Hybrid Proactive Customer Experience Specialist

Lloyds Bank plc; Basildon; Hybrid; GBP 25,000 - 27,000; Full time

Job summary

A leading banking institution in Basildon is seeking a Customer Experience Assistant to enhance merchant experiences post-onboarding. This role involves proactive outreach, addressing customer feedback, and collaborating on service improvements. Candidates should possess strong customer service skills and be adept in digital self-service tools. This full-time position offers a hybrid working model and a competitive salary ranging from £25,517 to £26,860, along with a variety of benefits including a pension contribution and annual bonus.

Benefits

Generous pension contribution of up to 15%

Annual performance-related bonus

Share schemes including free shares

Discounted shopping

22 days’ holiday plus bank holidays

Wellbeing initiatives

Generous parental leave policies

Qualifications

• Proficient in customer service and relationship management.
• Ability to analyze customer behavior and identify pain points.
• Excellent communication skills for proactive engagement.

Responsibilities

• Conduct proactive outreach to ensure smooth merchant activation.
• Respond to Trustpilot reviews to demonstrate responsiveness.
• Drive improvements in Net Promoter Score (NPS).

Skills

Strong customer service skills

Relationship management

Analytical skills

Excellent communication

Familiarity with digital tools

Job description

A leading banking institution in Basildon is seeking a Customer Experience Assistant to enhance merchant experiences post-onboarding. This role involves proactive outreach, addressing customer feedback, and collaborating on service improvements. Candidates should possess strong customer service skills and be adept in digital self-service tools. This full-time position offers a hybrid working model and a competitive salary ranging from £25,517 to £26,860, along with a variety of benefits including a pension contribution and annual bonus.