Client Experience Specialist

Job Title: Client Experience Specialist

Location: Hybrid, 3 days in office in Wrexham

Remuneration: £27,000 to £31,000 DOE

Contract Details: Permanent

Responsibilities:

- Become the go-to expert on our client’s journey, understanding the clients organisation’s history, methodology, systems, and products to provide top-notch support.

- Guide clients in leveraging our products and services, ensuring they receive clear, proactive support through both verbal and written communication.

- Collect and relay client feedback to relevant teams to drive improvements, reduce churn, and boost product adoption.

- Create and maintain high-quality educational resources and evergreen content to facilitate seamless product adoption and ongoing client engagement.

- Deliver engaging digital demonstrations and contribute to automating product walkthroughs to enhance usability.

- Resolve client queries efficiently via the Help Centre, case management, phone, or video calls, adopting a solution-focused approach.

- Identify client needs proactively and introduce relevant product features and services to enhance their experience and drive value.

- Maintain consistent communication with clients and collaborate with internal teams for timely issue resolution and continuous service improvement.

- Conduct regular check-ins with client accounts, identify upselling opportunities, and strengthen long-term relationships.

- Recognise growth opportunities within the client base, working closely with the Client Outcomes team to foster community growth.

- Stay updated on industry trends to provide clients with valuable guidance that supports their success.

- Ensure all client data is handled with the utmost confidentiality and compliance.

Skills / Traits:

- Self-motivated and organised, thriving in a fast-paced environment.

- Warm, confident communicator with a knack for building strong client relationships.

- Influential and adept at demonstrating products digitally to drive engagement and adoption.

- Strong market awareness and understanding of customer behaviours.

- Collaborative team player with a passion for problem-solving.

- Technologically savvy, proficient in Microsoft Suite, including Excel and PowerPoint.

- Commercially aware, skilled at identifying client needs and providing tailored solutions.

Benefits:

- Annual leave of 25–30 days based on length of service.

- Sports and fitness allowance.

- Private Health Insurance after 3 months.

- Pension scheme after 3 months (5% company contribution and 5% employee contribution).

- Life insurance (4 times salary) after 3 months.

- Flexi-time working arrangements.

- Free car parking and complimentary lunches.

Join us in making a difference! If you are passionate about creating exceptional client experiences and are ready to take on a rewarding challenge, we want to hear from you! Apply now to become our next Client Experience Specialist!