Customer Experience Associate

Job Description

Organisation: ESPO

Work Location: Barnsdale Way, Grove Business Park, Enderby, Leicestershire, LE19 1ES

Salary: Grade 7 £26,832 - £28,146 Per annum (Pro rata for part time)

Working Hours: 37 per week

Contract Type: 12 Months Fixed Term

Do you have a passion for delivering excellent customer experience? If so, you could be exactly what we are looking for.

We have an exciting opportunity to join ESPO’s busy, fast paced, Customer Experience Team based in Leicester.

About the Role

Our Customer Experience Team, is the first point of contact for our customers. The role involves, dealing with a wide range of customer enquiries, which will include taking and entering new orders, general customer enquiries, product and account advice to name but a few.

You will liaise directly with our customers, internal teams and third-party support partners to achieve the best outcome for our customers.

The role is both challenging and rewarding, we need people that can work at pace, make sound decisions and work as part of a team.

You’ll have experience of working in a customer service environment, be able to build rapport, accurately record information and an ability to problem solve, with a genuine desire to help customers.

Great verbal and written communication skills are essential as is a positive, flexible and resilient mindset with the ability to work collaboratively with colleagues throughout our organisation.

About You

To apply for this post, you must:

• Minimum of 4 GCSE’s A-C grades including English Language or other qualifications of an equivalent level OR Demonstrable experience
• Experience of handling a high volume of customer enquiries by phone and email. Experience of working with customers, in a contact centre or fast paced customer service environment.
• Clear understanding of how to deliver excellence in customer service. Good understanding of working in a retail environment. Able to utilise information and technology to resolve issues
• Excellent verbal and written communication skills
• Take ownership and resolve enquiries for customers
• Excellent IT Skills, including experience of working with complex systems and databases to interrogate, record and resolve customer enquiries. Ability to accurately enter customer data
• Experience of managing workload achieving targets

We’d also expect you to share our commitment to our values and will ask you to evidence when you have demonstrated them as part of the interview process.

What we offer:

• Flexible working opportunities and access to employee benefits portal with car lease scheme.
• 25 days annual leave plus bank holidays (increasing to 30 days after 5 years' service), and a scheme to buy additional leave.
• Local Government Pension Scheme with a generous employer contribution.
• Opportunities for learning and development
• Great office location next to Fosse Park, with free on-site parking and easy access to M1 and M69.

Interested in Flexible Working?

We are open to discussions about flexible working, which may include part time working, job sharing, term-time working, flexible start and finish times, and hybrid working, depending on the requirements of the role and the service. If you would like to discuss the possible flexible working options that might be applicable to this role, please contact the person named below.

For more information or an informal discussion, please contact:

James Bagshaw - Customer Experience Manager

Telephone: 07551 645788

Email: j.bagshaw@espo.org

How to Apply

At ESPO, we’re looking for top talent from all walks of life. Whoever you are, wherever you’re from, and whatever your background - we care about what you bring to our organisation, not just what’s on your CV. That’s why we’ve designed a recruitment process that’s fair, accessible, and focused on potential. And with benefits that support people at every age and stage of life, we make sure you can thrive - both personally and professionally.

Click the apply button to submit your application, ensuring that you upload a supporting statement that explains how you meet the criteria listed in the ‘About You’ section above. Without this information, we won’t be able to assess your suitability for the role, and your application will be rejected. For tips on how to write your statement, see the How to Apply section on our career site.

We reserve the right to close this vacancy early if we receive sufficient applications for the role. Therefore, if you are interested, please submit your application as early as possible.

If you have any technical issues when trying to apply for this post or you want to request an application pack in an alternative format, please contact our Employee Service Centre by telephoning 0300 3030222 (select option 2) or raise a ticket via our online portal: https://emss.org.uk/support.

By applying for this post, you agree to our Terms and Conditions.

About us

About ESPO

We're a unique organisation, owned by the public sector and sharing their values and ethos, but operating with a commercial edge. As a specialist procurement body, we pride ourselves on establishing procurement solutions that save money for the public sector. View our prospectus to find out more.

We have modern, open-plan offices with excellent transport links and a friendly workplace environment. We offer flexible working, a generous holiday entitlement, a contributory pension scheme, training (including professional CIPS qualification) and opportunities to develop your career.

ESPO is supported by wide range of roles across many different disciplines including sales, marketing, IT, procurement, finance, operations (warehouse management and transport planning) and customer services. So whether you are interested in a public-facing role or playing your part behind the scenes, ESPO could be the place for you.

To learn more about working for ESPO please visit www.espo.org.