Customer Experience Specialist

Job Description: Customer Experience Specialist

An exciting opportunity has arisen for a Customer Experience Specialist at the Birmingham Assay Office.

Who we are

Since 1773, Birmingham Assay Office has been dedicated to a core mission: protecting the consumer and serving the trade with integrity, innovation, and independence. It’s what we do.

As our customer needs have grown and diversified, so have we. We provide many services from hallmarking jewellery and precious metals, valuations of jewellery, watches or silverware, expert analytical testing, and gemmological services where we identify, grade, and verify diamonds, gemstone, pearls and much more.

We have around 90 employees and we are located in the Jewellery Quarter in Birmingham which is the industry hub to more than 100 retailers in the jewellery industry.

About the role:

You’ll be part of a highly energised team who work hard and get the job done. Our business thrives and is successful when we all work together, so be prepared to be a part of the best team who deliver a great experience to our customers. Acting as the first point of contact for all customers, you will efficiently answer customer queries via telephone and e-mail, supporting their requirements. You will ensure you go the extra mile for each customer.

What you will be doing:

· Provide and maintain exceptionally high levels of customer service via phone, e-mail and social media.

· Be the first port of call for customer complaints and concerns to ensure a solution is provided.

· Show proactiveness and ownership skills to solve customer problems.

· Proactively spot patterns in the frustrations or hopes of our customers, seeing where we can change our processes, tools or products to serve them better.

· Support the commercial team with pro-active calls to our customers to continue strong relationships.

· Provide delivery and order updates.

· Place customer orders.

· Support other members of the operational teams by being a point of contact for support in peak business times.

We’re looking for someone who:

· Has experience in customer service industry.

· Has strong MS Office skills.

· Is customer focused.

· Has excellent written and verbal communication.

· Has a level of empathy and the ability to connect with people.

· Is able to work as part of a team.

· Has a passion for continuous improvement and implementing ideas.

Benefits

- Monday – Friday

- Holiday 25 days per annum + bank holidays + additional time off between Christmas and New Year

- Bonus scheme to reward personal and company performance.

- Enhanced pension contributions of up to 7% employee contribution

- Long service awards

- Employee assistance programme that covers mental health, financial and legal support

- We offer a competitive salary and benefits package, a culture of respect, challenge, and innovation – With opportunities for personal growth and development.

- Company pension

If it sounds interesting, then come and discover more by clicking APPLY now.

Job Types: Full-time, Permanent

Salary: £23,000.00-£25,000.00 per year

Benefits:

• Company pension

Schedule:

• 8 hour shift

Supplemental pay types:

• Loyalty bonus
• Yearly bonus

Experience:

• Customer Service: 2 years (required)
• Microsoft Office: 1 year (required)

Work Location: Hybrid remote in Birmingham, B1 3AX

Application deadline: 26/05/2023