech company, working remotely from anywhere in the UK. We offer a supportive team environment, continuous learning opportunities and competitive compensation.

Key Responsibilities:

• Manage a portfolio of key customer accounts, ensuring high satisfaction and retention.
• Develop and execute customer onboarding plans.
• Provide proactive technical support and address inquiries efficiently.
• Identify and pursue opportunities for account growth (upselling and cross‑selling).
• Conduct regular business reviews with clients to ensure…