Customer Exeperience Executive

Job details

We are delighted to be supporting a great global brand, in the temp to permanent recruitment of a Customer Experience Executive.

Salary: £30,000 when permanent
Hours: Mon -Fri 35hrs per week 9am-5pm
Location: hybrid. 2 days in the office and 3 at home

Purpose of the Client Experience Executive Role
This role is a key role in ensuring the companies clients are looked after, from the moment of onboarding, in a professional and engaging manner to aid on going retention.
You will be supporting ongoing customer engagement, and driving satisfaction across the client base.
The role also involves close collaboration with internal teams (Sales, Operations, Key Accounts, Scheduling) to ensure a consistent and positive experience throughout the service lifecycle.
This is a non-managerial position but is critical to client retention, operational efficiency, and overall customer satisfaction.

Skills & Experience Required
Essential:
• 2+ years of experience in a customer-facing or client services role (preferably B2B or professional services)
• Excellent English verbal and written communication skills with strong interpersonal and relationship-building abilities as there is a lot of phone work and written comms required.
• Full rights to work in the UK on a permeant basis is essential as no sponsorship is given

Skills & Competences
• Highly organised with a methodical, proactive approach to managing tasks and deadlines.
• Understanding of ISO standards and management systems
• Experience working cross-functionally in a fast-paced, collaborative environment.
• Empathy-driven approach with a genuine passion for customer experience and service quality. Desirable:
• Experience in the Testing, Inspection, and Certification (TIC) industry or a regulated sector
• Familiarity with Net Promoter Score (NPS) and customer satisfaction tools/methodologies

Responsibilities of the Client Experience Executive
• Serve as the primary contact for new clients post-contract, managing onboarding from start to finish (with the exception of Key Accounts).
• Clearly communicate deliverables, and expectations (e.g., welcome packs, documentation).
• Guide customers through onboarding steps including process and query resolution.
• Coordinate handovers between Sales, Key Account Managers, and the Scheduling team for a smooth service transition.
• Support ongoing customer queries and act as a consistent point of contact throughout the client journey.
• Monitor onboarding progress, identify delays, and take proactive action to meet service-level agreements (SLAs).
• Record customer interactions, track feedback, and analyse trends to identify opportunities for improvement. Responsibilities
• Champion a customer-centric culture within the organisation by sharing insights, success stories, and promoting best practices across global teams.
• Collaborate with cross-functional teams to improve customer retention and contribute to bid submissions for existing clients.
• Help maintain and update onboarding materials, Supplier Questionnaires, FAQs, NDAs, and client communication tools.
• Support NPS initiatives and champion the voice of the customer across the organisation.
• Manage end-to-end customer journeys, ensuring seamless onboarding, proactive support, and a high standard of service delivery throughout the client lifecycle.
• Collaborate cross-functionally with sales, operations, technical, and delivery teams to resolve client issues and drive continuous service improvements.
• Support the development of customer experience metrics, dashboards, and reporting tools to track performance and identify areas for enhancement.

So, if you are a person who possesses excellent engagement skills, proven customer care and account management skills, and amazing administrative and organisational skills, then please send your cv to James Newbury Appointments for review.
This really is a rare career opportunity to join an amazing global organization.