Customer Experience Representative

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Customer Experience Representative – Part-time

Our client, a fast-growing IT and Communications managed services provider, is looking for a Customer Experience Representative to join their team part-time, 2.5 days per week (Wednesday to Friday).

This is a great opportunity for a customer-focused individual to join a dynamic, fast-paced environment, acting as the primary point of contact for a portfolio of customers — owning their experience from onboarding through to day-to-day support and issue resolution.

The Role

You'll be the voice of the customer within the business, proactively engaging clients to understand their experience, spot potential issues early, and see them through to resolution. You'll also play a key role in onboarding new customers, ensuring they're set up for success and provided with the right information from day one.

Key Responsibilities

Customer Experience & Onboarding

• Own the overall customer relationship, acting as customer advocate
• Proactively assess satisfaction, flag issues, and attend service review calls
• Drive smooth onboarding: account setup, contracts, welcome packs, and introductions to the team
• Support renewal processes with service performance data

Problem & Request Management

• Take ownership of customer issues and escalations through to resolution
• Handle requests via email, phone, and web within SLA, prioritising by severity and impact
• Liaise with internal teams and suppliers; process changes, cancellations, and returns

Performance & Admin

• Maintain accurate records and conduct regular ticket reviews
• Own performance reporting for assigned accounts
• Contribute to the knowledgebase and participate in an out-of-hours support rota
• Adhere to Information Security and Health & Safety policies

What We're Looking For

• Strong organisational skills and attention to detail
• A genuine customer-first mindset and confident problem-solving ability
• Resilience and adaptability in a fast-paced environment
• Prior experience in customer service, account management, or customer success (IT/Communications experience a plus)

What's on Offer

• Part-time role: 2.5 days per week (Wed–Fri)
• Opportunity to grow within a technology-led business
• Structured personal development and training support
• A collaborative, supportive team culture

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